Interim Implementation Manager – (Maternity Cover)

About Us

At Modulr our mission is to move money efficiently to power business productivity. We are building a new digital payments service to make money flow more efficiently through businesses and the economy. This is a new type of payments account that is built for businesses that need faster, easier and more reliable ways to move money.

Our flexible platform and innovate approach allows our customers to utilise our payments account instead of a traditional bank account. Our accounts come with a sort code and account number, access to payment systems (eg Faster Payments and Visa) and everything our customers need from a payments account. They can instantly open as many accounts as they need, automate how they make and receive payments as well as the reconciliation processes these create. All in real time, 24/7 through their own systems utilising our API that integrates into any platform.

Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by payments giants PayPal Ventures and FIS Ventures, as well as startup and scale up specialists Blenheim Chalcot, General Atlantic, Frog and Highland Europe which enables us to leverage their resources and expertise to drive our growth initiatives. These partnerships provide us with the necessary provisions to propel our business to new heights.

Modulr values

• Building the extraordinary and going that extra mile
• Owning the opportunity, be passionate and proud of the time you invest
• Move at pace, reach your goals faster with us supporting you each step of the way
• Achieve it together, working as a team and being Modulite

The Role

As part of the Onboarding and Implementation team, we are dedicated to delivering a seamless, compliant, and efficient onboarding experience. Our mission is to empower clients with the knowledge and tools they need to succeed, driving rapid revenue growth for Modulr and ensuring unparalleled customer success. Do you want to have the opportunity to make every client journey exceptional, if so, we would love to hear from you!

Key responsibilities

As an Interim Implementation Manager, you will play a crucial role within Modulr’s Onboarding function to ensure our clients have the best possible experience of launching with Modulr and are delighted with the products and services they receive from us. You will lead the team and play an instrumental role in the onboarding of new business deals, providing technical support for those clients actively integrating with our platform and helping them navigate our development documents. As the Interim Implementation Manager, you will have the responsibility of ensuring the team is working as efficiently and effectively as possible, and owning and driving continual improvement throughout the team, and Modulr.

The Interim Implementation Manager will champion new processes within the team, such as the launch of new products and services, from a technical onboarding aspect, and ensure they are set up for the team to achieve success and a smooth onboarding process for our clients.

Specific duties

You will need to be comfortable with the following responsibilities:

• Oversee and optimise all operational processes to streamline daily activities within the Implementation Team.
• Line Management for Implementation Analysts within team.
• Represent and lead from an Implementation Team perspective on any internal projects.
• Assisting the onboarding of customers with various products, such as CoP, PISP, Direct Debits and Cards, and ensuring their experience is seamless.
• Drive the successful implementation of end-to-end card operations within the team including configuration, testing, and issuance of Modulr Cards, BIN setup, co-branding, card design, card personalisation, and card fulfilment. Ensuring that customers can connect safely, quickly, and effortlessly to our suite of card products and services.
• Assisting the Product team in identifying problem statements and opportunities within the Onboarding Products Portfolio.
• Responsible for managing the process and activities related to implementation and ensuring these are updated and rolled out amongst team.
• Responsible for ensuring the team stay within agreed SLAs and address any issues in meeting these.
• Responsible for completing and presenting all internal Implementation reporting within the required timelines.

About you

The successful Interim Implementation Manager will have a proven track record of delivering results in a fast-paced business environment and will be comfortable with change and uncertainty. Excellent stakeholder management experience is essential for success in this role.

The Ideal Candidate

• You have an autonomous, self-starting approach, able to handle the competing pressures of immediate customer issues alongside longer-term projects.
• Ideally you have a strong understanding of how APIs work and can trouble shooting complex technical issues for clients, and assist, or translate these into feature requests or bugs that need addressing.
• You are able to take challenging customer requirements and propose innovative solutions using the products/services that are available to you.
• You are a strong leader and champion Modulr’s values.
• Excellent communication skills to serve as a point of contact for customers during onboarding and internal stakeholders.
• You are data driven and organised, which you use to clearly communicate activities that should take priority or process improvements we should focus on.
• You are comfortable navigating ambiguity - processes can change frequently while we iterate to find the best ways to support our clients.
• You have an ability to provide clear and concise status updates and flag issues in a timely manner.
• An interest in staying up-to-date with industry trends and suggesting improvements to implementation processes.
• You are passionate about the customer’s experience and can deliver processes to consistently achieve this.
• You enjoy interacting with customers and are confident doing so in a friendly but professional manner, building trust, rapport and strong relationships.
• You champion the customer’s perspective internally and help teams understand the value Modulr creates for its clients.

What can Modulr offer you

You’ll be part of a cross disciplinary team(s), with co-workers located in Edinburgh, London, Amsterdam and/or India. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow. Our culture and values are putting you first and are about investing in your future.

• Company Bonus - the more successful we are together, the more company bonus we offer
• Flexible benefits - £1000 to spend on a variety of benefits for you to choose from which suit your lifestyle and needs
• Perkbox - enjoy freebies and discounts on many other products and services
• 33 days holiday (including bank holidays) + your birthday off - choose which days you take off to relax and/or spend time with loved ones
• Learning Opportunities – on joining Modulr you will embark on our 3-day onboarding programme, called ModStart, to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But, we don’t want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels, platforms and Buddy allocation to allow you to grow and develop in Modulr.
• Modulr All hands - join your colleagues for our company wide events throughout the year
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week.
• Bike to work scheme