Head of Operations
20 hours ago
City of London
Key Responsibilities: Strategic Leadership • Lead and scale a single, high-performing Operations organisation responsible for all merchants, acquirers and strategic partners., • Act as deputy to the Chief Operating Officer, contributing to executive decision-making, operational strategy and board-level reporting., • Design and execute a comprehensive strategy to deliver an optimised day-to-day working relationship with our partners, along with driving actionable outcomes for our merchants and their consumers., • Implement and embed organisational best practices to drive consistent, predictable commercial growth and operational execution., • Champion a culture of excellence, accountability, and commercial impact across all teams. Commercial Ownership • Own revenue, retention, and growth targets across the entire merchant and partner portfolio., • Negotiate commercial terms, revenue share agreements, and long-term collaboration roadmaps with strategic merchants and partners., • Drive upsell, cross-sell, and joint initiatives to maximise portfolio value., • Implement structured account planning, QBRs, success best practices, as well as leading senior-level engagement with strategic accounts and partners., • Travel approximately 50% of your time meeting with merchants and partners., • Serve as senior escalation point for complex, high-value relationships. Operational & Financial Rigour • Deliver forecasting accuracy across customer and partner portfolios, ensuring data-driven revenue and resource planning., • Proactively monitor relationship health, churn risk, profitability and wider performance indicators through robust reporting and reviews., • Optimise operational processes to balance growth with cost-to-serve efficiency., • Drive P&L management, aligning revenue delivery with operational scalability. Cross-Functional Impact • Partner with Product, Sales, and Compliance to shape roadmap priorities, operational processes, and risk frameworks., • Ensure smooth integrations, onboarding, and ongoing service delivery across all partners and merchants., • Represent the function at the executive table and externally with key clients, partners, and investors. Team Leadership & Development • Build, coach, and inspire a high-performing Operations team covering the full merchant and partner lifecycle., • Hire and onboard exceptional talent and ensure a robust onboarding process is in place to up-level staff across Operations., • Instil a high-performance ethos: striving to be the best, driving measurable commercial outcomes, working hard as a team to accelerate business growth., • Foster a culture of collaboration, consultative problem-solving, and continuous improvement., • 10+ years in customer success, account management, partnerships, or operations within payments or fintech., • Relentless work ethic, with the drive to be the best and deliver results - combining strategic vision with hands-on execution., • Proven ability to own commercial targets, negotiate complex contracts, and deliver measurable revenue growth., • Data-driven operator, skilled at embedding best practice operating playbooks, effectively tracking team performance and delivering forecasting accuracy., • Deep understanding of payment infrastructure, acquirer/PSP relationships, and merchant success strategies., • Strong leadership track record, including scaling teams and leading change in high-growth environments., • Consultative mindset - able to deeply understand client and partner needs, frame solutions, and deliver long-term value., • Excellent executive presence, with experience engaging C-level stakeholders, boards, and investors., • Able to effectively organise and prioritise across different areas of the team, ensuring a consistent balance of focus and execution.