📍 Manchester | 🏢 3 days per week in office 

Payment Operations/Customer Operations 🚀
You will be the first person in our brand new payments and cards team at Capital on Tap. You will be responsible for the execution, reconciliation, and troubleshooting of multi-currency payment rails and card infrastructure across the US and UK markets

What You’ll Be Doing 🗃️

• Take full accountability for architecting and running our newly created Payment Operations department in a fast paced environment, converting strategic business goals into a nimble, highly efficient, and customer-centric operational reality. 
• Manage daily transaction workflows, clearing real-time payment queues and resolving exceptions across Faster Payments and CHAPS infrastructure to maintain optimal intraday liquidity and uninterrupted payment flows.
• Manage and scale card operations, taking frontline accountability for payment recalls, and the end-to-end offline payment chargeback dispute pipeline.
• Oversee the operational execution of the UK Direct Debit scheme, ensuring robust controls are in place to manage the indemnity claim process efficiently while protecting business balances.
• Build and oversee strong control frameworks to reduce financial loss and operational risk.
• Act as the primary operational contact for critical partners (e.g., ClearBank, Pay.UK), driving daily scheme compliance, monitoring infrastructure health, and resolving complex transaction bottlenecks.
• Define and track KPIs to measure performance 
• Serve as the final frontline escalation point for payment system outages or processing drops, driving quick resolution and conducting post-incident reviews to prevent future issues.

Our Values & Culture 🌞

• Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly.
• Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage.
• Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard.
• Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done.
• Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback.

We’re Looking For 🔎

• Substantial leadership experience in financial services and card/payments scaling, with deep structural knowledge of UK and US domestic clearing systems (Faster Payments, CHAPS, Fedwire, ACH) and frontline settlement mechanisms, specifically optimised for high-velocity, high-value business and corporate transactions. 
• An adaptable and pragmatic leader with a hands-on, solutions-driven approach to problem solving. 
• A proven track record of leading high-performing teams in a fast-paced environment.
• An analytical thinker skilled in interpreting complex data and driving evidence-based decision-making.

Interview Process 🤝

• Stage 1: 30 minutes with a Talent Partner
• Stage 2: 60 minutes with a Head of
• Stage 3: 60 minutes with the Customer Operations Director

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
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians 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
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 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

Check out more of our benefits, values and mission here.