Customer Operations Manager

Jomo People; Cardiff; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A growing FinTech company based in Cardiff is seeking a Customer Operations Manager to elevate its client support team. The ideal candidate will lead improvements in onboarding and operations processes and strengthen regulatory controls. The role offers a competitive salary of £45,000–£55,000, equity options, and a supportive culture that encourages contributions from all employees. This is a career-defining opportunity for someone passionate about making a measurable impact in a scaling financial services environment.

Benefits

26 days holiday + bank holidays

Healthcare

Pension

Equity options

Qualifications

• Proven experience in leading people in financial services operations.
• Able to thrive in strategy, problem-solving, and building new operational capabilities.
• Comfortable with autonomy and making improvements.

Responsibilities

• Lead and coach the client support team to enhance customer journeys.
• Strengthen controls including KYC/AML and operational planning support.
• Prepare reports for audits, regulators, and board meetings.

Skills

Experience in a UK-regulated financial institution or FinTech

Customer operations management or leadership experience

Understanding of FCA regulations

Strong communication skills

Problem-solving mindset

Commercial awareness

Job description

Location: Cardiff City Centre (super close to great public transport links both bus and train)

Type: Full-time, Hybrid (3–4 days per week in office)

Salary: £45,000–£55,000 + Equity

Hours: 37.5 hours per week

Benefits: 26 days holiday + bank holidays, healthcare, pension & more

If you’re a Customer Operations Leader or Senior Team Manager in Financial Services / FinTech / Customer Success and you’re ready to take on more ownership, influence and scope, this is a role that genuinely elevates your career.

This scaling UK FinTech is looking for someone to help take the existing client support team to the next level. You’ll bring structure, improve processes, develop people, and work closely with the VP of Operations to shape how the function scales. It’s hands‑on, meaningful, and full of impact.

You won’t be building from zero, but you will be building on what’s there; strengthening controls, improving customer journeys, and helping define best‑in‑class operational standards as the business grows.

What’s In It For You :

A bigger platform to lead, grow and make an impact; direct access to senior leadership; autonomy to improve how things work; equity in a scaling FinTech; and a genuinely supportive culture where ideas are welcomed. (And if you don’t tick every box, please still apply.)

What You’ll Be Doing (and the impact you’ll make) :

You’ll lead and coach the client support team, improve onboarding and day‑to‑day ops processes, strengthen KYC / AML and first‑line controls, support operational planning with the VP of Ops, and prepare reports for audits, regulators and the board. In short : you’ll help make everything run smarter, smoother, and safer. This is your chance to make a measurable difference from week one.

About You

You’ll thrive here if you’re already leading people in financial services operations / customer success and feel ready to stretch into strategy, problem‑solving, and building new capabilities. You may be in a bank, a FinTech, or regulated business - what matters is your mindset.

You’ll bring…

• Experience in a UK‑regulated financial institution or FinTech
• Hands‑on customer operations manager / leadership or senior team manager experience (small teams is totally fine)
• A strong understanding of FCA regulations
• A builder’s mindset - curious, detail‑focused, commercially aware
• Confidence communicating across teams and influencing decision‑making
• A love of autonomy, pace, and figuring things out as you go

The culture is open, kind, curious, and productively ambitious. Ideas win here - not job titles.

We embrace diversity and truly believe in equal opportunities for all. Inclusion and diversity spark creativity, drive innovation, and help us better serve our customers. We believe companies with greater diversity perform better. That’s why all qualified applicants will be considered regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background, or any other characteristic that doesn’t relate to your ability to do the job.

This is a genuine career accelerator for someone driven, curious, and ready to level up. If that sounds like you, we’d love to hear from you - apply today for this Customer Operations Manager role in Cardiff.

If you need any adjustments for the application or interview process, just let us know – we’re here to support you.