Head of Service – Member Services & Operations

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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My Money Matters

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💳 Fintech

☁️ SaaS

Fintech • SaaS

My Money Matters is an employee financial wellbeing benefits provider (operating as AVC Wise Ltd) that offers salary-linked products—on-demand pay (earned wage access), automated savings taken from salary, and shared-cost additional voluntary contributions (AVCs) to boost pension savings. It provides financial education and coaching services including 1:1 expert coaching, on-demand webinars, a learning library, and a 24/7 AI assistant (“Max”) for personalised financial guidance. The company partners with employers to deliver these benefits, markets to both employers and employees, and emphasizes outcomes like reduced financial stress and increased savings and pension contributions.

📋 Description

• Lead and own the Operations and Member Services functions end-to-end • Set the strategy, standards and KPIs for employer and member experience • Manage and develop the Operations and Member Services Managers • Build a high-performance, lean function that scales efficiently • Design and continuously improve operational processes, controls and workflows • Identify opportunities to automate manual or repetitive tasks • Set, track and report on service levels, quality and efficiency metrics • Drive continuous improvement across both teams • Partner with the Head of Customer Success to align the employer experience from onboarding through ongoing account management • Partner with Product and Engineering to provide operational insights for the roadmap and flag risks early • Act as escalation point for complex employer or member cases and complaints • Own workforce planning and resourcing for Operations and Member Services • Build and own relationships with pension providers, pension funds and other operating-environment partners • Review service-level dashboards and remedy bottlenecks • Review member complaints and contract-drive trends to identify process improvements and reduce call volumes or friction • Work with Product and Engineering on self-service features to reduce inbound contact volumes • Coach and develop the Operations and Member Services Managers

🎯 Requirements

• Proven experience leading operations and customer service functions • Experience managing managers and building and developing high-performance teams • Strong process mindset, including mapping, designing, improving and building operational workflows • Ability to utilise low code automation tools such as Zapier, Power Automate, n8n and Make • Ability to utilise LLMs such as Claude • Confidence and comfort with data for decision-making and prioritisation • Excellent stakeholder management skills • Strong commercial awareness, including understanding how operational excellence links to retention, growth and organisational revenues • Experience in a B2B2C, employee benefits or financial wellbeing environment is nice to have • Familiarity with pensions or wider financial service operations is nice to have • Right to work in the UK required • Must not require sponsorship to work in the UK

🏖️ Benefits

• Remote working within the UK • Home office budget of £200 annually • 25 days’ annual leave, increasing with tenure • Option to purchase up to 5 additional days each year • Birthday off • Collaborative team bonus scheme for non-commission roles • Pension scheme • Perkbox salary sacrifice schemes, including car leasing, gym memberships and tech purchases • Medical cashback scheme • Enhanced parental leave • Regular team connection opportunities, including an annual Summer Conference