Operations Manager

Job content

We’re looking for an Operations Manager, based primarily out of our Farnborough office, who will report into Emily, our Senior Operations Manager. This role is part of our wider operations function and is at the core of what we do at GoHenry, working across departments to help solve issues and create effective, scalable solutions.

Operations has been central to many of our major milestones at GoHenry, with the launch of our US service as a great example, as well as ensuring we are getting the best from our partners.

While we remain in a period of sustained growth in the UK, 2022 is our time to fully focus on scaling operations. To support our growth in this market, we are now looking to recruit an experienced Operations Manager, preferably with some experience in card payments, the prepaid market and exposure to the US.

This is a key role within GoHenry, giving you exposure across all teams and all verticals, where you will deep dive into the fundamentals of each of the company pillars (earning, spending, saving & giving) with their relevant product team, you will be an evangelist for our US customers and their needs. Working closely with the wider teams you will be able to gain a breadth and depth of experience you will be hard pressed to find elsewhere. We like to keep it interesting!

What you’ll do

• Business as usual support for new features, for example Apple Pay in the US, ACH, 3DS as it is adopted in the US market, ensuring that, once these features are released, the wider teams are ready for the launch, fully trained by the coaching team and with processes and procedures in place
• Project management – GoHenry has big plans! Are you ready?
• Working with the incumbent Ops Managers / Ops Product Team using rigorous data analysis and reporting to ensure new features are performing to meet set KPI’s.
• Working with the Tech Ops Team to ensure all relevant stakeholders are aware of all technological requirements in card payments and that, with an already busy roadmap, we are ready for those changes.
• Working with the incumbent Ops Managers to understand and support the systems used across the Operations Teams, Member Services, Risk & Administration.
• Managing supplier relationships, to include quarterly & annual reviews, for the Operations & Member Services systems
• Previous experience with SalesForce/ServiceCloud/Social Studio, NewVoiceMedia, In-Gage, LiveChat would be a strong advantage.
• Disaster Recovery simulations – the goal – no single point of failure across the team and a core able to handle various DR scenarios.
• Strong reporting skills necessary to ensure the Ops Team have relevant, timely data. We use a SQL database – the ability to query this will be a requirement.
• Budgetary responsibility – working with the incumbent Operations Managers to ensure departmental costs meet the requirements of the Member Services P&L.
• Evolving a strong technical/procedural understanding to ensure there is the ability to offer support on technical/procedural escalations from the Member Service, Risk & Admin Teams
• Please note that this role does not have any management responsibilities for a team

What we’re looking for

• You are a leader, decisive and able to share your passion for the job in hand
• A quick learner, able to take on a keen understanding of the GoHenry systems, front end, back end as well as the payment flows from both the acquiring and issuing perspective
• At least 3-5 years’ experience of payment, banking or other fintech systems, with experience in the US market
• You have an expert understanding of card payment systems
• Working with the rest of the Ops Team, you will ensure an awareness any new products/services due to be released by the Schemes and an understanding of how they work
• Organised & calm in a crisis – not put off by a fast paced, fast changing environment
• An effective communicator, a team player with excellent interpersonal skills
• Problem Solver – able to assess situations to identify causes, looking outside of the box to gather & process relevant information, generate possible solutions, and make recommendations and/or resolve the problem
• Starter/Finisher
• You know enough SQL to get the answers you need without relying on others and are able to prepare reports, manipulate large amounts of data and produce good looking documents, in line with the tasks allocated to you

What we’re offering

• Competitive salary
• goFlex - 3 days in Farnborough and 2 days a week from home
• Workplace pension scheme
• 25 days of holiday, plus flexible bank holidays
• Your birthday day off
• Family-friendly leave policies
• Flu Jab
• Death in service – 4x your annual salary from month 1
• Enhanced maternity leave – 20 weeks full basic pay after 2 years’ service and 26 weeks full basic pay after 3 years’ service
• Paternity leave – 4 weeks full pay after probation
• Westfield Cash Health Plan* (for you and your children)
• £100 pa* towards Physiotherapy, Acupuncture, Osteopathy, Homeopathy And Chiropractic Treatment can be used as any, one or combination of treatments you or your dependent children
• £100 pa* towards Acupressure, Allergy Testing/Food Intolerance Testing, Aromatherapy, Hypnotherapy, Indian Head Massage, Nutritional Therapy, Reflexology, Reiki And Sports Massage. Can be used as any, one or a combination of treatments
• For you and you dependent children
• £150 pa* optical fees each
• £375 pa* consultation fees each
• £100 pa* dental fees each
• Westfield surgery plan after 3 years’ service
• Westfield Rewards (receive discounts at over 600 retailers)
• Mental health platform – Open up
• 5 days annual leave carry over
• Cycle to work scheme
• Training opportunities to further develop your craft
• Choose your own equipment

About GoHenry

GoHenry is a London and New York-based fintech company that pioneered the youth fintech and financial education category. We are on a mission to make every kid smart with money and to delight our community of 2 million parents, kids, and teens with innovative, market-leading tools to help parents raise financially healthy kids.

GoHenry offers a debit card and app for kids and teens and companion apps for the family, with in-app tools for sending money, automating allowance, managing chores, setting savings goals, giving to charity, and in-app financial education lessons where kids can watch videos, take quizzes and earn points & badges. This is all designed to help kids and teens build good money habits that will last a lifetime.

We’re proud to say...

We help over two million members improve their money skills every single day.

We’re one of Tech Track’s top 50 fastest growing UK companies.

We were nominated for ‘Best Personal Finance App’ at the British Bank Awards 2020.

We were voted ’Best Children’s Financial Provider’ at the British Bank Awards 2021.

Our kids and parents have donated over £200,000 of their own money to NSPCC via their GoHenry accounts

We won the Kids’ Cards category of Finder’s Customer Satisfaction Awards 2022

But we’re still growing, and that’s why we need you.

GoHenry is an equal opportunity employer, and we’re on a mission to foster a diverse & inclusive workplace. Individuals seeking employment at GoHenry are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

Want to join our mission?

If GoHenry sounds like a place you’d like to be, please apply using the link below.