Head of Payment Operations and Services

4 days ago

London, Greater London, United Kingdom Dojo Full time £60,000 - £120,000 per year

The Role… 

We are seeking an experienced, strategic, and results-oriented Head of Payment Operations and Services to head up and scale our payment's operations function. This is a critical leadership role that will be responsible for the end-to-end management of all payment processing activities, including card transaction processing, scheme settlement, reconciliation, customer transfers and Safeguarding. 

The ideal candidate will have a deep understanding of the payments ecosystem, a proven track record of building and supporting high-performing teams, and a passion for using data and technology to drive operational excellence.

What You Will Do…

Leadership & Strategy:

Develop and execute the strategic vision for the Payment Operations and Payment Services areas, aligning with Dojo's overall business objectives.Guide, mentor, and grow a team of payment operations specialists, analysts, and managers.Foster a culture of continuous improvement, accountability, and customer-centricity.Build and nurture strong, trust-based relationships with partner bank operational and compliance teams to ensure full alignment on safeguarding, regulatory requirements, and liquidity management, minimising operational risk.

Operational Management:

Oversee all daily payment operations (domestic & international), ensuring the timely and accurate processing, reconciliation, and settlement of transactions across multiple card schemes (Visa, Mastercard, etc.).Accountable for the Safeguarding of Customer Funds- ensuring the reporting is accurate and timely.Implement and maintain robust operational procedures and controls to ensure compliance with financial regulations and industry standards.Oversee the end to end management of payment terminals and merchant operations ensuring seamless onboarding, deployment, maintenance, and service excellence.

Process Improvement & Automation:

Identify and implement automation opportunities to increase efficiency, reduce manual effort, and improve the scalability of our operations.Advocate for data-driven decision-making, using metrics and dashboards to monitor performance, identify trends, and drive improvements.Work cross-functionally with product, engineering, and finance teams to influence the product roadmap and build tools that enhance operational capabilities.

Compliance & Reporting:

Ensure all payment operations adhere to regulatory and scheme compliance requirements.Prepare and present regular performance reports to senior management, highlighting key metrics, trends, and strategic initiatives.Manage audits related to payment and fraud operations.

What You Will Bring…

Proven experience (8+ years) in a senior leadership role within payment operations, risk, or treasury, preferably within a high growth fintech, PSP, or e-commerce company.In-depth knowledge of the payment ecosystem, including card schemes (Visa, Mastercard), settlement, reconciliation, and Safeguarding processes.Demonstrable experience building, and scaling a high-performing operations team in a fast-paced, dynamic environment.Strong analytical abilities: Experience with data analysis and performance metrics, particularly related to payment flows, payment success rates, and reconciliation.Problem-solving abilities, with a strong attention to detail and accuracy. A proactive approach to troubleshooting payment issues, identifying root causes, and implementing sustainable solutions.Excellent communication, interpersonal and stakeholder management skills, with the ability to influence and collaborate across all levels of the organisation.A solid understanding of regulatory and compliance requirements within the payments industry both domestically and internationally.

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