Senior Operations Manager South+LATAM

We’re Capital on Tap 👋 💳 Capital on Tap started because small businesses were underserved. Big banks were slow, their products weren't fit for purpose, and small business owners often couldn't access what they needed. We set out to fix that. Today we're a financial platform - not just a credit card company. We offer a best-in-class business credit card, SME-focused spend management platform, a savings product that hit £1 billion in funds within its first year, and a growing suite of tools and financial products that make running a small business easier.  1,000+ employees, £20bn in annual card spend, 200,000+ customers, 17,000+ Trustpilot reviews averaging 4.7 stars, and we're profitable. We’ve done a pretty good job so far, but we’re just getting started!    📍 Cardiff | 🏢 3 days per week in the office  Customer Service / Customer Operations 🚀 Customer Operations is the beating heart of Capital on Tap, making sure everything runs smoothly for our customers. Customer Service is at the frontline of Customer Operations - the first people our customers talk to when they need help and the face of the business.  What You’ll Be Doing 🗃️ Reporting to the Head of Customer Services, you will play a pivotal role in shaping the future of our contact centre, leading teams that serve our UK and US business customers. This role goes beyond day-to-day people leadership: you will be the driving force behind how the contact centre evolves, using technology and a deep understanding of why customers contact us to reduce friction, improve efficiency, and deliver an outstanding customer experience. * Drive the contact centre forward by identifying and implementing technology and tooling that improves efficiency, colleague experience, and customer outcomes. * Build a deep understanding of the root causes of customer contact, using data and insight to inform process redesign, self-serve options, and contact deflection strategies. * Translate contact driver analysis into tangible action plans that reduce avoidable contact and improve first-contact resolution. * Build and lead a high-performing team, focusing on professional growth and personal development. * Champion engagement, recognition, and team development to foster connection, alignment, and a shared sense of purpose. * Lead, mentor and support customer-facing colleagues and Team Leaders to cultivate a culture of accountability, collaboration, and continuous improvement. * Oversee team performance and service delivery standards, providing expert support for escalations while maintaining a proactive approach to problem-solving. * Collaborate with other departments to optimise customer interactions, influence product and process improvements, and identify training needs. Our Values & Culture 🌞 * Just Pilot: We never settle for “good enough”. We pilot new ideas fast, ask questions to figure it out, and scale quickly. * Why Not Today? Fast is as slow as we go - speed and simplicity gives us a competitive advantage. * Be a Buddy: We tap in from day one to help the team, we do the right thing even if it’s hard. * Owners and Dates: We don’t chase people. If you own a task and agree to a date, the expectation is that it gets done. * Feedback: We want our employees to flourish, so we regularly provide direct and constructive feedback. We’re Looking For 🔎 * A senior leader with significant experience in contact centre management within a financial services environment. * A track record of using technology and automation to drive operational improvement within a customer service or contact centre setting. * Strong analytical capability, with experience interpreting contact driver and customer insight data to shape strategy and reduce unnecessary contact. * A highly effective communicator with excellent leadership skills, able to foster collaboration with key stakeholders across the business. * A proven track record of successfully leading and managing high-performing teams within a fast-paced and dynamic environment. * A deep understanding of customer service processes, with a history of driving measurable operational improvements.   Interview Process 🤝 * Stage 1: 30 minutes with a Talent Partner * Stage 2: 60 minutes with the Head of Customer Service * Stage 3: 60 minutes with the Customer Operations Director and Lead People Partner Diversity & Inclusion 🌈 We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work. Great Work Deserves Great Perks We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits: 🏥 Private Healthcare including dental and opticians services through Vitality ✈️ Worldwide travel insurance through Vitality 🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical) 👛 Salary Sacrifice Pension Scheme up to 7% match 🚘 Octopus EV Salary Sacrifice Scheme 🏖️ 28 days holiday (plus bank holidays) 📖 Annual Learning and Wellbeing Budget 👪 Enhanced Parental Leave 🚲 Cycle to Work Scheme 🚂 Season Ticket Loan 💬 6 free therapy sessions per year 🐶 Dog Friendly Offices 🍫 Free drinks and snacks in our offices Check out more of our benefits, values and mission here.   Other Info 👍Check out our ‘Top Tips’ for interviewing. ✔️Keep updated on new job opportunities by following us on Linkedin. 📧Email careers@capitalontap.com if you have any questions. Excited to work here? Apply! If you’d like to progress your career within our fast growing, profitable fintech then click apply and we will aim to get back to you within 3 working days (during busy periods this could take up to 5 working days.)

Location: Dublin  At Freenow, we are on a mission to empower smarter mobility decisions, helping people to move freely and cities to thrive.  At Freenow, we are on a mission to empower smarter mobility decisions, helping people move freely and enabling cities to thrive. We are seeking a highly driven and results-oriented Senior Operations Manager to support our Head of Operations and team in leading and executing our operational strategy for our Irish market. This pivotal role is essential to the efficient operation of our business, directly influencing growth and customer satisfaction. Reporting to the Head of operations, you will be responsible for optimizing daily operations, driving performance improvements, and cultivating strong relationships with key stakeholders. As a key leader, you will be instrumental in delivering the Freenow by Lyft vision locally and ensuring operational excellence. YOUR DAILY ADVENTURES WILL INCLUDE: * Performance Management: Monitor and optimize key performance indicators (KPIs) such as driver supply, fulfillment rates, and passenger waiting times. * Team Leadership: Manage and mentor a team of Operations Executives, overseeing their daily activities and professional development. * Driver Engagement: Develop high-impact campaigns to acquire and retain drivers, ensuring they provide a top-tier experience for passengers. * Cross-Functional Collaboration: Work closely with Marketing, Product, and Public Affairs teams to launch new features, local expansions, and sustainability initiatives (like EV transitions). * Data Analysis: Use large datasets to identify trends, troubleshoot operational bottlenecks, and make evidence-based decisions TO BE SUCCESSFUL IN THIS ROLE: * At least 5 years experience (with at least 3 years of people management experience)  * Self-confident and engaging presence, complemented by strong social and interpersonal skills. Equally comfortable communicating to groups of drivers as with commercial partners.  * Project management skills - can deliver complex projects.  * An analytical operator who is obsessed with continuous improvement and leveraging the latest technology (e.g. AI) to achieve operational excellence * Self-motivated and comfortable dealing with ambiguity and uncertainty inherent in scaling a technology marketplace * Understanding of technology-driven marketplaces * An extensive network in the Irish market segments is preferred ---------------------------------------------------------------------------------------------------------------------------------- DIVERSITY, EQUITY & INCLUSION: Freenow is an equal opportunity employer and we consider qualified applicants regardless of race, religion, national origin, gender, gender identity, sexual orientation, disability or age. We want you to grow and evolve, bring your true self to work.  ---------------------------------------------------------------------------------------------------------------------------------- ABOUT FREENOW: Freenow by Lyft empowers smarter mobility decisions, helping people to move freely and cities to thrive. Through our multi-mobility app, we feature broad options for everyone across 9 European markets and over 180 cities. Millions of passengers can access services including taxis, private hire vehicles, carsharing, car rental, e-scooters, e-bikes, e-mopeds, and public transport within a single app.  In July 2025 Freenow was acquired by Lyft, a global mobility platform, which connects riders and drivers for billions of rides across North America and Europe. Together, Freenow and Lyft are creating a more caring and connected world, with transportation for everyone. We are a global, diverse, highly motivated, and collaborative team that strives for excellence and likes to have fun. Ready for your next ride?