Operations Growth Lead — Merchant Experience & Automation

Evotym; England; In loco; GBP 90.000 - 130.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary aligned with exp.

Collaborative team culture

High-impact role in scaling fintech

Recognition of personal milestones

Social benefits

Descrizione del lavoro

Evotym invites a Head of Operations to shape merchant experiences across the service lifecycle. You will design and improve client-facing processes from onboarding to disputes, define ownership and escalation paths, and establish playbooks and training to embed new ways of working.

You will personally build automations with LLMs, monitor SLAs and KPIs, and drive data-driven improvements that meet regulatory and partner requirements. This is a high-impact role in a scaling fintech environment.

Competenze

• 5+ years in operations, process improvement or B2B client operations within payments.
• Proven experience building and scaling client-facing processes.
• Track record of implementing SLAs and metrics with measurable results.
• Experience rolling out processes to support or operations teams and driving change.
• Good understanding of payment flows and common merchant issues.
• Hands-on experience building automations with LLMs.
• Confidence working with data and creating your own reports.
• Structured, analytical and highly autonomous approach.
• Fluent English for communication with international clients.
• Experience in fintech

Mansioni

• Design and improve client-facing processes across the merchant lifecycle, from onboarding to support, investigations and disputes.
• Map workflows, remove bottlenecks, and define ownership, handoffs and escalation paths.
• Set SLAs and KPIs for client-facing teams, and monitor results through regular reporting.
• Roll out processes through playbooks, documentation and training, and ensure teams use them.
• Build automations yourself using LLMs and automation tools to reduce manual work and improve response quality and speed.
• Turn recurring client issues into actionable input for Product and Tech.
• Ensure processes meet regulatory and partner requirements.

Conoscenze

Operations leadership

Process improvement

SLA & KPI management

Automation with LLMs

Data reporting

Analytical thinking

Autonomy

Stakeholder communication

Descrizione del lavoro

Evotym invites a Head of Operations to shape merchant experiences across the service lifecycle. You will design and improve client-facing processes from onboarding to disputes, define ownership and escalation paths, and establish playbooks and training to embed new ways of working.

You will personally build automations with LLMs, monitor SLAs and KPIs, and drive data-driven improvements that meet regulatory and partner requirements. This is a high-impact role in a scaling fintech environment.