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
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