Business Operations Manager
Description
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
Run cross-team projects end to end: scope, plan, deliver, and measure whether they worked
Find what’s broken in queues, SLAs, handoffs and data, get to the root cause, and redesign the process
Build automation with Zapier, Slack workflows and Claude Code so teams spend less time on manual work
Help redesign our people processes and HR systems so employee lifecycle events run with far less admin
Build the trackers, dashboards and reporting that leadership uses to make decisions
Bring a commercial lens to everything: cost to serve, business cases, and prioritising by impact
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
Structured thinking and clear written communication
Ability to run multiple workstreams at once and close every loop
Influence without authority: you can bring team leads and senior stakeholders with you without a title behind you
Leadership character, while being just as happy as an individual contributor
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.
Happy Humans – We bring energy to our work and create teams people enjoy being part of.
No Assholes – We perform at a high level while treating colleagues and customers with respect.
It’s Our Business, Own It – Everyone takes responsibility and manages their work like it’s their own business.
Start With No – We challenge ideas, think commercially and focus on what truly creates value.
Sky-High Ambitions – We set bold goals and expect people to keep raising the bar.
The Best Argument Wins – Titles don’t decide outcomes. We debate openly to reach the best decisions.
Background & Requirements
3+ years in early-stage startup operations, a founding team, consulting or strategy, or fintech/payments operations
Track record of building and shipping tools or automations without waiting for an engineer
Hands-on with workflow design tools (Zapier, Slack workflows) and comfortable building with AI tools like Claude Code
Fluent in English
Right to work in the UK (unfortunately we can’t offer visa sponsorship right now)
Nice to have:
Payments or acquiring knowledge (KYC/KYB, chargebacks, MCCs)
Exposure to UK HR or people operations
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:
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!
Employee Assistance Programme – Free, confidential support on personal and professional matters
Private Medical Insurance – Private medical cover for all employees
Health Cash Plan – Claim back the cost of everyday health expenses
Pension
Monthly Socials
UNLIMITED free snacks and drinks in the office
Hiring Process
Application Review – Our Talent Team reviews your CV to assess experience and potential fit
Talent Team Call (20–30 minutes) – A conversation to understand your background and discuss what motivates you
1:1 Microsoft Teams interview with the Head of Operations
Offer – Successful candidates receive a fast turnaround to offer