Head of Operations

Bondsmith is a fast growing digital cash savings platform focused on helping customers make the most of their money by offering access to a wide range of savings products.

We work with financial institutions like wealth managers, fintechs, banks, and advisors, providing them with tools to get better returns on cash, engage more effectively with clients, and simplify their operations. Our goal is to help savers get the most out of their cash.

At Bondsmith, our core values are rapid and continuous improvement, delivering good customer outcomes, and taking end to end ownership. Our team is made up of experienced professionals who are passionate about delivering excellent service and finding new ways to solve challenges in financial services. Joining us means working in a fast-paced environment where you will be making an impact on the financial lives of thousands of savers.

We’re regulated by the Financial Conduct Authority in the UK.

| Job Title | Head of Operations |
| Department / Function | Operations |
| Reports To | Chief Operating Officer (COO) |
| Location | London, hybrid |
| Contract | Full-time, permanent |
| Salary / Grade | Competitive salary plus share options |

The Head of Operations owns the engine room of Bondsmith's Cash Savings platform across the UK and Jersey. The role makes sure every pound placed with our partner banks is accounted for, every payment lands on time, and every product on the platform is built and priced correctly.

Operations is the backbone of Bondsmith: it runs some of our most critical regulatory controls, and every customer, bank and distributor feels its quality directly. The Head of Operations owns platform operations end to end - from bank and distributor onboarding through product management, order and payment processing, reconciliations, Cash ISA administration, customer support and reporting - and delivers against agreed service levels and regulatory and contractual requirements.

As volumes, partners and products grow, the role leads the Operations team, sets its controls and KPIs, plans capacity ahead of demand, and is the voice of Operations at leadership level, working closely with Product, Engineering, Risk and Compliance, and Finance.

• Own bank deposit reconciliations across all banking and distribution partners.
• Run the daily safeguarding and client money reconciliation controls under the Electronic Money Regulations 2011, CASS 7 and CASS 15, including break triage, escalation and breach logging.
• Make sure discrepancies are identified and resolved promptly and drive the highest levels of automation in the reconciliations process.

• Make sure all payments between customers, distributors and banks - funding, withdrawals, settlement and maturities - are made and received accurately, on time and in line with agreed SLAs.
• Oversee order processing, bank instruction timings and the handling of exceptions.
• Maintain approval and clear audit trails on every manual payment and exception.

• Make sure bank products are built accurately (rates, fees, terms and features), approved, and assigned to the right distributors.
• Action rate changes and product closures promptly, and reconcile platform rates against bank rates.

• Run onboarding and offboarding of partner banks and distributors.
• Deliver accurate, timely partner reporting to banks and distributors, including balance reconciliations, FSCS reporting and MI submissions.
• Own client support for distributors and first-line triage of customer, platform and bank queries.

• Make sure customer correspondence and complaints are handled and resolved promptly, in line with internal standards and regulatory expectations.
• Make sure all Cash ISA operations, including ISA transfers, are handled accurately and in line with HMRC rules and internal policy as transfer volumes grow.

• Maintain service delivery to clients in line with agreed service levels and contractual commitments across all banking and distribution partners.
• Partner with Risk and Compliance to keep a strong operational control environment, and support compliance monitoring and audits.
• Lead operational incident management, from detection through to client communication and root-cause follow-up.
• Escalate operational risks and service issues to senior management promptly, with clear…