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Operations Manager

Isle of Man
Permanent
Operations Manager
Our client seeks a highly organised, systematic thinker to coordinate and oversee their organisation's operations.
Role Profile:
As the operations manager, you'll have a key role within the organisation. You will be responsible for overseeing and managing the day-to-day operations of the business. Your objective is to ensure that the company's operations run smoothly and efficiently, while ensuring that the company complies with relevant regulations, meets customer expectations and achieves its strategic goals.
You'll have overall responsibility for key functions within the organisation including:
  • Customer onboarding, technical support and dispatch
  • Payment management including reconciliation, monitoring and payouts
  • Compliance with financial regulations and PCI DSS
  • You'd be a great fit for this role if you:
  • Believe in the power of checklists
  • Love implementing systems and improving processes
  • Can both zoom in to the small details, and zoom out to see the bigger picture
 
As the Operations Manager, you will play a crucial role in overseeing and optimizing the day-to-day operations of the rapidly growing FinTech company. You will be a key member of the company leadership team and will report directly to the Directors of the business. You will be responsible for ensuring smooth operations across various departments while driving continuous improvement and maintaining compliance with regulatory requirements.
Key Responsibilities and Duties
Operational Oversight
  • Understand and manage key operational areas including Customer Support, Payment Operations, Stock Management and Dispatch.
  • Identify, document, and implement core processes across the organization, ensuring consistency and efficiency.
  • Develop and maintain Standard Operating Procedures (SOPs) for all critical business functions.
  • Monitor the effectiveness of core processes through KPIs and implement systematic improvements.
  • Ensure timely execution of regular processes, including trigger-based and cadence-based (daily, weekly, monthly, quarterly, etc).
Operations Management
  • Working with the Payments team, oversee the reconciliation of acquirer settlements and manage payment-related issues such as refunds and chargebacks.
  • Working with the Support team, improve customer onboarding processes, including KYC/AML procedures and continuously improve self-service options for customers alongside optimising support channels including through the use of AI.
  • Inventory and Logistics Management: manage terminal stock levels, preparation, and dispatch processes; oversee the handling of terminal returns and warranty claims.
  • Working with the firm's Compliance function, you will oversee the implementation of (and ensure adherence to) compliance requirements such as Payment Services Regulations, card scheme rules, and PCI DSS.
Process Management and Automation
  • Implement process automation using tools such as Process St, Make.com, and Slack to reduce manual work and increase efficiency.
  • Systematize processes to reduce reliance on specific individuals and improve scalability.
  • Prioritize and coordinate technical development requests with the development team.
Team Leadership and Culture Development
  • Foster a culture of continuous improvement across the organization.
  • Develop and implement appropriate training programs.
  • Work closely with other members of the leadership team to align operations with strategic goals.
Tools
You will work with a variety of tools including:
  • Slack
  • Google Workspace (Docs, Sheets)
  • Missive
  • Aircall
  • Process Street
  • Make.com
 
Key Skills and Experience:
  • You must have a proven track record in operational management, demonstrating the ability to oversee complex processes, drive efficiency, and foster a culture of continuous improvement. Strong leadership skills and the ability to communicate effectively across all levels of the organization are essential.
  • You should be a highly organized individual with excellent analytical skills, capable of managing multiple priorities while maintaining a strategic overview of the business. Your ability to identify areas for improvement and implement effective solutions will be crucial.
  • A deep understanding of regulatory compliance in the financial sector and experience with process automation are important aspects of this role. Although you are not expected to have detailed knowledge of these compliance rules, it's important that you can quickly learn about the requirements and put them into practice.
  • You should also be able to demonstrate a commitment to personal and professional development, as well as the ability to adapt to a rapidly changing business environment.
  • The ideal candidate will be a strategic thinker with a hands-on approach, capable of balancing day-to-day operational needs with long-term business goals. Your ability to adapt, learn quickly, and drive positive change will be key to success in this role.
Essential
  • Experience in a similar role, preferably in the FinTech or financial services sector.
  • Excellent skills in verbal and written communication.
  • Excellent analytical and problem-solving abilities.
  • Strong project management skills and ability to prioritize effectively.
  • Experience in SOP development, process improvement and implementation.
  • Strong leadership skills with experience managing small cross-functional teams.
  • Active team player and multitasker who can quickly adjust priorities.
  • Can-do attitude, self-motivated with an entrepreneurial mindset.
  • Excellent computer literacy including spreadsheets, documents and email.
Desirable but not essential
  • Experience with regulatory compliance in the financial sector (e.g., FCA requirements, card schemes, PCI DSS)
  • Knowledge of payment processing systems and operations
  • Experience with customer support operations in a B2B context
  • Proficiency in data analysis and reporting
  • Knowledge of risk management in financial services
  • Understanding of technical aspects of software development processes
Angela Westmorland
Your specialist: Angie Westmorland
Quote job ref: 15155

Hi I'm Angie, I am working on this amazing opportunity with one of the Island's leading employers, click apply now and I will be in touch.