Senior Operations Manager - Customer Service

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 Financial Crime/Customer Operations 🚀 Our Financial Crime team is growing quickly along with the company. They work on the front line to protect the company against financial crime such as money laundering and terrorist financing. From screening, onboarding, transaction monitoring through to CDD and EDD, they make decisions that really matter on a daily basis.  What You’ll Be Doing 🗃️ * Conduct CDD and EDD on SME customers in both the UK and US, with a focus on Know Your Business (KYB) requirements during onboarding and throughout the customer lifecycle. * Independently scrutinise and assess beneficial and complex ownership structures, including layered entities, trusts, offshore elements, and funds, ensuring decisions align with Capital on Tap's risk appetite. * Investigate high-risk or suspicious activity by analysing corporate structures, customer profiles, and behaviour to identify and mitigate red flags and indicators of financial crime. * Engage directly with customers, when needed, to clarify business activities, ownership, or source of funds/wealth. * Make sound, risk-based decisions based on available information and documented rationale. * Handle Transaction Monitoring alerts and escalations in line with established procedures, ensuring both quality and timeliness are met. * Prepare Suspicious Activity Reports (SARs) for internal approval and external submission to relevant authorities (NCA, FINCEN). * Act as a subject matter expert for financial crime escalations, providing support across the wider FinCrime team and business. * Support continuous improvement by sharing insights on emerging financial crime typologies and contributing to enhancements in monitoring, onboarding, and ongoing review processes. 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 🔎 * Demonstrable experience in financial crime, specifically with CDD and EDD responsibilities for SME corporate customers in the UK and US. * Strong understanding of KYB regulatory requirements and expectations across both UK and US jurisdictions. * Experience of reviewing, assessing, and articulating risk of high risk customer bases, operating within higher risk industries and sectors.  * Demonstrated ability to independently review and analyse complex ownership structures, including trusts, funds, offshore vehicles, and multi-layered entities, and make risk-based decisions in line with company risk appetite. * Strong analytical, investigative, and report-writing skills with clear documentation of findings. * Exceptional attention to detail and the ability to work efficiently in a high-volume, fast-paced environment. * Confident communicator, capable of explaining complex decisions to both internal stakeholders and external customers. * Comfortable proactively raising questions and identifying areas for improvement. Interview Process 🤝 * Stage 1: 30 minutes with a Talent Partner * Stage 2: take home task * Stage 3: 60 minutes with a Team Leader and/or Senior Manager 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.)

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!  📈Check out the development opportunities in the Disputes team. 📍 Cardiff | 🏢 3 days in office, 2 from home. You’ll work from the office for your first 12 weeks whilst you get set up in your new role. Disputes Team ✨  We’re looking for a confident, customer-focused professional to take full ownership of the cardholder disputes process. Rather than simply processing tickets, you’ll manage each case from start to finish — investigating thoroughly, engaging with customers, assessing evidence, and making balanced decisions that deliver fair, consistent outcomes. You’ll play a key role in protecting the customer experience while ensuring every decision meets regulatory standards and upholds the integrity of our processes. What You'll be Doing 🚀 * Engage with cardholders to resolve transaction queries and agree on the most effective dispute approach. * Assess claims to determine validity and confirm chargeback eligibility. * Conduct detailed investigations, analysing transaction data, documentation, spending patterns, and dispute history. * Prepare and submit chargebacks for UK and US cases, ensuring full compliance with Visa regulations and timeframes. * Communicate with customers throughout fraud investigations, gathering evidence and delivering fair, evidence-based decisions. * Monitor fraud trends and collaborate with internal teams to strengthen controls and prevent future losses. We’re Looking For 🔍 * Experience within the cards or payments industry, with specific exposure to card scheme core rules and FCA regulations. * Proven ability to manage a complex caseload within regulatory timescales and internal SLAs. * A self-starter who can operate independently, taking full ownership and accountability for their decisions. * Meticulous investigation skills, ensuring accuracy in every case. * A strong work ethic with a desire to identify process improvements and drive higher customer satisfaction. Interview Process 🤝 * Stage 1: First stage: 30-minute intro and values call with a Talent Partner (Video call) * Stage 2: Second stage: Task to be completed prior to a one hour virtual interview with members of the Management Team.  * Stage 3: Final stage: Informal conversation with a member of the Senior Management Team. 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 optician 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 🚘 Lease a brand-new electric car through our 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.)