Operations Manager

Telleroo is a B2B payments platform built for UK SMEs to run payroll and supplier payments. We work primarily through accounting firms, who roll us out to their clients, meaning a single accountant partnership unlocks dozens of businesses we serve directly. We are an FCA-authorised Electronic Money Institution and a small, focused, fully remote team. The work is regulated, customer-facing, and high-leverage.

You'll take ownership of Telleroo's day-to-day operations, managing four team leads across Customer Support & Operations, Periodic Review, Transactions and Onboarding. Reporting to the COO, you'll set priorities, maintain service and control standards, resolve issues and develop your teams.

This is a hands-on leadership role covering client onboarding, ongoing due diligence, payment operations, reconciliations, complaints and regulatory controls. You'll need sound judgement, strong operational knowledge and the confidence to challenge decisions and improve processes.

You own the entire process, not just the delegation. You drive actions, follow up, remove blockers and remain accountable for results. Nothing falls through the cracks.
We expect you to think, not script.

• Lead and develop four team leads, setting clear objectives and holding them accountable for performance.
• Own daily operations, service standards, KPIs, reporting and backlog management.
• Oversee onboarding, periodic reviews and transaction monitoring in line with regulatory requirements and internal policies.
• Maintain effective payment controls, reconciliations, approvals and access management.
• Own operational escalations, complaints and incidents, ensuring timely resolution and compliance with regulatory deadlines.
• Identify inefficiencies, simplify processes and use automation and AI to improve performance.
• Manage team capacity, recruitment and operational cover.
• Work closely with Compliance, Product and Engineering to implement changes safely.
• Deputise for the COO on operational matters.

• 5+ years' operations experience in payments, banking, an EMI or a regulated fintech, including 2+ years managing team leaders or managers.
• Strong practical knowledge of at least two of the following: customer support, KYB/KYC onboarding, ongoing due diligence, payment processing and reconciliations.
• Proven ability to improve performance, manage backlogs and deliver measurable results.
• Experience managing operational risks, escalations and regulatory deadlines.
• Strong leadership, communication and problem-solving skills.
• A proactive, accountable approach — you take initiative, own outcomes and follow things through without being chased.
• Deep understanding of operational risks and controls, with sound judgement and the ability to escalate appropriately.

• Familiarity with Faster Payments, safeguarding, FCA requirements, the Money Laundering Regulations and financial-crime controls.
• Experience working with accountants, payroll providers or SMEs.
• Experience improving processes in a small, growing business.

• This role isn't suited to first-time managers, those without regulated operations experience, or anyone who prefers delegating over taking ownership. We're a small team, and everyone needs to be willing to get into the detail.
• You'll have genuine ownership of a regulated payments operation, direct access to senior leadership and the opportunity to shape how we work.
• We offer fully remote working, unlimited holiday and annual in-person team events in Europe.