Dwelly - Operations Manager — Payments
Requirements
• 5+ years of experience in payments or finance operations at scale • Direct line management experience of 20–30+ people, ideally across multiple sites • Experience in fast-growing, operationally intensive environments (multi-site / multi-branch) • Proven track record of managing teams against SLAs using dashboards and clear KPIs • Strong Excel and BI skills • Comfortable acting as an escalation point for complex or sensitive payment issues • Preferred: • Experience in lettings, property management, or another regulated client-money environment • Alternatively, strong transferable experience from fintech operations, payroll, or shared services finance • Experience scaling teams through high growth (e.g. 5x+ YoY) • AAT / ACCA / CIMA (part-qualified or qualified) • Exposure to RPA, low-code tools, or scripting — able to partner with teams on automation initiatives • Strong leadership and coaching capability • Calm, structured approach to problem-solving • Clear communicator with stakeholders at all levels • Process-driven mindset with a focus on building and enforcing SOPs • Comfortable operating in fast-paced, evolving environments
Responsibilities
• 1. Team Performance & DeliveryOwn the day-to-day performance of finance admin teams across agencies, including SLAs, processing accuracy, arrears, and adherence to operational playbooks. Ensure teams are consistently delivering against clear performance standards. • 1. Team Performance & Delivery • 2. Processing Accuracy & ControlsDrive payment processing errors towards zero by implementing strong QA processes, exception tracking, and feedback loops. Ensure issues are identified early, root-caused effectively, and translated into training or process improvements. • 2. Processing Accuracy & Controls • 3. People Management & DevelopmentLead, coach, and develop a team of coordinators and finance admins. Set clear scorecards, manage performance, support hiring, and build a strong, scalable team structure across multiple locations. • 3. People Management & Development • 4. Escalations & Cross-Functional CoordinationAct as the first point of escalation for complex payment issues, including landlord/tenant disputes, bank discrepancies, and supplier challenges. Partner closely with other Operations Managers, Heads of Ops, and the UK GM to ensure smooth coordination across verticals and consistent performance across agencies. • 4. Escalations & Cross-Functional Coordination
Benefits
• Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integration success. • What is it like being a Dwell-er? • Feel free to check out Dwelly Core Principles. That’s about what we believe in, how we operate and make decisions. • What we offer is not a fancy office or a static workplace. Instead, this is solving one of worlds’ most complex problems in the largest consumer industry in the world (residential rentals), to improve the experience for >30% of households (>5M in the UK, and >100M including EU and US) that live in rental homes. • This is about disrupting the largest, most antiquated industry in the world, with one of the strongest operational and technical teams that exist in the UK and the EU. We work hard, and we shoot for extremely ambitious results. But we want people to be proud of what they’ve built and be able to look back and say one day “hell yeah, that was me that did it all”. • Customer obsession rather than competitive focus • Passion for invention • Operational excellence • Long-term thinking • By applying for this position, you consent to the processing and storage of your personal data for recruitment purposes for up to 365 days, in accordance with our data retention policy and applicable data protection laws.
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