Operations Director

An opportunity to execute the company vision and strategies, through the establishment of effective customer-first, secure procedures to take the group to the next stage of our commercial evolution

This role can be based out of our London or Haywards Heath office - with flexibility for remote working arrangements.

The opportunity

We are looking for an Operations Director who will be able to own and lead both our relationship management, financial operations, and customer operations teams within our shared services function.  You will work closely alongside the CFO/COO and your respective team leads, to execute the company vision and strategies, through the establishment of effective customer-first, secure procedures to take the group to the next stage of our commercial evolution.

What you’ll be doing

  • Be responsible for understanding and translating the business roadmap into creating the Operational needs of a rapidly growing business
  • Create and implement scalable processes that ensure efficient ways of working – and are able to facilitate business growth globally
  • Build a structure that provides long-term succession planning – and allows team growth in both capability and capacity
  • Effectively put a blueprint of delivery in place to ensure blockers are identified and removed, especially when dealing with technology and gelling together across-functions
  • Effectively communicate upwards any critical commercial updates as part of the leadership team for shared services
  • Maintain continuous lines of communication, keeping the Senior Management informed of all critical issues
  • Provide effective and inspiring leadership through active involvement in all programs and services, developing a broad and deep knowledge of all programs
  • Identify opportunities for the Company to influence cross-program strengths to take advantage of new opportunities and/or to address organisational challenges
  • Lead, coach, develop and retain the team to become a world-class Operations Team

What are we looking for in you

  • A digital mindset – looking to get things automated at every turn
  • Excellent relationship development skills – able to develop productive commercial relationships with every part of the business
  • A customer-first approach – whether an internal relationship, a direct consumer, or an external regulator – making sure we are able to meet and exceed expectations on every level
  • An inbuilt need to be a team player – with a number of growing teams – that empathy to relate, communicate, and support the team(s) to help them get what they need

Skills and experience required

  •  Proven experience as an Operations Director, having grown-up out of an Operations function within the fintech marketplace
  • Should have a background from within the digital payments marketplace
  • Experience from within a regulated business
  • Direct experience from having been within a rapidly scaling business
  • Strong work ethic and leadership skills, able to set the right example and roll up their sleeves to help out as needed
  • Excellent project management skills, time management and problem-solving skills
  • Experience in not only leading a team, but in developing a team to reach its potential
  • Strong understanding of technical concepts, analytical skills, and attention to detail
  • Strong written and verbal communication skills; a persuasive and passionate communicator with excellent public speaking skills and the ability to form great working relationships


Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age 

Additional information

  • Remote status

    Flexible remote

We usually respond within two weeks

Or, know someone who would be a perfect fit? Let them know!



We’re proud that we are able to offer a package of benefits that is above the UK fintech average, designed to look after our people at every stage of their journey with SPG. But don’t think we are resting on our laurels, we are constantly reviewing our offering, and listening to feedback, to make sure we are able to help and support our team…

  • Share options

    We are pleased to issue each new employee a package of share options which ensures that they really can be part of the Group's success.

  • Private medical insurance

    We offer cover for our employees with no financial excess, and coverage of pre-existing conditions, from what we believe is the industry leader in physical AND mental health cover.

  • Life assurance

    Our employees can rest assured that their loved ones will be supported should the worst happen.

  • Pension

    We have a matched workplace pension scheme via Nest

  • Interest-free season ticket loan

    It may not have had a big take-up in 2020 – but it’s there if our people need it.

  • Unlimited annual leave

    We did away with the old-school cap on annual leave allowances to ensure our employees are able to step away from the office and keep a healthy work/life balance. (and we underpinned this with a minimum amount to make sure that it is taken!)

  • Mental well-being days

    Our employees can take a day a month away from work without booking or need to seek approval – for those days when your head is just not in the right space.

  • Enhanced allowances

    From maternity leave to eyecare, we don’t just offer the basic – we make sure that we are able to go the extra mile and offer well above the average for our employees.

  • Mental well-being support

    We have a calendar of events throughout the year for our employees – as well as the offer of membership to download the Calm app for each employee.

  • Flexible working

    We were always flexible in our approach even before the pandemic – and we are pleased to treat our employees like real adults and judge them on the work they do – and not the hours that they have sat at their desk.

Workplace & culture

Our team is filled with ambitious, curious and entrepreneurial people. We hire and nurture inquisitive, creative minds looking to flourish in a supportive and collaborative environment, recognised by being placed within the top 50 startups to work for in 2021 by Tempo. 

We don’t like old fashioned corporate hierarchy. Instead we like to empower our people to make a change and be autonomous in their role with all the support you need with the other teams around you.

Already working at SPG?

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