[ref. a25031401] Operations Change Manager
We are Vitesse – the smart way to make global payments.
Formed in 2014 by a team of proven FinTech entrepreneurs, we are an FCA-regulated business providing global claim funds management and payment solutions. Operating one of the largest banking and payment settlement networks in the world, we give our customers direct access to 200 countries and currencies.Through a single integration, insurers can use this network to pay claims in as fast as 45 seconds and deliver a superior claimant experience. Our market-leading treasury proposition provides insurers with transparency and control over their claim funds, even when delegated to third-parties, allowing them to have their money in the right place, at the right time, to make that all-important payment when customers need it most.
With over 175 employees across our London headquarters, Europe, and the US, $93m Series C funding secured, and exceeding £10bn in processed transactions, we are only just getting started.
We are collaborative, customer centric and work with integrity, whilst partnering with some of the biggest insurance leaders including Lloyd’s of London and Many Pets. We take huge pride in our company culture, ensuring that everyone has a part to play, an opportunity to be heard, be involved, and the ability to make a real difference.
As we continue to scale up, we want like-minded humans to join us on this exciting journey. Are you ready?
YOUR MISSION
Reporting to the VP, Operations Change and Risk, you will be responsible for providing critical information about operations processes to other areas of Vitesse to support the design and build of products and services. You will also be responsible for the implementation of changes landing within Operations to support the growth of the organisation and ongoing improvement of Client Experience.
You will act as the liaison between Operations and Product & Technology teams, acting as a key point of contact to scope out requirements, gather insights, and ensure seamless communication. By effectively "translating" between Operations and Product & Technology, you will facilitate clear, relevant exchanges of information that drive alignment on business objectives.You will also implement a structured approach to change management—including governance, communication, and delivery processes—ensuring high standards are set, monitored, and consistently met throughout project execution.
RESPONSIBILITIES- Own the implementation of all change impact on operations by interacting and collaborating with delivery functions and setting out a clear and effective change acceptance process
- Act as an Operations SME (Subject Matter Expert) to provide critical information, insights, and processes to other teams across Vitesse, enabling the development of new products and services to support our clients in conjunction with enhancing our existing product portfolio
- Be the primary contact for a specific tribe or group of squads to own the planning, execution and implementation of critical business change
- Collaborate closely with BAU Operations teams to ensure they are equipped to support the effective delivery and embedding of changes, while also understanding and documenting their requirements for the development of specific products and services
- Best practices: Take ownership and drive continuous improvements within Operations
- Stakeholder Management: Develop strong partnerships with key colleagues and stakeholders to ensure seamless alignment between Operations Change and other critical business areas, such as Product and Technology
- Feed into comprehensive and effective reporting processes to keep stakeholders and key contacts consistently informed with up-to-date, relevant information. Maintain regular communication on progress and challenges, ensuring transparency and building confidence in Operations processes among business stakeholders.
- Risk Oversight: Ensure all risks associated with owned changes are highlighted and mitigated to support effective change management
- Build, develop and run an effective Change Acceptance Process (including impact assessments, planning, stakeholder management, communication approach) in line with VP, Operations Change and Risk to support the effective delivery of changes
- Develop, oversee, document and conduct UAT testing where required to ensure validity of new product or service
- Own and manage the change processes within Operations, ensuring effective delivery of change activity while establishing and providing governance, such as prioritizing change requests
- Ownership of continuous growth and scalability checkpoints in line with expected (and ad hoc) business growth and product changes.
- Design, maintain and own scalability measures & KPIs
Requirements
SKILLS- Extensive experience in Operations and Change Management
- Knowledge of global payments and banking
- A strong understanding of FX, Reconciliation and Liquidity processes
- Experience of effectively managing the implementation of change
- Strong change and continuous improvement skills and experience
- Experience of governance, prioritisation and reporting for change within Operations
- Have a solid understanding of end-to-end payments processes
- Have excellent written and verbal communication skills
- Comfortable working in a dynamic and fast paced environment
- Strong relationship builder with other functions
- Effectively juggle multiple tasks and conflicting priorities
- Good understanding of technology and the utilisation of it within Operations
- Experience of automating key processes
- Demonstrate strong attention to detail, ensuring effective collaboration and escalating issues when necessary to drive optimal outcomes.
- Foster an inclusive, supportive and high-performance team culture that encourages growth, development, and a mindset focused on continuous improvement
- 25 days Holiday per year (increasing by 1 day per years' service, up to 30 days) + Bank Holidays
- Hybrid working arrangements – minimum 2 days in the office, Tuesday - Thursday
- Contributory pension scheme
- Enhanced Parental leave
- Cycle to Work Scheme
- Private Medical Insurance with AXA
- Unlimited access to therapy sessions through our partner, Oliva
- Discounted Gym membership through Gympass
- Financial Coaching with Octopus Wealth
- 2 days of volunteering leave per year
- Sabbatical after 5 years’ service
- Life Assurance - MetLife (UK employees only)
- Ongoing Learning and Development to support you reach your career goals
We are Vitesse – the payment provider of choice for the insurance and treasury industry.
Formed in 2014 by a team of proven FinTech entrepreneurs, we are an FCA regulated payments business that is driven to be the payment partner of choice for the insurance market, by providing global payment services and treasury optimisation. Operating one of the largest domestic banking and payment settlement networks in the world, we give our customers direct access to more than 170 countries and territories, covering over 110 currencies.Through a single integration, insurers can use this network to pay claims in as fast as 45 seconds, delivering a better customer experience to their claimants. Our market-leading treasury optimisation service brings complete control and transparency to insurers and allows them to have their money in the right place, at the right time, to make that all important payment - fast, and when their customers need it most.
With now over 160 employees across Europe and our London headquarters, $26m series B funding in 2022 in the bag and approaching £8bn in processed transactions, we are only just getting started.
We are collaborative, customer centric and work with integrity, whilst partnering with some of the biggest insurance leaders including Lloyd’s of London and Many Pets. We take huge pride in our company culture, ensuring that everyone has a part to play, an opportunity to be heard, be involved, and the ability to make a real difference.
As we continue to scale up, we want like-minded humans to join us on this exciting journey. Are you ready?
Vitesse at our best – our values
The Vitesse values are a true reflection of what it takes to thrive in our business, so it’s important to us that any employee who joins our business is aligned with these 3 attributes
Confident Humility
We don’t do ego and we know that unless we all win, none of us win. We admit when we’re wrong, ask for help and always think about the wider business before ourselves.
Driven to Succeed
We see the opportunity ahead of us and we won’t stop until we fulfil the potential we know we have. We hold ourselves to high standards and deliver high quality outcomes for Vitesse and our customers.
Tenacious Responsibility
We take ownership for our actions and decisions, and face into the challenges that come our way. We are committed to seeing things through to completion, even in the face of adversity.
We are an Equal Opportunity Employer We are committed to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others.Our policies and practices aim to promote an environment that is free from all forms of Unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect.