Payment Operations Manager

We’re on a mission to build the world’s greatest social bank. We believe that banking needs to change for the better. When money is used correctly, it can transform our daily lives and positively impact the planet.

We’re a varied team of experienced tech, customer experience, marketing, legal and banking professionals and we’re looking for highly motivated and inquisitive people who want to understand customer behaviour and how to deliver the best customer experience.

As a Payment Operations Manager, the role will centre around building and leading a team of Payment Operations Specialists. You’ll have strong project management skills alongside immaculate communication skills to work with all of the relevant stakeholders to ensure processes are documented and reviewed regularly.

You’ll be working closely with the Head of Customer Operations and all of the functions within (Customer Service, Card Operations, Payment Operations and Complaints).

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey!

Here's what you'll be doing

Building and leading a payment ops team at an exciting fintech

Create and update processes to help improve the customer journey for all things payment-related

Showing ownership and accountability by offering solutions that help our customers and the team

Help implement new procedures and training

Liaise with relevant stakeholders during outages and incidents to ensure customer impact is kept to a minimum

Requirements

We’re looking for someone who:

Has experience leading a team within a payment function of a finanical services organisation

Has strong experience leading a payment operations/processing function

Detailed knowledge of relevant payments schemes - Faster Payments/CASS/BACS/Direct Debits

Knowledge of payments guidelines, scheme rules and any regulatory frameworks

Benefits

What we offer:

● 35 total days holiday (25 annual leave, 8 bank holidays, 1 Kroo bank holiday [June 24th], and 1 day off during the week of your birthday)
● 3 personal health days
● An employer-sponsored volunteer programme (up to 4 hours per month supported by our partner Matchable)
● Access to Spill, our mental health support partner
● A workplace pension, with 5% employee contribution and a 3% employer top off
● After 1 year of service, access to £500 from the Kroo Learning Fund for career-related L&D
● All equipment you need to work remotely effectively, with a MacBook Pro as standard
● Access to our modern, bustling office in Manchester
● Access to our Cycle to Work scheme
● Access to our Electric Car scheme
● An enhanced parental leave policy
● Room to grow and excel within a fast-paced, high growth start-up

Office/remote working

Currently, the majority of Kroo is working fully remotely. Working remotely has changed many of our lives for the better and we are behind in continuing the benefits of flexibility once restrictions are lifted. At the same time, we have a beautiful office in Manchester, which, when used for the right things, can be a useful and powerful tool. Currently, we see a blended model of working 1-2 days a week in the office, so candidates that are able to travel in occasionally are the best fit for our current working practices. Please note: Our ambition is to be a truly 24/7 customer-focused bank. In order to achieve this, you'll be working shifts across 5 days (Monday - Sunday) and 37.5 hours per week. The shifts will be provided well in advance, but typically range between 6am - 10pm.

Diversity We are firmly committed to creating and maintaining a diverse and inclusive workplace in which all employees are valued, respected, safe, supported, and listened to without judgement or prejudice. These principles apply to all, regardless of race or ethnicity, age, gender, gender identity or expression, national origin, sexual orientation, mental or physical ability, religion, appearance, political beliefs, educational background, class, and position or tenure within the company. Diversity, Equality and Inclusion are central to the direction we take at Kroo and are considered across all aspects of our business.