Head of Infrastructure

• Lead the day-to-day operations across Payments, Customer Experience, Compliance, Fraud Prevention, Financial Operations, and Merchant On-boarding

• Develop and execute a forward-looking operational strategy that aligns with the company’s growth plans and objectives

• Manage service levels, response times, and operational readiness to ensure the highest levels of customer support and platform reliability

• Build resilient, scalable processes that support weekend, public holiday, and emergency after-hours coverage

• Act as the final escalation point for critical incidents, system outages, and high-priority operational challenges, ensuring timely resolution and long-term process improvements

• Drive collaboration across teams to improve customer support, reduce repetitive queries, enhance on-boarding, and strengthen fraud management practices

• Foster strong partnerships with internal teams, banks, payment service providers, and other key third-party vendors to ensure accountability and continuous service delivery

• Lead the development of transparent workflows and cross-training structures to decentralise knowledge and build a sustainable operational team.

• Manage and grow the capabilities of your direct reports through coaching, team design, succession planning, and professional development.

• Champion an inclusive, high-performance culture focused on operational excellence and customer success.

• Continuously review operational metrics, identify improvement opportunities, and keep pace with emerging trends in the fin-tech and payments space.

• Ensure full compliance with relevant industry regulations, security standards, and internal risk management protocols.

Salt is acting as an Employment Agency in relation to this vacancy.