Business Operations Manager

Impact and Responsibilities

You will be the driving force behind how Shieldpay scales. You aren't here to just run existing playbooks; you are here to design them from scratch. Operating at the intersection of strategy, data, and execution, you will untangle operational complexity, design robust process frameworks, and establish the governance needed to keep us moving fast but safely.

• Directly scope and drive specific cross-functional projects from initiation through delivery, where no single function owns the outcome.

• Set delivery standards (scoping templates, RAID logs, timelines) that other functions are expected to follow for cross-functional work Step in as delivery lead on initiatives

• Build and maintain KPI dashboards and board reporting packs.

• Own data accuracy and consistency across systems feeding those reports.

• Convert raw operational and commercial data into decision-ready insight.

• Set and enforce reporting cadences and data-quality standards across function.

• Set the agenda for core governance meetings - deciding what needs a decision this cycle vs. what's an update, and who needs to be in the room

• Chair and minute core internal governance meetings; own the action tracker and chase closure.

• Ensure the right stakeholders are in the room before a decision is rubber-stamped

• Push back on items being tabled without adequate prep or data, rather than letting the agenda be dictated by whoever asks loudest

• Maintain a decision log: what was decided, by whom, when, and what the rationale was

What we're looking for in you

• Experience in BizOps, PMO, Chief of Staff, or Operations roles, ideally within a scale-up or regulated fintech environment.

• A proven track record of designing process and governance frameworks from scratch, rather than just managing existing ones.

• Proven ability to chair senior meetings, challenge Directors and Heads of departments, and drive accountability and results.

• Highly comfortable with dashboard and reporting tools, including BI tools and advanced Excel/Google Sheets.

• Strong practical skills in mapping out SOPs, swimlanes, and RACI matrices. Sharp analytical skills with the ability to both build dashboards and critically interrogate the integrity of the data.

• Highly organized approach to delivery, including scoping, managing RAID logs, and tracking progress.

• High attention to detail balanced with the business sense to know when "good enough" is the right call.

Our Promise: 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, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance.