Business Operations Manager

Role: Business Operations Manager

Location: 5 days in office, London, White City

Reports to: Head of Operations

Flatpay UK is scaling fast, and we’re hiring a generalist to work directly with the Head of Operations, owning the problems that cut across collections, support, KYC and onboarding, retention and people operations.

Responsibilities

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Run cross-team projects end to end: scope, plan, deliver, and measure whether they worked

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Find what’s broken in queues, SLAs, handoffs and data, get to the root cause, and redesign the process

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Build automation with Zapier, Slack workflows and Claude Code so teams spend less time on manual work

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Help redesign our people processes and HR systems so employee lifecycle events run with far less admin

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Build the trackers, dashboards and reporting that leadership uses to make decisions

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Bring a commercial lens to everything: cost to serve, business cases, and prioritising by impact

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Act as a second pair of hands for the Head of Operations and as an escalation route, getting into the detail to scale and professionalise the Operations function

Skills & Attributes

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Structured thinking and clear written communication

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Ability to run multiple workstreams at once and close every loop

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Influence without authority: you can bring team leads and senior stakeholders with you without a title behind you

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Leadership character, while being just as happy as an individual contributor

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High agency, resilience and motivation in a fast-paced, high-volume environment

Our Values

At Flatpay, how we work matters as much as what we achieve.

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Happy Humans – We bring energy to our work and create teams people enjoy being part of.

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No Assholes – We perform at a high level while treating colleagues and customers with respect.

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It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business.

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Start With No – We challenge ideas, think commercially and focus on what truly creates value.

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Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.

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The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions.

Background & Requirements

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3+ years in early-stage startup operations, a founding team, consulting or strategy, or fintech/payments operations

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Track record of building and shipping tools or automations without waiting for an engineer

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Hands-on with workflow design tools (Zapier, Slack workflows) and comfortable building with AI tools like Claude Code

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Fluent in English

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Right to work in the UK (unfortunately we can’t offer visa sponsorship right now)

Nice to have:

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Payments or acquiring knowledge (KYC/KYB, chargebacks, MCCs)

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Exposure to UK HR or people operations

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Experience managing BPO partners or CS operations

Benefits

We want Flatpay to be a place people genuinely want to work. Here’s what we offer from day one:

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28 Days Annual Leave, including bank holidays – We will increase this by one day for each year you’re at Flatpay, up to 5 additional days!

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Employee Assistance Programme – Free, confidential support on personal and professional matters

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Private Medical Insurance – Private medical cover for all employees

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Health Cash Plan – Claim back the cost of everyday health expenses

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Pension

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Monthly Socials

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UNLIMITED free snacks and drinks in the office

Hiring Process

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Application Review – Our Talent Team reviews your CV to assess experience and potential fit

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Talent Team Call (20–30 minutes) – A conversation to understand your background and discuss what motivates you

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1:1 Microsoft Teams interview with the Head of Operations

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Offer – Successful candidates receive a fast turnaround to offer