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Operations Lead
Location: London / Hybrid
Department: Operations
Reports to: CEO
Direct Reports: Operations Support (initially), with responsibility for building the Operations team as the business grows.
About IPBPAY
IPBPAY is the trading name of KAF International Payment Business Ltd, a UK-based financial technology company building a modern payments platform focused on providing secure GBP accounts and payment services for individuals and businesses. Our mission is to deliver simple, secure and innovative payment solutions that put customers first, underpinned by strong governance, operational excellence and regulatory compliance. As we prepare for launch and future growth, we are looking for talented individuals who are passionate about helping to build a trusted and customer-focused organisation from the ground up.
The Role
The Operations Lead will be responsible for the day-to-day operation of IPBPAY's operational function, ensuring efficient delivery of customer services while maintaining the highest standards of operational resilience, governance and regulatory compliance. This is a hands-on role suited to someone who enjoys building processes, improving efficiency and working across multiple business functions within a growing fintech environment. The successful candidate will work closely with the CEO, Compliance, Finance, Technology and Customer Services to develop scalable operational processes that support the company's growth strategy.
Key Responsibilities
Operational Management
- Lead the day-to-day operational activities across the business.
- Develop and document operational procedures and controls.
- Monitor operational performance against agreed KPIs.
- Identify opportunities to automate and improve operational processes.
- Ensure operational readiness for new products and services.
- Maintain operational policies and procedures.
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Payment Operations
- Oversee payment processing activities.
- Monitor payment exceptions and investigations.
- Ensure timely resolution of operational incidents.
- Support reconciliation processes alongside Finance.
- Manage operational relationships with payment infrastructure providers.
Customer Operations
- Ensure smooth onboarding and customer servicing processes.
- Work closely with Compliance on customer due diligence and onboarding workflows.
- Monitor service quality and customer experience.
- Manage operational escalations.
Operational Risk
- Identify operational risks and recommend mitigating controls.
- Maintain operational risk registers.
- Support Business Continuity and Disaster Recovery planning.
- Participate in Operational Resilience testing.
- Assist in incident management and root cause analysis.
Supplier Management
- Manage day-to-day relationships with outsourced service providers.
- Monitor supplier performance against agreed service levels.
- Support due diligence and ongoing supplier oversight.
- Coordinate operational changes with technology and infrastructure partners.
Governance
- Produce operational MI and KPI reporting.
- Prepare management reports for senior leadership.
- Support internal audits and regulatory reviews.
- Maintain operational documentation.
Team Leadership
- Lead and mentor Operations Support staff.
- Build the Operations function in line with the hiring plan.
- Promote a culture of continuous improvement.
- Support cross-functional collaboration.
Skills & Experience
Essential
- Minimum 5 years' experience in financial services operations.
- Experience within a UK regulated payments or electronic money institution.
- Strong understanding of payment operations.
- Experience developing operational procedures.
- Experience managing operational incidents.
- Strong analytical and problem-solving skills.
- Excellent organisational skills.
- Ability to work in a fast-paced environment.
- Excellent stakeholder management.
- Advanced Microsoft Excel and reporting skills.
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Desirable
- Experience in a fintech or start-up environment.
- Knowledge of Faster Payments.
- Understanding of safeguarding operations.
- Experience with onboarding and KYC processes.
- Experience with outsourcing oversight.
- Prince2, Lean or Six Sigma qualification.
- Knowledge of FCA operational resilience requirements.
Personal Attributes
We are looking for someone who:
- Takes ownership and accountability.
- Enjoys building new processes.
- Thinks commercially while maintaining strong governance.
- Has exceptional attention to detail.
- Is proactive and solutions-focused.
- Communicates confidently across all levels.
- Thrives in a collaborative environment.
- Is adaptable and resilient.
Success Measures
Within the first 12 months, the Operations Lead will be expected to:
- Successfully establish the Operations function.
- Develop and implement operational procedures.
- Deliver agreed operational KPIs.
- Maintain excellent customer service levels.
- Build effective supplier relationships.
- Support successful regulatory interactions.
- Recruit and develop the Operations team.
- Drive continuous operational improvements.
What We Offer
- Opportunity to join an ambitious, high-growth fintech at launch.
- Significant scope to shape and build the Operations function.
- Collaborative and supportive leadership team.
- Hybrid working.
- Competitive salary.
- Pension scheme.
- Professional development opportunities.
- The chance to make a meaningful impact on the future of the business.
IPB PAY is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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