Head of Service [Member Services & Operations]

My Money Matters · United Kingdom · posted 689mo ago

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About this role

Money stress is the biggest productivity killer in the workplace - My Money Matters exists to change that. We're building an app that improves employees' finances automatically every pay day - giving them financial tools that directly improve their financial health with less effort.

Every pay day is an opportunity to build better money habits. We make it easy. Employees can accelerate retirement savings with tax-efficient pension top-ups, build a safety net effortlessly with auto savings, or access their already-earned salary ahead of pay day for emergencies.

For employers, fewer employees with money worries means more focus on work. We're trusted by major organisations including the NHS, and we're growing fast.

The role

Great service is how we earn trust and keep it. We’re looking for a Head of Service to lead our teams that make sure every employer and employee have great experience with My Money Matters, whether that is an employer with a query about their payroll files, or a member with questions about their account.

You’ll take ownership of our Operations and Member Services teams, supporting 470 employers and over half a million employees. You’ll manage the Operations Manager and Member Services Manager, and you’ll be focused on building a lean, automation-first, well-run function that scales as we grow.

This is a hands-on role for someone who instinctually understands process detail, loves automating and who has a real passion for great customer service.

What you’ll do

Lead and own the Operations and Member Services functions end-to-end, setting the strategy, standards and KPIs that defined a great employer and member experience.

Manage and develop the Operations and Member Services Managers, building a high performance, lean function, that scales efficiently as we grow.

Design and continuously improve our operational processes, controls and workflows, identifying opportunities to automate manual or repetitive tasks.

Set, track, and report on service levels, quality and efficiency metrics, driving continuous improvement across both teams.

Partner closely with our Head of Customer Success to ensure an aligned experience for all employers, from onboarding through to ongoing account management.

Partner with Product and Engineering to feed operational insights into the roadmap and identify and flag risks early.

Act as the escalation point for complex employer or member cases or complaints.

Own workforce planning and resourcing for Operations and Member Services.

Build and own relationships within our operating environment e.g. pension providers, pension funds etc

On a typical day you might:

Review service level dashboards, looking to identify and remedy bottlenecks.

Review member complaints or contract drive trends, reviewing our processes to identify opportunities or solutions to reduce call volumes or frictions.

Work with Product and Engineering on discussing self-serve features that would reduce inbound contact volumes.

Coach and develop the Operations and Member Services Managers.

What we're looking for

If this sounds like you, we’d love to hear from you:

Proven experience leading operations and customer service functions.

Experience managing managers and building and developing high-performance teams.

A strong process mindset, you enjoy mapping, designing, improving and building operational workflows.

Ability to utilise low code automation tools such as Zapier, power automate, n8n, make, alongside LLMs such as Claude

Confident and comfortable with data, using data to inform decision making and prioritisation.

Excellent stakeholder management skills, with the ability to build trust and credibility quickly with employers and members.

Strong commercial awareness, with an understanding of how operational excellence links to retention, growth, and organisational revenues.

Nice to have

Experience in a B2B2C, employee benefits or financial wellbeing

Familiarly with pensions or wider financial service operations

Our Recruitment Process

Stage 1 | People & Culture Call – A conversation about your experience, motivations and what you’re looking for in your next role.

Stage 2 | Practical Exercise – A 45-minute live exercise. A briefing pack and relevant context will be provided in advance so you have time to review and prepare.

Stage 3 | Hiring Manager Interview – A 1-hour competency-based interview covering your Member Services and Operations experience, commercial thinking and approach to customer engagement.

Stage 4 | Meet the CEO – A final-stage conversation with our CEO.

Benefits

🇬🇧 Remote working within the UK
Work remotely from anywhere in the UK, giving you flexibility to work where you perform at your best.

🖥️ Home office budget
Receive a £200 annual budget to help you set up and improve your home working space.

🌴 Annual leave
25 days’ annual leave, increasing with tenure, plus the option to purchase up to 5 additional days each year.

🎂 Birthday off
Take your birthday off, because everyone deserves time to celebrate properly.

🤝 Collaborative team bonus
For non-commission roles, you’ll be part of our collaborative team bonus scheme, recognising shared success across the business.

💰 Pension scheme