Chief Operating Officer

Job Description:

Chief Operating Officer

About Us

At Jonas FinTech, we’re all about helping businesses succeed by being a true fintech partner. With over 20 years of expertise, we proudly manage three leading brands: Paygate, London & Zurich, and Power2SMS. Together, we provide solutions for Direct Debit, Bacs, and validation services, and help businesses connect with their customers at scale through SMS and WhatsApp.

Our mission is simple—build solutions centred on trust and care. We understand that every transaction represents trust between a business and its customers, and we’re committed to safeguarding this through our reliable products and exceptional service.

As part of the global Jonas Software group within Constellation Software Inc., we combine the agility of a small business with the backing of a large organisation that operates in 17 countries. The group’s focus is on building sustainable, long-term relationships and meeting our customers' software and service needs. For more information, visit the Jonas Software UK website: https://www.jonassoftware.co.uk/.

We have ambitious plans to expand and enhance our offerings, bringing value to both current and future customers. With an exciting roadmap ahead, we’re constantly exploring new markets, investing in growth, and embracing the latest technologies to elevate our businesses to the next level.

If you’re passionate about working for a growing, innovative company that puts trust, care, and lasting relationships first, Jonas FinTech is the place for you. Join us on this exciting journey and become part of something big.

About the role:

As  Chief Operating Officer (COO) you’ll be a key member of our SLT and will report directly to the CEO. You will drive operational excellence across our entire business and have oversight of our customer-facing functions, ensuring seamless and exceptional post-sale experiences. You will play a key role in shaping our operational strategy, fostering a culture of continuous improvement, and strengthening  relationships with key clients.

The role is focused on three key areas:

• Operations: You will oversee our Customer Support, Professional Services, Customer Success teams, and our Data & Automation Analyst. You will ensure that processes are customer-focused (end to end), efficient, and scalable. Your role will be to optimise operations, improve customer satisfaction, and identify and drive revenue opportunities within these areas. Working closely with the Head of Operations, who reports to you, you will ensure that day-to-day operations are high-performing and streamlined for growth.

• Customer Engagement: You will take an active role in directly engaging with our customers in all capacities. Leading by example, you will build strong relationships with key clients and continually work to improve customer metrics and their end-to-end experience, whether within your direct teams or cross-functionally. Your strategic vision, paired with hands-on involvement, will be vital in achieving the best outcomes for both our customers and the business.

• Compliance: In collaboration with the Compliance Manager & Money Laundering Reporting Officer, you will own and embed all customer-related compliance activities across the organisation. This includes meeting the requirements expected from an FCA-regulated payment business, such as adhering to Consumer Duty, reviewing and enhancing Consumer Duty Dashboards, conducting fair value assessments, and ensuring that the needs of vulnerable customers are fully addressed.

Responsibilities:

• Develop the customer strategy and oversee initiatives that will enable our businesses to deliver exceptional service (from onboarding all the way through to offboarding), create efficiencies and continuous improvement.

• Refine KPIs, develop your own governance and track performance for the end-to-end customer experience.

• Oversee the delivery and execution of additional services in our Customer Service and Professional Service teams to create revenue opportunities and growth for the business.

• Act as an  escalation point for key  clients, and oversee compliance of the FCA-regulated complaints processes.

• You will be responsible for maintaining and improving key accreditations, including ISO, Cyber Essentials, and PayUK inspections, ensuring our processes meet these standards. Working with the Head of Operations, you will ensure compliance and operational excellence across all areas of the business.

• Work with the CEO to manage governance processes around risk, performance, and people.

• Ensure robust reporting across all customer-facing functions, including group-wide weekly reports that inform decision-making and strategy.

• Ensure smooth onboarding, continuous customer engagement, and the achievement of customer outcomes that foster lasting relationships.

• Oversee and be accountable for customer compliance themes.

• Improve organisational reporting, enhance data-driven insights, and drive the automation and AI strategy across the business.

• Collaborate closely with Sales, Product, Marketing, and R&D teams to align efforts and deliver excellent customer experiences.

About You

Your experience:

• Worked in a role where you have been a customer champion, ideally at an executive level.

• Understanding of FCA regulations, especially Consumer Duty, with hands on experience managing compliance for vulnerable customers and complaints.

• Extensive experience leading customer-facing operations, with a proven record in enhancing service delivery and crisis management.

• Highly experienced in building proactive relationships with clients, managing escalations, and working with stakeholders at all levels. Specifically, we need someone who has willingness and experience of managing key clients face to face, and who  takes ownership of any issues, regardless of their origin.

• Experience in developing, embedding and running business-wide governance and risk processes, ideally within a Financial Services environment.

• Successful track record in managing client implementations.

• Evidence of working across departments and maintaining excellent relationships.

• Significant experience in process improvement, automation, and implementing AI technologies to elevate customer experiences.

• Experience of leading Customer Success teams.

• Skilled in developing customer strategies and extensive experience with demonstrable ability to implement and embed ideas that generate growth and revenue.

• Experience mentoring and developing teams, fostering a culture of collaboration and accountability.

Your personal attributes:

• Prioritises customer needs, always advocating for a first-class end-to-end experience.

• Takes ownership of achieving the best outcome for the customer, regardless of role or department boundaries

• A natural leader who fosters collaboration, accountability, and motivates team growth.

• Leads by example, actively engaging in daily operations and addressing challenges firsthand—more than simply overseeing others, ready to roll up their sleeves whenever needed.

• Identifies opportunities for improvement and innovation, aligned with the company mission.

• Ability to write strategy presentations and present these in a clear and concise format that wins hearts and minds.

• Strong verbal and written skills for clear articulation across all levels, from team members to executives of other businesses.

• Financially savvy, contributing to P&L and communicating effectively to Jonas Software UK Group SLT and other key stakeholders

• Calm and composed under pressure, skilled at navigating crises and implementing solutions.

• Values teamwork and builds effective cross-functional relationships to achieve shared goals.

• Focused on measurable outcomes, setting ambitious goals, and delivering on them. Is focussed on more than just the idea and concept but gets it implemented and embedded quickly.

• Thrives in a fast-paced environment, flexible and quick to pivot while maintaining agility.

• Embodies our values of GET IT DONE, DO IT WELL, BE BOLD, SPEAK LOUD and CARE DEEPLY

What we offer:

SALARY & BENEFITS

• Competitive salary plus car allowance and bonus

• 25 days annual leave (with the option to buy more or sell some)

• 10 days rolling sick plan, plus an Extended Illness Pay scheme  

• Pension Contributions: 5% Employee and 4% Employer (increases after 3 years to a ‘matching contribution’ of up to 6% each)

ENHANCED BENEFITS

• Life Assurance 4x base salary

• Private Health Insurance

• Health Cash Plan

• Personal Travel Insurance

• Cycle to Work scheme

• Electric/Hybrid Vehicle Leasing scheme

• Discounted gym membership

• My Premier Benefits (discounted high street retailers)

MUCH MORE THAN A BENEFIT

• Career progression and individual career path support

• Internal Learning & Development programmes

• Annual awards ceremony and Company event (JABAs)

• Employee Assistance Program (EAP) and Mental Health First Aiders to support you

• Refer a friend scheme – up to £4,000 for each successful referral

• Join communities and collaborate with your colleagues through our internal networking events

OUR DEIB COMMITMENT

Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated!

LOCATION

This is a fully remote role, with the occasional need for travel for team meetings, training, client meetings etc.

FLEXWORKS

Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work.

For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours.

Many of our employees work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

IS THIS YOU?