Top Operations & Support Jobs in London

Leads managers responsible for complaints, escalations, technical support, and operational quality. Owns customer operations KPIs, service levels, resolution times, complaint volumes, and quality metrics. Drives end-to-end process and quality improvements, translates operational root causes into Product roadmap input, and improves the use of data and technology. This senior leadership role develops managers and serves as a trusted cross-functional partner.

Lead a four-person complaints and escalations team handling formal merchant complaints and Financial Ombudsman Service cases. Ensure fair, timely, evidence-based, and compliant resolutions; proactively identify cases at risk of escalation; maintain quality standards; analyze complaint trends; provide root-cause insights to Product, Support, and Risk; and report volumes, outcomes, and emerging risks to senior leadership while maintaining audit readiness.

Review and manage CDD cases across onboarding, event-driven and periodic reviews. Collect and assess customer information against AML/KYC standards, make risk-based decisions, document case rationale clearly, escalate appropriately, identify patterns, collaborate with internal teams, and adopt AI-augmented tooling to improve processes.

Provide high-volume first-line support to sellers and members via calls, emails, and web chat. Resolve technical and account queries, log accurate records, escalate complaints, identify trends for senior management, and help improve processes and internal systems.

Lead design and run of an AI-first operational resilience programme for a regulated financial services platform. Build automated mapping, impact tolerance setting, scenario testing, registers, dashboards, and post-incident reviews. Coordinate with Technology, Security, Third Party Risk, and Compliance to meet FCA/PRA/DORA requirements while iterating quickly and reducing manual effort through automation.

Teya is seeking an Executive Assistant to support three senior leaders, managing complex diaries, travel coordination, meeting preparation, and ensuring clear communication and operational efficiency within the leadership team.

Lead day-to-day outsourcing and third party risk activities as first line of defence. Own TPRM framework execution: due diligence, ongoing monitoring, contract risk review, registers, reporting, and stakeholder coordination across Procurement, Legal, InfoSec, Compliance, and Operational Risk. Support regulatory submissions, audits, and continuous improvement of controls and tooling.

The Senior Payments Specialist translates business needs into functional requirements and collaborates with teams to ensure effective payment solutions. Responsibilities include analyzing requirements, managing projects, and delivering products within the payment processing domain.