Head of Merchant Operations Partnering

GoCardless is used for domestic and international payments by 85,000+ organisations and counting, processing more than $30 billion across 30 countries. We are headquartered in the UK, with additional offices in Australia, France, Latvia and the United States.The role
Merchant Operations is essential to GoCardless, managing high-volume processes that support our core services and customer interactions. Our goal is to foster growth through efficient and compliant customer experiences.
The Head of Merchant Operations Partnering is the main link between Merchant Operations and other GoCardless groups. This role is crucial for:

Ensuring operations align across groups like Go-To-Market (GTM) and Product Development.
Facilitating incoming and outgoing requests, such as supporting new product launches or implementing customer feedback.

Key Components of Merchant Operations:
Shared Services: This includes:

Customer support
KYC (Know Your Customer) and onboarding
Tooling and optimization
Risk operations (fraud monitoring, AML, sanctions)
Internal operations (payment processing, billing, collections)

Risk Management: This division designs and implements strategies to manage fraud, credit, and financial crime risk.
Product Development: Focuses on enhancements across all areas of Merchant Operations.
This position will sit within leadership and involve collaboration with leadership teams company-wide.
What excites you

You like to build and maintain strong relationships with stakeholders of all levels. The role requires collaboration across various teams, so effective communication and collaboration is key.
Enable the Merchant Operations Group and the wider GC organisation to understand how the Group is performing, what were working on and why its important for the success of GC.
Lead on cross-department projects and activities, acting as the point of contact for GC to engage with the Merchant Operations Group leadership, for them to provide input and alignment, including business case reviews, Group planning & roadmapping, etc.
Ensure the Merchant Operations Group has a clear and effective communication cadence, both within and outside the Group.
Support with the coordination of Functional meetings, activities and projects for the Risk and Operations functions (for which our COO is functionally responsible).
Provide support and leverage for the COO and Merchant Ops senior leadership, deputising where necessary and ensuring they are well-prepared for relevant meetings

You have worked in a similar fast paced tech environment to GoCardless with experience on business and operational analysis.
You enjoy working with various teams (including GTM) to negotiate outcomes and help get the best out of them.
You are comfortable having challenging discussions and managing stakeholders of varying levels of seniority such as senior c-suite.
You are a project-management pro, handling timelines, trade-offs and prioritisation with ease.
You have an ability to find pragmatic solutions by using and understanding data - a lot of our decisions are data driven.
(some of) The good stuff

At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. Were making it easy to use both- for businesses everywhere., Life at GoCardless
We're an organisation defined by our values; We start with why before we begin any project, to ensure its aligned with our mission. We make it happen, working with urgency and taking personal accountability for getting things done. We act with integrity, always. We care deeply about what we do and we know it's essential that we be humble whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.
Diversity & Inclusion
Were building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If were going to achieve this goal, we need to build a team of GeeCees that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.
Weve got a long way to go, but heres how were doing as of July 2024;
45% identify as women
23% identify as Black, Asian, Mixed or Other
10% identify as LGBTQIA+
9% identify as neurodiverse
2% identify as disabled
If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report
Sustainability
Were committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here.
Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.

Work away scheme - you can apply to work away from your country of residence for up to 90 days in any 12 month period (in accordance with our work away policy)
Adaptive Working - Our hybrid workplace model fosters collaboration and flexibility, with in-office days determined at team level
Equity - all permanently employed GeeCees receive equity so we can share in the success we achieve together
Parental leave - to suit everyone embarking on life's great adventure
Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (GC Fridays)