Director of Operations

Shieldpay is a rapidly growing payments platform that ensures secure and efficient transactions in highly regulated sectors. We are revolutionising how businesses and consumers handle secure payments. As we continue our journey, we’re looking for a dynamic Director of Operations to join our leadership team and drive operational excellence across our organisation.

Role Overview:

The Operations Director will be responsible for overseeing and improving the operational functions of Shieldpay as we scale our business. This leadership role requires a strategic thinker with deep experience in building scalable operating models, optimising payments, customer service and financial crime processes, and navigating the transition from Safeguarding to CASS (Client Assets Sourcebook) regulations as part of the current consultation to ensure compliance. You will work closely with cross-functional teams to ensure operational efficiency, develop and mentor a high-performing team, and support the company’s growth trajectory.

What you’ll be doing:

• Lead the development and execution of scalable operating models to support business growth.
• Provide clear directions to the teams on strategic goals, translating and prioritising them into business and performance measures.
• Optimise end-to-end operational processes, including payments, client onboarding, transaction monitoring, and customer service.
• Develop and implement effective capacity planning strategies to ensure operational efficiency and alignment with business demands.
• Build good working relationships with key clients and be an escalation point in cases of client dissatisfaction, ensuring a swift resolution for all parties.
• Ensure compliance with our regulatory requirements, including the transition to CASS (Client Assets Sourcebook) and other payment-related regulations.
• Mentor and manage a high-performing operations team, fostering a culture of collaboration, accountability, and growth.
• Setting up a fit-for-purpose operational framework including fully documented procedures and internal controls, and KPIs.
• Evaluating, recommending and partnering with internal and external stakeholders to develop new strategies and technologies.
• Establish and monitor key operational KPIs, ensuring that goals for efficiency, compliance, and performance are consistently met.
• Provide regular reporting to senior leadership on operational performance, opportunities for improvement, potential risks, resource availability to meet service level agreements (SLAs) and key performance indicators (KPIs).

What we’re looking for in you:

• An excellent understanding of payment schemes globally and in the UK.
• A digital mindset – looking to get things automated at every turn
• Excellent relationship development skills – able to develop productive commercial relationships with every part of the business
• A customer-first approach – whether an internal relationship, a direct consumer, or an external regulator – making sure we are able to meet and exceed expectations on every level
• An inbuilt need to be a team player communicate, and support the team(s) to help them get what they need
• Proven experience in payments operations and a deep understanding of payment systems and CASS compliance.
• Excellent knowledge of regulatory compliance within financial services, particularly in payments, AML, and FCA regulations.
• Excellent communication and stakeholder management skills, capable of influencing at all levels of the business.

Preferred Qualifications:

• In depth knowledge of principles, policies, and practices related to payment operations and banking, as well as expertise in digital payment processing including current industry processing models and new trends in the FinTech payment landscape.
• Personal resilience and ability to perform effectively in a high-pressure environment with a positive "can do" attitude and the ability to adapt quickly Knowledge of cloud-based payment solutions and emerging payment technologies.
• Project management certification (e.g., PMP, Agile) is a plus.