We're creating a new payment
network for the internet

Open positions

Head of Operations

GoCardless processes more than £1 billion in payments each year. Thousands of businesses across the UK and beyond rely on us to handle their payments, and hundreds more sign up every week. About a third of these have never previously had access to Direct Debit, so we are transforming the way they do business.

We’re looking for a Head of Operations to help us manage our banking relationships and improve and develop our internal operations to bring class-leading service to our customers.

The role

You’ll be responsible for managing our banking relationships and our Banking Ops, Fraud and Risk teams. You’ll maintain our collaborative culture, ensuring that the team can develop and reach their full potential. Every day, you’ll work closely with our VP Operations to improve and streamline our internal processes and allow us to scale.

Some of the main elements of this role will involve:

  • Managing and owning the budgets for our core systems and being the point of contact for those suppliers.
  • Setting up new systems and services to assist our rapid growth, such as new customer communication channels and risk mitigation solutions.
  • Reducing financial and legal risk exposure by managing and improving fraud prevention procedures and system modules.
  • Developing detailed documentation for internal processes and identifying areas where efficiency gains can be made.
  • Preparing and analysing our weekly and monthly reports in collaboration with other leads in the Ops team.

In this role, you will be working very closely with our Head of Customer Support to find new ways to improve customer satisfaction. You will also ensure efficiency in the team through staff training, preparation of guidance manuals, and implementation of key performance metrics.

What we're looking for

  • You have experience with business and operational analysis – you use data to decide what to eat for breakfast!
  • You are an expert in Excel – knowledge of SQL is a bonus.
  • You have a proven record of improving internal processes, demonstrated by cost reduction and greater customer satisfaction.
  • You are easily dissatisfied with how things are run – you frequently feel the urge to act when someone tells you “this is how we’ve always done it”.
  • You have a tremendous sense of urgency tempered by the ability to keep calm under pressure.
  • You thrive on operational efficiency.
  • You are passionate about helping a team develop their skills and grow together with the company.

Our team come from a variety of backgrounds and we welcome diversity – if you're unsure, please apply.

Apply now

Find out more about working at GoCardless

Visit our team page