Banking Operations Lead

Banking Operations Lead 

You will be part of the Banking Tribe with a specific focus on our core payments, accounts, top up, currency conversion and card services. Working closely with colleagues from Product, Technology, Customer Service, Treasury, Finance, Compliance, Legal and other departments, you will oversee and manage the efficient, reliable and compliant operation of these services end-to-end to deliver a great experience to our customers. This role can be based in London or Tallinn.

Key responsibilities:

  • Monitor and ensure our core payment services are performing at a high level (e.g. efficiency, availability, success rates, cost effectiveness, breaks), putting in place or improving appropriate reporting, alarm and other control mechanisms.
  • Deep dive into business metrics and end-to-end processes to identify potential areas of improvement or weaknesses; set new metrics/ KPIs if required
  • Define and own action plans to improve performance and mitigate risks, collaborating with other departments to manage dependencies and committed delivery dates
  • Form strong working relationships with key external partners integrated with Monese, ensuring appropriate communication, SLAs, reporting, controls and escalation paths (e.g. banks, FX providers, payment schemes)
  • Support new product development by helping to define end-state processes, controls and technical requirements, and provide input to roadmap prioritisation
  • Lead partner ops performance reviews, working closely with Commercial and other relevant teams; support evaluations of potential new partners and RFPs
  • Lead operational migrations or change projects (e.g. new or partner changes, decommissioning or replacing existing processes or systems)
  • Lead the resolution of operational issues large or small, working closely with internal and external partners to identify, assess, report and fix them in a timely manner

Required qualities:

  • 5+ years relevant experience in a similar operations or programme management role in a credible financial institution, fintech or payment service provider
  • Able to thrive in a scale-up environment, managing multiple priorities and ambiguous problems with minimal oversight
  • Data and fact-based decision-maker, able to deep dive to root causes of problems
  • Resourceful, finds practical solutions; hands-on and gets things done well and quickly
  • Good listener and communicator, able to manage senior stakeholders and people from different departments to be on the same page and working effectively
  • Has excellent judgement in identifying problems, making trade-off decisions under pressure and proactively stops risks becoming issues
  • Calm under pressure and able to rally people to get escalating issues under control
  • Customer-obsessed; thinks instinctively from the customer’s perspective and able to factor the customer experience into decision making

Other preferred qualities:

  • Has worked closely with software engineers and operations managers
  • Understands financial services regulations and infrastructure in the UK and EEA
  • Able to query data with SQL and set up reports


Or, know someone who would be a perfect fit? Let them know!