Operations Lead - Risk, Projects & Support

ABOUT US

Onmo believes that everyone has the right to access, understand and manage their money with confidence. Our ambition is to improve lives by providing better clarity, intelligence and technology to empower every individual in making the smartest financial decisions. We may be young but we have an incredible team in place and big ambitions for the years ahead.

We design our products to help demystify money matters wherever possible, providing customers with more financial control and flexibility in their lives. This helps them get more from what they have, or with smart decisions, make more of the same. It also means people spend less time with the negative aspects of money and more on the positive - enjoying what the world has to offer.

ABOUT THE ROLE

We’re looking for a hands-on, adaptable Operations Lead to support our Head of Service Operations.

This is a pivotal role where you’ll work across all operational areas - partnering with department managers in Customer Service, Complaints, and Collections, and collaborating with other key Ops support functions.

You’ll provide high quality support to department managers, stepping in to handle escalations and urgent issues when needed, acting as a trusted extension of the leadership team. You'll also play a central part in ensuring compliance, supporting with control testing, RCSA’s, and Risk Events, whilst supporting various continuous improvement projects.

You’ll thrive here if you enjoy fast-paced, early-stage financial services environments and aren’t afraid to roll up your sleeves. It’s a role with wide exposure and variety, offering the chance to make a meaningful impact across every facet of operations - keeping your work both dynamic and deeply rooted in what truly matters.

RESPONSIBILTIES

• Act as a delegate for the Head of Service Operations when required, supporting operational initiatives and ensuring continuity across operational activity

• Create and maintain regular governance packs for operational areas in collaboration with analysts – including commentary, build, distribution and action tracking

• Create and maintain operational roadmaps, track and documenting key changes operational record keeping maintenance

• Support the delivery of first-line risk management activities, including control testing, risk event management, and contributing to internal audit preparation and actions

• Supporting operations department managers, stepping into escalations and urgent issues when required

• Support the Head of Operations and operational management team (Customer Service, Complaints, Collections) by coordinating operational deep dives and assisting with cross-team initiatives

• Work cross-functionally to support delivery, quality, and compliance goals

FCA Compliance & Consumer Duty:

At Onmo we all take collective responsibility for our individual roles in creating the best outcomes for our customers. In this role that involves;

• Identifying and raising risk events in a timely manner when spotted

• Keeping up to date with changes in relevant regulatory rules

• Completing mandatory training within allotted deadlines

• Following the FCA Conduct Rules;

o You must act with integrity

o You must act with due skill, care and diligence

o You must be open and cooperative with the FCA, PRA and other regulators

o You must pay due regard to the interests of customers and treat them fairly

o You must observe proper standards of market conduct

ABOUT YOU

• 4–6+ years in a fast-paced fintech or regulated financial services environment in an Operations leadership role

• Comfortable with ambiguity, able to work independently and flex between tactical and strategic tasks

• Strong communicator - able to influence across teams and present clearly to senior stakeholders

• Resilient, calm under pressure, and energised by a fast-moving startup culture

QUALIFICATIONS / EXPERIENCE

• Proven track record in hands-on operational roles, in a scaling environment

• Strong exposure to customer service, complaints & collections within financial services, with an understanding of the regulatory requirements within frontline departments

• Risk-aware mindset, with hands-on experience supporting first-line operational risk activities (e.g. risk events, control testing, RCSA processes)

• Excellent Excel and PowerPoint skills - you know how to build a report/presentation that tells a story

• Analytical skills - MI – understanding of Ops metrics etc

• Confident with Excel (pivot tables, VLOOKUPs, etc.)

• Experience using CRM systems (e.g., Salesforce)

• PowerPoint for reporting and performance packs