About the role
About
the team We're responsible for delivering a merchant experience that's both compliant and seamless — one that keeps merchants satisfied and engaged, while finding smarter, more efficient ways to serve them at lower cost.
About
the role
The role of the S&O team is to define how we operate on a day-to-day basis with our merchant partners such that we are easy to do business with and deliver a market-leading partner experience at an acceptable cost. As the Financial Processes Manager, you will lead medium/large sized initiatives: identifying opportunities to improve partner experience or reduce costs, and drive execution across markets. You will iterate to optimise relevant end-to-end processes and work with functions across the Merchant Org. to ensure individual steps are being followed, and lead the “go-to-market” with internal and external stakeholders for all changes and improvements that you make to improve the processes. What you'll be doing Own end-to-end payment process design — map, document, and continuously improve all Payment-related processes (including COO and COBD), defining clear success metrics to ensure they run efficiently and deliver a positive partner experience. Shape partner-facing policy — partner with Commercial, Legal, Policy, and Care teams to define and maintain transparent partner policies, leading non-regulatory policy design and providing the partner perspective on regulatory matters. Drive performance and continuous improvement — monitor key metrics across partner-facing processes, identify improvement opportunities through data analysis, and build roadmaps with clear business cases for change. Lead go-to-market for change initiatives — project manage the rollout of policy and process changes, working cross-functionally on communications and training, leading frontline change management, and reviewing post-launch performance to course-correct as needed.
Requirements Project & change management experience — a proven ability to manage multiple stakeholders across Commercial and other functions simultaneously, with a practical toolkit for guiding individuals and teams through change Strong process design skills — comfortable mapping end-to-end processes, spotting inefficiencies, and building compelling cases for change Sharp problem-solving and strategic thinking — able to cut through surface-level observations to identify root causes, prioritise effectively, and generate thoughtful, well-reasoned recommendations Solid business acumen — a clear understanding of the business model and customers, with the judgement to make sound trade-offs within projects Excellent communication and stakeholder influence — proactive, clear, and collaborative, with the ability to document and present ideas confidently to varied audiences A natural collaborator — a team player who works effectively across functions and can navigate or resolve misalignment between teams Why Deliveroo Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it. We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas. Workplace &
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