🏡🏢This is a Hybrid role, the Technical Operations team work from our Cardiff Office 3 days per week.

🕝Working hours: Mon-Fri, 40hrs

Business Operations Team at Capital on Tap
The Business Operations team is responsible for business-critical processes within Capital on Tap. Internally this role is known as a Technical Operations Officer. They focus on ensuring accuracy in financial tasks and promoting operational excellence. The team's main activities include owning manual money movement processes, promoting operational excellence, developing expertise, reviewing and improving processes, and collaborating with other operational teams and customer outreach.

What You’ll Be Doing
In the role you will own manual money movement processes, taking full responsibility for critical financial tasks requiring high accuracy, such as BillPay, customer refunds, and safeguarding. You will champion operational excellence by prioritising accuracy and attention to detail, striving for consistent, high-quality output. Your role involves becoming a subject matter expert on the company's financial processes, understanding their intricacies, and staying informed about updates. You will regularly review and improve manual processes to enhance efficiency and accuracy, proposing and implementing streamlining changes. Collaboration with other operational teams is key to ensuring processes meet Service Level Agreements, which include customer outreach across departments.

Day-to-day duties and responsibilities include:

• BillPay: Ensuring accurate and timely processing of customer bills.
• Redemptions: Managing risk and operations processes related to transferring Rewards points to customer bank accounts.
• Safeguarding: Ensuring all processes related to safeguarding customer funds are executed with precision and within SLA.
• Drawdowns: Ensuring unsuccessful drawdowns are returned, calculating any interest that needs to be refunded within SLA, and communicate
  decline reasons to customers to ensuring their understanding and minimising repeat contact.
• Risk Control: Identifying customers who can be added to preloading and present the data for action by the Fraud team.
• US Cash Advances: Leading a new company pilot offering drawdowns to US customers, understanding US regulatory compliance and timescales, and utilising software to effectively process US payments.
• Customer Refunds: Overseeing the processing of customer refunds, ensuring they are handled efficiently and accurately.
• Unallocated Cash Refunds: Managing the allocating and refunding of unallocated cash to customers, ensuring it is done promptly and correctly.
• Debt Sale Operations: Handling processes related to the sale of debt, ensuring compliance with all relevant procedures and regulations.

We’re Looking For 🔎

• Exceptional Attention to Detail & Reliability: A keen eye for accuracy and consistently delivers high-quality, dependable work, with a meticulous eye for detail critical in ensuring the accuracy of all financial processes.
• Adaptability & Fast Learning: Quickly grasps new processes and systems, demonstrating a proactive approach to learning on the job, and being open to new ideas and processes.
• Technical expertise: Deep understanding of the technical aspects of financial processes.
• Process Improvement Mindset: Enthusiasm for identifying and implementing improvements to existing workflows, with the ability to identify inefficiencies and recommend solutions to improve accuracy and customer satisfaction.
• Collaboration: Strong teamwork skills to work effectively with other operational teams and meet SLAs.
• Operational Excellence: Commitment to maintaining the highest standards in all aspects of financial operations.
• Customer-Centric Approach: Understands the impact of their work on the customer experience and is motivated to contribute positively.

Nice to have:

• Data Analysis: Possesses a willingness to learn and ideally some familiarity with data analysis tools (e.g., Looker, Snowflake) and strong proficiency in Excel/Sheets.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
🏥 Private Healthcare, including dental, hearing and optical services through Vitality
✈ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🏖 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog-Friendly Offices
🍫 Free drinks and snacks in our offices

Interview Process

🤝 First stage: Call with a Talent Partner
🤝 Final stage: Task to be completed and interview with Team Manager.