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 committed service and satisfaction levels.

The role

You will oversee the Tooling & Optimisation team, which is dedicated to continuously improving the efficiency & performance of operations through technology and process optimisation. You will report to the Director of Internal Operations, but you will support all teams across Merchant Operations, including Customer Support, Compliance Operations and Risk Management (Fraud, Credit, AML).

What excites us:   We’re looking for someone who is operational, able to drive activities from design to conclusion delivering both individually and through the team you lead; a bias towards action is essential.You will need to balance trade-offs and competing priorities, such as an ability to find pragmatic solutions and efficient ways forward, collaborating across Engineering, IT and other support services.We’re looking for someone with experience in transformation and business change, so you know what to expect and how to deliver change effectively to a live operation.

• You have a proven record of improving internal processes, demonstrated by cost reduction and better customer experience
• You have experience leading, coaching and developing teams
• You have excellent verbal and written communication skills. Success in this role will in large part be steered by your ability to connect with stakeholders and drive consensus.
• You have strong Business acumen and a data-driven approach to ensure we make the right decisions swiftly. You’re comfortable building business cases to justify and prioritise investments
• You have experience with business and operational analysis
• You’re positive and don’t get too bogged down when facing obstacles

Bonus points if:

• You have experience working in an operational environment with an organisation of similar or greater size and complexity
• You have a relevant professional qualification in project management or process improvement (e.g. PRINCE2, Six Sigma), and the practical experience of using it

 

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

This role will be based in London, but we operate a hybrid work model; you won’t be expected to be in the office every day. We support teams in both the UK and Riga, so some periodic travel may be expected.

(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.