Centre Lead, Client Experience & Operations
•Are you curious, excited by experimentation and always looking for a better way of doing things?
•Do you want to keep learning and developing whilst getting hands-on experience working in the embedded payments space?
•Do you want to have the opportunity to high-growth environment with a fast-paced and collaborative culture where you will work with some fantastic clients and partners?
If so, we would love to hear from you!
We are looking to hire ambitious, and value-adding talent to join Modulr, the fastest growing payments business in the UK and Europe, to drive financial crime analytics, systems and workforce planning. We are looking for a Mumbai based candidate to leverage our “Office First” strategy but the wider team is based across various locations internationally.
About us
At Modulr, our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, initially across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products.
We have created an industry-leading API platform with comprehensive online tools and access, to meet the demands of daily business payments. We have two routes to market. Our Core Business Payments product allows customers in any sector to connect to us and our expanding network of accounting and payroll platforms, including Sage, Xero, BrightPay and IRIS to automate payments. Our Vertical Solutions targets a growing range of industry verticals which directly connect their IT platforms to our APIs and webhooks. We solve complex payment problems for hundreds of clients in a range of industries, including Travel, Lending, Wage Advance, and Investment & Wealth.
We are deeply integrated into the payment eco-system. Across the UK and Europe our payment network connectivity includes FPS, BACS, CHAPS, Open Banking, SEPA, SWIFT and account issuance in multiple currencies. Modulr hold settlement accounts at the Bank of England. We are principal issuing members of Visa and Mastercard schemes across UK and Europe.
Our regulatory permissions and governance structure are the foundations of our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank.
Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by the venture arms of payments giants PayPal and FIS, as well as growth investors Blenheim Chalcot, General Atlantic, Frog Capital and Highland Europe.
Modulr now has over 400 employees spread globally across offices in London, Edinburgh, Amsterdam, and Mumbai.
Modulr values
•Building the extraordinary; going that extra mile.
•Owning the opportunity; be passionate and proud of the time you invest.
•Move at pace; reach goals faster whilst supported on your career journey.
•Achieve it together, working collaboratively and being a Modulite.
The role
•As a Client Experience Lead, you will lead the Mumbai Operations Centre, ensuring teams enable a smooth, efficient and safe experience for Modulr’s clients by executing critical operational processes to a consistently high standard.
•Partner with Department Heads to align work allocation, priorities, and operational expectations across combined onshore and offshore teams.
•You will manage Team Leads who support and develop analysts performing business-critical activities, ensuring teams consistently deliver high-quality outcomes aligned with client expectations, internal standards, and our Business Wide Risk Assessment (BWRA).
•You will also work closely with the Senior Manager – Head of Operational Excellence, who leads transformation across the operations function, contributing operational insights and driving adoption of improved processes, tooling, and capability uplift.
•Work collaboratively with Operations, Technology, and Product teams to ensure seamless end-to-end delivery, proactively resolving operational issues and strengthening process reliability.
•Contribute to key operational efficiency initiatives by providing insight, data, and feedback to support Modulr’s strategic goals, ensuring processes are continuously optimised and delivery performance improves over time.
•Drive operational excellence by ensuring teams consistently follow defined standards, controls, and workflows, while building capability through stronger skills, smarter resource planning, and continuous improvement to keep pace with growing volumes and evolving expectations.
•Leverage automation and technology- enabled solutions to reduce manual effort, improve consistency, and drive sustainable efficiency gains across operations, ensuring processes evolve in line with Modulr’s strategic focus on operational excellence.
•Strengthen team capability and engagement by promoting Modulr’s values, investing in people development, and creating an environment where teams can thrive and deliver consistently strong outcomes.
Specific duties:
•Champion a client centred approach by ensuring operational processes consistently deliver a smooth, efficient, and safe experience for Modulr’s customers, reinforcing that our purpose is to enable clients to use our services confidently, sustainably, and without friction.
•Maintain an understanding of regulatory requirements, financial crime threats, and industry expectations to ensure operational processes remain effective, compliant, and aligned to best practice.
•Lead, coach, and develop colleagues to ensure they drive performance, quality, and accountability within their respective teams.
•Oversee daily operations across CDD onboarding, periodic refresh, screening, and fraud processes, ensuring adherence to SLAs, KPIs, KRIs, quality benchmarks, and customer experience expectations.
•Partner with colleagues across Compliance, Operations, Product and Technology to escalate risks, enhance controls, improve workflow efficiency, and contribute to system enhancements.
•Ensure process ownership, design, and prioritisation remain with the relevant Department Heads, acting as a key partner to align daily activity, capacity planning, and client centric delivery across combined onshore and offshore teams
•Facilitate operational governance, including quality assurance, dip testing, performance reporting, and trend analysis to identify opportunities for continuous improvement.
•Support the Head of Operational Excellence in transformation initiatives, providing operational insights, validating process changes, and ensuring successful adoption across teams.
•Drive a culture of ownership, customer centricity, control mindedness, and continuous learning across the centre.
•Work closely with stakeholders in the UK and India to ensure consistent global standards, strong communication, and effective cross functional collaboration.
About you
•Extensive operations experience, preferably in financial crime, covering CDD, screening, fraud, onboarding, and monitoring.
•Demonstrated ability to lead operational teams via Team Leads, with measurable improvements in quality, productivity, and risk management.
•Experience working in a regulated environment with a good understanding of AML, CTF, sanctions, fraud risk, and customer lifecycle controls.
•Strong analytical mindset with experience interpreting KPIs, KRIs, quality metrics and operational risk indicators.
•Excellent stakeholder management skills, with the ability to work collaboratively across functions and influence senior managers.
•A proactive, hands-on approach to problem solving, with the ability to prioritise under pressure while maintaining high standards.
•Comfortable contributing to transformation, process redesign, and system enhancement activity.
•A curious mindset and interest in exploring how automation and AI can improve efficiency and quality in compliance operations.
Nice to haves
•Experience working in payments, FinTech or eMoney environments.
•A background in driving operational excellence, including experience implementing efficiency, quality or workflow improvements across high-volume compliance operations.
•Experience managing cross-disciplinary compliance teams, ensuring alignment and consistent delivery across varied functions such as onboarding, screening, monitoring, and fraud-related processes.
•Experience leveraging automation and technology-enabled solutions to improve efficiency, reduce manual effort, and enhance the consistency and reliability of compliance operations.
ModInclusion
At Modulr, we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team, it’s also the right thing to do for our business, the community we operate in and attracting future talent. As part of our approach, we actively welcome applications from candidates with diverse backgrounds.