General Manager

Job Description:

General Manager / Business Unit Leader MWC Partners Position Reporting to the Group Leader, the General Manager is responsible for the overall leadership, operational performance and profitability of MWC Partners. The role is accountable for delivering the agreed business strategy, developing the leadership team and ensuring the business delivers sustainable profitable growth, operational excellence and exceptional customer outcomes. Working closely with the wider Pallas Group, the General Manager will lead the continued evolution of MWC Partners by increasing recurring revenue, expanding payments revenue, driving product innovation, embedding AI across the business and adopting Group best practice to improve long-term business quality and shareholder value.

Leadership Provide strategic leadership, direction and motivation across the business. Develop, coach and build a high-performing management team. Foster a culture of accountability, continuous improvement and customer focus. Lead organisational change and succession planning. Strategy Develop and execute the business strategy. Identify opportunities to increase recurring revenue, payments revenue and customer lifetime value. Develop strategic partnerships and commercial opportunities. Ensure products and services remain competitive and commercially relevant.

Financial Performance Deliver agreed Revenue, EBITA and business performance targets. Lead budgeting, forecasting and resource planning. Ensure the business operates within agreed Group financial and operational ratios. Drive improvements in profitability, operational efficiency and recurring revenue quality. Commercial & Payments Work closely with the Commercial Director to maximise new business, customer retention and recurring revenue. Champion payments as a strategic growth driver across the business.

Work with Vesta Merchant Services to maximise payments revenue, customer adoption, Share of Wallet and customer lifetime value. Support major commercial opportunities and strategic customer relationships. Product & Innovation Provide strategic oversight of the product portfolio. Work with Product, Engineering and Commercial teams to ensure investment aligns with customer demand and business strategy. Promote scalable, repeatable products and services that increase recurring revenue, payments revenue and customer value.

Support the commercialisation of new products and intellectual property. Technology & AI Champion the effective use of AI, automation and technology across the business. Drive measurable productivity improvements, operational efficiency and reduced cost to serve through AI, automation and the effective use of business systems. Promote AI-enabled product innovation and scalable ways of working. Ensure technology, automation and AI are embedded across all business functions to improve customer experience, operational performance and business profitability.

Customer Success Ensure the business delivers exceptional customer service and customer outcomes. Build and maintain executive relationships with key customers and partners. Support major customer escalations where required. People Recruit, develop and retain high-performing employees. Lead performance management and succession planning. Build organisational capability and employee engagement.

Proven leadership experience within a software or technology business. Strong commercial and financial acumen. Experience leading multidisciplinary teams. Experience developing software products and services. Experience leading organisational change and continuous improvement. Strong customer relationship and stakeholder management skills. Excellent communication, leadership and influencing skills. Experience with in Retail Technology, Hospitality Technology, Payments or SaaS would be advantageous.

Commercially minded with strong business acumen. A confident and inspiring leader. Customer focused and commercially aware. Analytical, decisive and results driven. Adaptable and comfortable leading change. High integrity with a collaborative approach. Passionate about continuous improvement and innovation. Comfortable using AI and technology to improve business performance.

Success in the role will be measured through:
Delivery of financial targets and forecast accuracy. Sustainable profitable growth. Growth in recurring revenue. Growth in payments revenue, Share of…