[Hiring] Head of Service @My Money Matters

Role Description

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 a 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.

• Take ownership of our Operations and Member Services teams, supporting 470 employers and over half a million employees.
• Manage the Operations Manager and Member Services Manager, focusing 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 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 define 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.

Qualifications

• 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.
• Familiarity 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: Access to our pension scheme.
• Perkbox salary sacrifice schemes: Access salary sacrifice schemes through Perkbox, including car leasing, gym memberships, and tech purchases.
• Medical cashback scheme: Helping with everyday healthcare costs.
• Enhanced parental leave: Support during important life moments.
• Team connection: Regular opportunities to connect as a team, including our annual Summer Conference.