Operations Manager

Global Processing Services; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading fintech company in London is seeking an Operations Manager to enhance customer experience by managing key client relationships and resolving complex queries. The ideal candidate will have proven operations experience, a strong understanding of transaction systems, and excellent communication skills. This role includes flexible working, requiring on-site presence twice a week, and offers opportunities to influence service excellence.

Qualifications

• Proven success in a client-facing operational or service role within payments.
• Strong understanding of transaction processing systems, ePOS, or ATM operations.
• Experience managing complex customer issues in fast-paced environments.

Responsibilities

• Building trusted relationships with strategic clients.
• Taking ownership of complex customer queries.
• Analysing operational and service data for improvement.

Skills

Client-facing operational experience

Understanding of transaction processing systems

Strong troubleshooting skills

Excellent communication skills

Critical thinking

Collaborative approach

Job description

Download our latest report - Expanding card programmes internationally -

Are you a client-focused operations professional ready to elevate customer experience in a fast-moving fintech?

We’re looking for an Operations Manager to join Thredd, ensuring our clients receive exceptional service at every interaction. You’ll take ownership of key client relationships and manage complex queries to maintain the highest standards of service.

This is an exciting opportunity to play a central role in delivering service excellence. You’ll work closely with strategic enterprise clients to understand their operational needs, resolve issues efficiently, and ensure every interaction drives confidence in Thredd’s service. You’ll also use data to identify service trends and opportunities, helping shape process improvements that enhance performance and client satisfaction.

What you’ll be doing as an Operations Manager

• Building trusted relationships with strategic clients, understanding their businesses and operational needs to deliver tailored support
• Taking ownership of complex customer queries, driving proactive resolution and clear communication throughout the process
• Analysing operational and service data to identify patterns, opportunities, and areas for improvement
• Partnering with internal teams across Operations, Product, and Engineering to ensure client feedback drives measurable change
• Supporting the continuous improvement of Thredd’s incident management and escalation processes
• Have ownership over key clients, ensuring service excellence and operational efficiency
• Providing insights and recommendations that influence customer strategy and improve CSAT performance

What you’ll bring to the Operations Manager position

• Proven success in a client-facing operational or service role within payments.
• Strong understanding of transaction processing systems, ePOS, or ATM operations
• Experience managing complex customer issues in fast-paced, time-critical environments
• Strong troubleshooting skills with the ability to analyse data and identify actionable insights
• Excellent communication and stakeholder management skills across multiple levels of seniority
• Critical thinking and sound decision-making capability under pressure
• A collaborative approach, you thrive when working with others to deliver outstanding results

Where you’ll work

Our working model varies depending on the specific role and team requirements. We strive to provide flexibility whilst ensuring that each position is best supported for optimal collaboration and performance.

This Operations Manager position requires you to be in our London office (Holborn) two days per week.

About us

Thredd is the trusted next‑gen payments partner for innovators looking to modernise their payments offering. Certified by Mastercard, Visa and Diners & Discover, we process billions of debit, prepaid, and credit transactions annually, supporting consumer and corporate fintechs, digital banks, and embedded finance providers across the globe. Our unique offering is our client‑centric approach, combining hands‑on support with modern, reliable, and scalable technology.

Thredd is privately held by a consortium of strategic growth firms such as Advent International, MissionOG, Temasek, Viking, Visa and Mastercard. Our investors are fully committed to our future which enables us to work with our clients to create a clear vision and give our employees the stability needed with their career.

Our assured solution accelerates the development and delivery of consumer and corporate payments components embedded within digital banks, as well as for expense management, B2B payments, crypto, lending, credit, Buy Now Pay Later, FX, remittance, and open banking innovators.

Since 2007, Thredd has enabled market leaders through our highly reliable, secure, and scalable platform and supported many of our clients’ growth journeys — from early‑stage startup through to globally recognized unicorns, including Monzo, Revolut, and Starling.

Diversity and Inclusion at Thredd

Here at Thredd, we are committed to building a diverse and inclusive workplace where everyone feels valued, respected and empowered. We welcome applications from people of all backgrounds, experiences and identities. If you require any adjustments during the recruitment process, please let us know and we would be happy to support you.

Our Values

Our values‑driven culture is what unites our teams globally and our team is what drives our success.

Here’s what the values will mean for you in this Operations Manager position:

• Own it and deliver – Taking responsibility for your own performance and driving operational excellence
• Collaborate purposefully – Building trusted relationships across teams and supporting collective success
• Think differently – Asking questions, sharing ideas, and using data to support continuous improvement
• Act courageously – Stepping out of your comfort zone, embracing change, and finding new ways to deliver impact