SME Operations Manager

As the SME Operations Manager at Modulr, you will lead the day-to-day performance of SME Operations, ensuring consistent delivery across the full SME customer lifecycle, including onboarding, support, migrations, cancellations, refunds, and offboarding. This hands-on role involves managing your own caseload while guiding a high-performing team to achieve operational excellence. Modulr is a payments automation platform that streamlines money movement with accuracy, control, and reliability, processing over 200 million transactions and £180 billion annually.

Your key responsibilities will include owning the team's SLA framework by setting targets, monitoring performance, identifying root causes of breaches, and implementing remediation strategies. You will design and optimize processes, playbooks, and operating procedures to enable consistent, scalable execution in a high-frequency change environment. Additionally, you will drive automation and self-service transformation through the effective use of AI, working closely with Product and Technology teams to reduce manual touchpoints.

The ideal candidate will have proven experience in an operations management or team leadership role, preferably within financial services, payments, or a regulated environment. A track record of delivering consistent performance in a high-volume, process-driven environment with strong SLA accountability is essential. Strong people leadership skills, including line management, coaching, performance development, and building team capability, are also required.

Modulr offers a dynamic work environment with opportunities for professional growth and development. The company is committed to fostering a culture of innovation and collaboration, providing employees with the tools and support needed to succeed.