SME Operations Manager

SME Operations Manager

London UK

Full-time

In office 4 days/week

• Are you a hands-on operations leader who thrives on owning end-to-end delivery while building and developing a high-performing team

• Do you havea track recordof designing scalable processes driving automation and delivering consistent SLA performance in a fast-paced environment

• Are you excited by the opportunity to shapeModulrsfuture SMEoperatingmodel reducing manualtouchpointsand driving self-serve transformation

If so we would love to hear from you!

Who We Are

Modulris the payments automation platform that streamlines money movement with accuracycontroland reliability built to scale. Processing over 200mn transactions and 180bn annuallyModulris trusted by more than 6000 businesses to automate payment and reconciliation workflows removing manual work loweringcostsand reducing errors.

Modulrprovides a single platform for automating how money moves into and out of a business - including payroll supplier payments spend management and payment collection. With over a decade of experience as a regulated payments providerModulrdelivers the reliability needed to run mission-critical finance operations at scale.

Find out more about us on ourwebsiteandcareers site.

The Role

As Manager of SME Operations you will own the daytoday performance of SME Operations with full accountability for delivery and reduced reliance on senior leadership for routine operational matters.

You will lead consistent execution across the full SME customer lifecycleonboarding and support migrations cancellations refunds and offboardingin a handson playermanager role managing your own caseload while leading by example.

Alongside delivery you will drive operational transformation: simplifying and standardising processes building scalable playbooks and accelerating the shift toward automation and selfservice. Success in this role isestablishinga scalable SME onboarding and support model that minimises manual intervention and frees team capacity for highervalue work.

WhatYoullDo

• Own day-to-day leadership of SME Operations being accountable for consistent performance and delivery against SME growthobjectives.

• Lead and prioritise operational execution across delegate onboarding and support migrations cancellationsrefundsand offboarding remaininghands-on with complex or high-priority cases.

• Own the teams SLA framework: set targetsmonitorperformanceidentifyroot causes ofbreachesand implement remediation.

• Design and optimise processesplaybooksand operating procedures to enable consistent scalable execution in a high-frequency change environment.

• Drive automation and selfservice transformation through the effective use of AI aligned toModulrsfuture SMEoperatingprinciples working closely with Product and Technology to reduce manual touchpoints.

• LinemanagesSME Operations Executives and administrative support including performance reviews objective-settingand career development.

• Coach and develop the team acting as the first point of escalation and building capability rather than creating central dependency.

• Own delegate relationships from an operational perspective supporting partner-led scale and ensuring partner-facing SLAs are consistently met.

• Use data reporting and dashboards toidentifyoperational riskstrendsand performance improvement opportunities producing regular MI for SME Ops leadership.

• Act as the operational interface with Product Compliance Finance and Growth teamsrepresentingSME Operations in cross-functional meetings and forums.

Who You Are

Whatyoullneed

• Proven experience in an operations management or team leadership role ideally within financial servicespaymentsor a regulated environment.

• A track recordof delivering consistent performance in a high-volume process-driven environment with strong SLA accountability.

• Experience designing and improving operational processesplaybooksand procedures to drive scalable efficient execution.

• Strong people leadership skills confident in line management coaching performance development and building team capability.

• Comfortable working with data MI and dashboards to drive insight manage performance and communicate clearly with senior stakeholders.

• Strong cross-functional collaboration skills with experience working alongside Product Technology Compliance or Finance teams.

Nice to haves

• Background in SME onboarding B2B customer lifecycle management or delegate/partner operations.

• Experience contributing to or leading automation and self-serve transformation programmes.

• Familiarity with payments infrastructure regulatedproductsor financial services compliance frameworks.

What We Offer You

• Share Options We offer a Company Share Option Plan (CSOP) giving you the opportunity tobenefitfrom any increase in share valuein the event ofa sale merger or flotation.

• Bonus Our annual discretionary bonus paid in May for the previous year is based on both company and individual performance.

• Flexible benefits- 1000 to spend on benefits to suit you including private medical insurance gym membership dental etc.

• Wellbeing app confidential on-demand access to therapy coaching counselling managementtrainingor mindfulness sessions with accredited professionals with company-funded hours and top-up options available.

• Holidays-33 days annual leave (including bank holidays) plus your birthday the UK Christmas Day Boxing Day and New Years Day are fixed holidays. You can choose the remaining days to suit your personal schedule.

• Learning opportunities- Our two-day onboarding programModStart helps equip you for success. Learningdoesntstop there;wellcontinue to support your development through various channels.

• Company-Wide Events-Participatein collaborative and engaging events with colleagues across the business.

• Bike to work / E-bike scheme

ModInclusion

At Modulr were committed to building a diverse equitable and inclusive culture where everyone feels they belong and canbring their whole self to work. We welcome applications from candidates of all backgrounds as we believeitsthe right thing for our people our business and the community weoperatein.

Bysubmittingyour CV you consent to us using your personal data to assess your application contact you or share your CV with relevant hiring managers. You can request removal of your data at any time by emailing- though this will withdraw you from consideration for the role.