Implementation Analyst

Edinburgh

• Are you curious, excited by experimentation and always looking to innovate?
• Do you want to work in embedded payments where you can keep learning and developing whilst getting hands-on experience?
• Do you want to have the opportunity to work in a high growth environment with a fast paced and collaborative culture where you will be part of a dedicated team delivering a seamless, compliant and efficient onboarding experience?

If so, we would love to connect and collaborate!

About us

At Modulr, our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products.  

We have created an industry-leading API platform with comprehensive online tools and access, to meet the demands of daily business payments. We have two routes to market. Our Core Business Payments product allows customers in any sector to connect to us and our expanding network of accounting and payroll platforms, including Sage, Xero, BrightPay and IRIS to automate payments. Our Vertical Solutions targets a growing range of industry verticals which directly connect their IT platforms to our APIs and webhooks. We solve complex payment problems for hundreds of clients in a range of industries, including Travel, Lending, Wage Advance, and Investment & Wealth.  

We are deeply integrated into the payment eco-system. In the UK, we are direct participants of Faster Payments and Bacs. Modulr hold settlement accounts at the Bank of England. Our payment network connectivity includes CHAPS, Open Banking, SEPA, SWIFT and account issuance in multiple currencies. We are principal issuing members of Visa and Mastercard schemes across UK and Europe.  

Our regulatory permissions and governance structure are the foundations of our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank.  

Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by the venture arms of payments giants PayPal and FIS, as well as growth investors Blenheim Chalcot, General Atlantic, Frog Capital and Highland Europe.  

Modulr now has over 400 employees spread globally across offices in London, Edinburgh, Amsterdam, and Mumbai. 

Modulr values

• Building the extraordinary; going that extra mile.
• Owning the opportunity; be passionate and proud of the time you invest.
• Move at pace; reach goals faster whilst supported on your career journey.
• Achieve it together, working collaboratively and being a Modulite.

The team 

As part of the Onboarding and Implementation team, we are dedicated to delivering a seamless, compliant, and efficient onboarding experience. Our mission is to empower clients with the knowledge and tools they need to succeed, driving rapid revenue growth for Modulr and ensuring unparalleled customer success.

The wider business teams are based in Edinburgh, London, Amsterdam and Mumbai. Modulr has an office-first policy as face-to-face and ad hoc collaboration will maximise our ability to meet our ambitious growth and profitability goals.  In practise we expect our colleagues to be in-office at least 4 days per week.

The role

Specific duties

Depending on the project, you will need to be comfortable doing the following:

• Ensure a seamless implementation experience by swiftly enabling customers to effectively use Modulr's products. Manage their needs proactively, maintain professionalism, and communicate clearly to build trust and set realistic expectations.
• Engage directly with clients to assess setup requirements and communicate complex technical concepts clearly. Utilise strong analytical skills to review technical documents and integrate system solutions within a dynamic environment.
• Streamline processes to maximise customer retention and product knowledge.
• Adopt proactive management to ensure rapid go-live and transaction start and stay adaptive to changes staying accountable to SLAs.
• Ensure all activities are well-documented and regulatory compliant.
• Foster effective collaboration with internal and external stakeholders, contribute to a high-performing team culture, and take accountability for delivering agreed objectives.
• Manage workflow assignments proactively, coordinate internal resources, and resolve problems to ensure commitments are met.

About you

The successful Implementation Analyst will have a track-record in delivering results in a fast-moving scaling business and hence you must be comfortable with change and uncertainty. More specifically the ideal candidate will have:

Technical Expertise

• Sound understanding in implementation setup for all products and API troubleshooting
• Basic understanding of how APIs work, with experience troubleshooting using tools like Postman being highly desirable
• Ability to break down complex technical issues and translate these into feature requests or report critical bugs
• Proficiency in managing the implementation of all products (i.e. CoP, Direct Debits, Cards, PISP)

 Problem-Solving and Collaboration

• Comfortable solving problems independently and raising queries to other teams when necessary
• Keen interest in helping colleagues solve problems and sharing knowledge
• Ability to navigate ambiguity and adapt to frequently changing processes
• Capable of providing clear and concise status updates and timely flagging of issues
• Participate in driving continuous improvement initiatives within the team

 Project and Time Management

• Experience in managing multiple projects with external customers in a technical environment, preferably within FinTech in an Implementation, Operations or Customer Support role
• Autonomous and self-starting approach to handle immediate customer issues alongside longer-term projects
• Data-driven and organised to clearly communicate priorities and process improvements
• Ability to prioritise workload to ensure SLAs are consistently met within agreed timeframes

 Customer Focus

• Passionate about the customer's experience, with the ability to design and deliver processes to achieve this consistently
• Enjoy interacting with customers in a friendly, professional manner, building trust and strong relationships
• Champion the customer’s perspective internally, helping teams understand the value created for clients
• Consistently receive good feedback from customer

What can Modulr offer you

You will be part of a cross disciplinary team(s), with co-workers located in Edinburgh, London, Amsterdam, and India. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow.

• Share Options Incentive Scheme.
• Company Bonus - the more successful we are together, the greater the reward.
• Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs. Including Private medical insurance, gym membership, health checks etc.
• Perkbox - enjoy freebies and discounts on many other products and services.
• 33 days holiday (including bank holidays) & your birthday off - choose which days you take off to relax and/or spend time with loved ones.
• Learning Opportunities – on joining Modulr you will embark on our 2-day onboarding programme, called ModStart, to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
• Modulr hands-on - join your colleaguesfor our company wide events throughout the year.
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in Exchange Cresent Edinburgh, ScaleSpace in London, and WeWork in Amsterdam.
• Bike to work / E-bike scheme.

ModInclusion

At Modulr, we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team, it’s also the right thing to do for our business, the community we operate in and attracting future talent. As part of our approach, we actively welcome applications from candidates with diverse backgrounds.

By submitting your CV you understand that we have a legitimate interest to use your personal data for the purposes of assessing your eligibility for this role.  This means that we may use your personal data to contact you to discuss your CV or arrange an interview, or transfer your CV to the hiring manager(s) of the role you have applied for.  You can ask us at any time to remove your CV from our database by emailing peopleops@modulrfinance.com – but please note that this means we will no longer consider you for the role you have applied for.