About us

At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere.  

GoCardless is used for domestic and international payments by 75,000+ organisations and counting, processing more than $30 billion across 30 countries. We’re an award-winning London based fintech, with additional offices in Riga, Paris and Melbourne.

Intro to Merchant Operations

This role will sit in the Merchant Operations Group. We’re responsible for a large number of GoCardless’ highest-throughput processes and systems, such as KYC and onboarding, customer support, payment operations and more. We need to ensure these run efficiently so that GoCardless can scale effectively & drive healthy margins. Everything we do is in service to our customers - both external and internal, wherever their location, and we strive for ambitious service and satisfaction levels.

The role

You will lead the Billing & Credit Control team, responsible for the accurate and timely generation and issuance of invoices, as well as the design and enforcement of credit control strategy and procedures to minimise bad debt and ensure timely payment from our customers. 

You will be responsible for leading the team through a period of significant change, as we are in the midst of replacing our billing system, and overhauling our pricing structure for invoiced merchants. Current processes are high-touch and manual today, so this role places a premium on excellent prioritisation and communication, balancing the needs of BAU and month-end processes against an ongoing change agenda. 

This is a senior position in the team, so over time you can expect your responsibilities to broaden further across Internal Operations as the team matures and you embed into the role.

What excites you:

Core responsibilities

• Ensure the accurate and timely completion of monthly billing processes, in collaboration with Finance and other stakeholders
• Manage GC’s outstanding debt position within acceptable tolerance, and ensure Dunning and credit collection escalation strategies are effective, accurate and proportionate. Collaborate with Finance to ensure bad debt provisioning complies with GC policy
• Provide stakeholder management to ensure team alignment with Finance, Sales, Customer Success and GC leadership
• Develop policies and processes to improve quality of outcome and throughput
• Drive operational excellence and a culture of continuous improvement, including the development of policies and processes that improve quality and scalability
• Collaborate with internal and external auditors during audits and provide necessary documentation and support

Leadership

• Lead a high performing team through a period of disruption and change, providing guidance, support and mentorship
• Set clear goals and objectives for the team, monitor performance and provide regular feedback and coaching
• Build the ‘bench strength’ of the team through cross-skilling and training, to eliminate single points of failure and enhance performance
• When necessary, calmly and confidently coordinate our response to incidents and manage the incident team

Operational Excellence

• Develop and implement a vision for excellence and improving performance against defined and agreed KPIs and regular reporting
• Actively participate in strategy definition, roadmapping and deployment
• Work closely with engineering and PD teams to define future product direction, agree desired business outcomes / requirements and influence prioritisation and delivery
• Ensure operational acceptance and handover of new capabilities (e.g. Billing Platform) and new billing requirements (e.g. new products)

What excites us:  

• You’ve had previous experience in a role where you were directly accountable for billing and/or credit control, working in a B2B environment of comparable scale
• You have excellent knowledge of all aspects of customer invoicing in a B2B environment, including calculation and invoice issuance
• You have excellent knowledge of collections and debt recovery strategies and processes in a B2B environment, including understanding of collections routine and third party escalation routes
• You have a track record of building, growing and retaining a high performing team
• You are a problem solver with excellent operational and commercial acumen, and the analytical skills to understand root causes deeply
• Excellent stakeholder management, negotiation and communication skills
• You have experience working closely with engineering and product teams to define business strategy and requirements/ outcomes, and influence prioritisation and delivery 

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

(some of) The good stuff

• Wellbeing - stay healthy with dedicated support and medical cover
• Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period
• Adaptive Working - allows you to work flexibly, around your lifestyle
• Equity -all permanently employed GCs get equity to help you make a valuable contribution 
• Parental leave -to suit everyone embarking on life's great adventure
• Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)

Life at GoCardless  

We're an organisation defined by our values; We start with why before we begin any project, to ensure it’s aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.

Diversity & Inclusion

We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCee’s’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.

We’ve got a long way to go, but here’s how we’re doing as of June 2023;

42% identify as women

28% identify as Black, Asian, Mixed or Other

9% identify as LGBTQIA+

9% identify as neurodiverse

2% identify as disabled

We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support.

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

Sustainability 

We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here. 

Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.