Business Operations Manager

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