Operations Manager

Fintellect Recruitment; London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Private medical insurance

Health cash plan

Life assurance

Pension scheme

25 days annual leave

Birthday leave

Learning and development opportunities

Job summary

A leading recruitment firm in London is seeking an Operations Lead to provide support in the dynamic environment of financial services. The role involves working closely with department managers to ensure compliance, drive improvements, and manage urgent issues. Ideal candidates have 4-6 years of experience in operations, particularly in fintech, and possess strong communication and analytical skills. This full-time position offers opportunities for growth within the company.

Qualifications

• 4–6+ years in a fintech or regulated financial services environment in operations.
• Proven experience in personal lending and credit cards.
• Strong knowledge of customer service, complaints, and collections.

Responsibilities

• Support the Head of Service Operations in managing escalations.
• Maintain operational governance packs and track changes.
• Coordinate operational improvements across teams.

Skills

Personal lending experience

Strong communication skills

Operational risk management

Analytical skills

Excel and PowerPoint proficiency

Customer service knowledge

Tools

CRM systems (e.g., Salesforce)

Job description

Fintellect Recruitment provided pay range

This range is provided by Fintellect Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Fintellect Recruitment

Director | Headhunter | Invoice Finance & ABL | Venture Debt & Growth Cap | Women in Business

Operations Lead – Risk, Projects & Support

DEPARTMENT

Operations

LOCATION

ROLE OVERVIEW

The organisation is seeking a hands-on, adaptable Operations Lead to provide support to the Head of Service Operations.

This position spans all operational areas, requiring close partnership with department managers across Customer Service, Complaints, and Collections, as well as collaboration with other operations support functions. The role is central to ensuring compliance, supporting continuous improvement projects, and reporting on performance. It also involves providing high-quality support to department managers, stepping in to manage escalations and urgent issues as a trusted extension of the leadership team.

This opportunity is suited to individuals who thrive in fast-paced, early-stage financial services environments and are willing to work flexibly across a broad range of responsibilities. The role offers wide exposure and the chance to make a meaningful impact across all areas of operations.

RESPONSIBILITIES

• Act as delegate for the Head of Service Operations when required, supporting initiatives and ensuring continuity across operational activity.
• Create and maintain regular governance packs for operational areas in collaboration with analysts, including commentary, build, distribution, and action tracking.
• Develop and maintain operational roadmaps, tracking and documenting key changes.
• Support delivery of first-line risk management activities, including control testing, risk event management, and preparation for internal audits.
• Assist department managers in escalations and urgent issues when required.
• Coordinate operational deep dives and contribute to cross-team initiatives.
• Work collaboratively with operations leads to drive improvements, including requirements gathering, reviewing and mapping processes.
• Draft customer communications following risk events.
• Collaborate cross-functionally to meet delivery, quality, and compliance objectives.

REGULATORY & COMPLIANCE EXPECTATIONS

All employees share responsibility for achieving positive customer outcomes. For this role, expectations include:

• Identifying and raising risk events in a timely manner.
• Staying informed of relevant regulatory changes.
• Completing mandatory training within deadlines.
• Adhering to Conduct Rules, including acting with integrity, diligence, and fairness, and observing proper standards of market conduct.

CANDIDATE PROFILE

Experience & Skills:

• 4–6+ years in a fintech or regulated financial services environment in operations.
• Essential: proven experience in personal lending and credit cards.
• Comfortable managing ambiguity and switching between tactical and strategic tasks.
• Strong communication and influencing skills, with the ability to present clearly to senior stakeholders.
• Resilient and calm under pressure, thriving in a fast-moving, scaling environment.
• Proven track record in operational roles within scaling organisations.
• Strong knowledge of customer service, complaints, and collections within financial services, including regulatory requirements.
• Experience in first-line operational risk management (e.g., risk events, control testing, RCSA).
• Excellent Excel and PowerPoint skills, with the ability to create compelling reports and presentations.
• Strong analytical skills and familiarity with operational metrics.
• CRM system experience (e.g., Salesforce).

BENEFITS

• Private medical insurance.
• Health cash plan, including digital physiotherapy and skin clinic access.
• Life assurance (four times salary).
• Pension scheme (3% employer contribution, 5% employee contribution).
• 25 days annual leave plus the option to buy or sell 5 days.
• Birthday leave and 5 volunteering days.
• Employee Assistance Programme for holistic wellbeing support.
• Learning and development opportunities for professional growth.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, General Business, and Quality Assurance

• Industries

  Banking and Financial Services

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