Operations Manager — Payments

About this role

About Dwelly Dwelly is building the AI operating system for residential lettings. Its growing network of agencies provides its AI with real-world data, continuous feedback, and control over complete workflows, making exceptional service the standard for landlords and tenants. Today, Dwelly operates more than 15,000 properties and $470 million in GMV, making it one of the UK’s ten largest lettings operators. The company has raised $263 million.

We’re a fast-growing, product-focused company, backed by top-tier investors and led by a team with deep experience in real estate, technology, and operations. Position Summary You’ll operationally run our payments team day-to-day. You’ll line-manage several teams of finance admins across our agencies, own SLAs and processing accuracy, run the arrears process, and be the escalation point for anything payments-related. You’ll partner closely with our Head of Payments, who’s focused on building the next generation of payments automations and products.

Your job is to make sure the existing operation runs cleanly — so the building can keep happening. This is a hands-on operator role. Your week is dashboards, 1:1s with team leads, calls about edge cases, ensuring SOPs adoption. Key Responsibilities: 1. Team Performance & Delivery Own the day-to-day performance of finance admin teams across agencies, including SLAs, processing accuracy, arrears, and adherence to operational playbooks.

Ensure teams are consistently delivering against clear performance standards. 2. Processing Accuracy & Controls Drive payment processing errors towards zero by implementing strong QA processes, exception tracking, and feedback loops. Ensure issues are identified early, root-caused effectively, and translated into training or process improvements. 3. People Management & Development Lead, coach, and develop a team of coordinators and finance admins.

Set clear scorecards, manage performance, support hiring, and build a strong, scalable team structure across multiple locations. 4. Escalations & Cross-Functional Coordination Act as the first point of escalation for complex payment issues, including landlord/tenant disputes, bank discrepancies, and supplier challenges. Partner closely with other Operations Managers, Heads of Ops, and the UK GM to ensure smooth coordination across verticals and consistent performance across agencies.