Operations Manager - Payments

Operations Manager Payments

Our client, a growing payments company operating as an ISO (Independent Sales Organisation), is seeking an experienced Operations Manager to take full ownership of the operational function. This is a pivotal role and the companys first dedicated operations hire. The ideal candidate will have strong experience in merchant services, a deep understanding of onboarding processes, and proven ability working with acquiring banks, partner providers, and payment platforms.

This position will suit someone who has previously worked in a payments ISO, acquirer, merchant services provider, or PSP, and who is confident managing day-to-day operations while building processes for scale.

Key Responsibilities

Operational Leadership

• Manage all operational processes across the ISO, ensuring smooth merchant lifecycle management from application to live processing.
• Build, refine, and document operational workflows, procedures, and SLAs.
• Act as the main operational point of contact internally and externally.

Merchant Onboarding & Underwriting

• Oversee merchant onboarding, ensuring all applications meet bank and scheme requirements.
• Manage underwriting checks, risk categorisation, KYC/AML verification, and escalations.
• Review and refine onboarding criteria with acquiring banks where required.

Bank & Partner Relationship Management

• Maintain strong working relationships with acquiring banks and third-party providers.
• Handle operational escalations, underwriting queries, and approval processes.
• Monitor service levels and ensure alignment between the ISO and banking partners.

Risk, Compliance & Scheme Alignment

• Monitor operational risk, fraud indicators, and compliance requirements.
• Ensure processes adhere to card scheme rules, ISO policies, PCI, GDPR, and internal standards.
• Manage operational aspects of chargebacks, disputes, and evidence submissions.

Skills and Experience

• Proven experience in an ISO, PSP, acquirer, or merchant services environment.
• Strong understanding of merchant onboarding, underwriting, risk, and scheme requirements.
• Experience working closely with acquiring banks and payment partners.
• Solid operational mindset with the ability to build processes from scratch.
• Excellent communication skills and the confidence to manage internal and external stakeholders.
• High level of attention to detail and strong organisational ability.
• Ability to work independently and thrive as the first operations hire.

Hours, Salary and Location

• Salary: £55,000 - £65,000 Plus Commission
• Hours: Full-time, Monday to Friday
• Location: London (hybrid option available)