Run Operations Manager — Payments

About Dwelly

Dwelly — a UK-based, AI-enabled lettings and property management platform, that is growing through a roll-up strategy acquiring estate agencies. The company leverages two arms: i) acquiring existing letting agencies, effectively buying its highly sticky, recurring revenue-type landlords portfolios, and then ii) building a top-notch technology to automate tenant management, payments, and post-rental property maintenance. The company seamlessly integrates AI services to automate all business processes within brick-and-mortar real estate agencies, integrating them into a tech-enabled digital letting platform in two months to radically improve the user experiences and increase efficiency of the business.

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 Summ

aryYou’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 adopti

on.

Key Responsibili

ties:1. Team Performance & Del

iveryOwn 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 stand

ards.

1. Processing Accuracy & Co

ntrolsDrive 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 improve

ments.

1. People Management & Deve

lopmentLead, 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 loc

ations.

1. Escalations & Cross-Functional Coor

dinationAct 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 a

gencies.

Qualifications & Preferred B

• ackground:5+ years of experience in payments or finance operation
• s at scaleDirect line management experience of 20–30+ people, ideally across mult
• iple sitesExperience in fast-growing, operationally intensive environments (multi-site / mul
• ti-branch)Proven track record of managing teams against SLAs using dashboards and
• clear KPIsStrong Excel and
• BI skillsComfortable acting as an escalation point for complex or sensitive paym

ent issues

• Preferred:Experience in lettings, property management, or another regulated client-money

• environmentAlternatively, strong transferable experience from fintech operations, payroll, or shared servi
• ces financeExperience scaling teams through high growth (e.

g. 5x+ YoY) N

• ice to have:AAT / ACCA / CIMA (part-qualified o
• r qualified)Exposure to RPA, low-code tools, or scripting — able to partner with teams on automation
• initiativesStrong leadership and coachin
• g capabilityCalm, structured approach to pro
• blem-solvingClear communicator with stakeholders a
• t all levelsProcess-driven mindset with a focus on building and en
• forcing SOPsComfortable operating in fast-paced, evolving

environments

Compensation &

• amp; Benefits:Competitive salary with the potential for equity options based on performance, recognising exceptional contributions to our integr

ation success.

What is it like

being a Dwell-er?Feel f ree to check out Dwell y Core Principles. That’s about what we believe in, how we operate an

d make decisions.What we offer is not a fancy office or a static workplace. Instead, this is solving one of worlds’ most complex problems in the largest consumer industry in the world (residential rentals), to improve the experience for >30% of households (>5M in the UK, and >100M including EU and US) that live

in rental homes. This is about disrupting the largest, most antiquated industry in the world, with one of the strongest operational and technical teams that exist in the UK and the EU. We work hard, and we shoot for extremely ambitious results. But we want people to be proud of what they’ve built and be able to look back and say one day “hell yeah, that was me

• that did it all”.Customer obsession rather than
• competitive focusPas
• sion for inventionOper
• ational excellence

Long-term thinking