Payments Team Manager - Up to £75,000 plus bonus

London, UK

About The Opportunity

Our client is a highly regarded and leading private bank who are headquartered in London. They are looking to appoint an experienced Payments Team Manager who will ensure that their services and the customer outcomes are managed within regulation, process and both protect the Bank and customers. The role represents the view of the team from customer, risk and colleague lenses; understanding and adapting anything that would impact the professionalism and experience our customers received. The role holder will apply their assurance and control knowledge at both industry and business level to improve working relationships within the bank and effectively and efficiently process tasks and instructions. The role holder will support the Head of Customer Services to help the department evolve and develop in accordance with regulatory and business requirements.

The role is responsible for leading a professional and effective Payments Team, to ensure colleagues work within and adhere to the bank’s policies and risk appetite. 

This role is also responsible for leading the team to deliver exceptional customer service and ensure a streamlined service for the customer. 

Use strong experience of the following to drive Payment Operations forward for the bank. Payment scheme rules, particularly Faster Payments, CHAPS, Bacs, SEPA and SWIFT. Also, experience of PSD2 and Transfer of Funds regulations, the operations of sponsor banks and trade body (i.e. UK Finance) activities as they link to Payments.

Responsibilities

Leadership and Team Management 
  • Provide leadership, coaching and direction, fostering a positive and collaborative work environment. 
  • Recruit, train and develop team members to ensure they have the skills and knowledge to perform their roles effectively. 
  • Set performance objectives, conduct regular performance check -ins and whilst providing and overseeing coaching and feedback to drive continuous improvement.

Compliance Risk Management 
  • Ensure compliance with regulatory requirements and internal policies and procedures, including data security and privacy regulations. 
  • Implement controls which measure and mitigate operational risks and ensure the integrity and security of customer data. 
  • Apply industry knowledge and experience of the following to drive Payment Operations forward for the bank. Payment scheme rules, particularly Faster Payments, CHAPS, Bacs, SEPA and SWIFT. Also, experience of supplier management, PSD2 and Transfer of Funds regulations, the operations of sponsor banks, cost control and trade body (i.e. UK Finance) activities as they link to Payments. 

Customer Excellence 
  • Oversee the delivery of exceptional customer excellence. 
  • Act as a reference point for stakeholders across the bank. 
  • Manage 3rd party suppliers relevant to role. 
  • Monitor customer feedback through the tools available, identifying areas for improvement and implementing initiatives to enhance the customer experience.

Operational Management 
  • Manage day to day operation of the team, including resource scheduling, resource allocation to meet service levels of agreement and performance KPI’s. 
  • Implement operational best practices to optimise efficiency and productivity, while maintaining a high standard of service and culture within the bank. 
  • Monitor key performance indicators and operational metrics, analyse trends, and make data driven decisions to drive performance improvements. 

Process Improvement 
  • Identify opportunities of process improvement and implement initiatives to streamline workflows, enhance productivity, and improve customer service delivery. 
  • Work cross -functionally with other departments to optimise processes and ensure alignment with organisational goals and objectives. 

Technology and Innovation 
  • Stay abreast of technological advancements applicable to the Payments Team and identify opportunities to leverage technology to improve operations and enhance the customer experience. 
  • Work closely with Technology & Transformation team, and other stakeholders to implement and optimise appropriate technology solutions. 

Quality Assurance 
  • Overall accountability for undertaking T&C testing and ensuring others are upskilled to enable them to perform this task when needed. 
  • Periodically review FLOD effectiveness and volumes, against key process.

About The Desired Candidate

  • Experience of managing a technical Operations team to deliver customer excellence 
  • Extensive experience in Payments: Bacs, CHAPS, SEPA, SWIFT Open banking 
  • The ability to work under pressure and lead a team to produce a high, accurate output of work 
  • Experience of performance management and supporting colleagues to work within performance tolerance 
  • Comfortable with ambiguity and change, and happy working in a fast-paced environment 
  • Proactive 'problem resolver', owning and resolving issues, errors and incidents to ensure good customer outcomes inside regulation 
  • Strong communication skills 
  • Ability to meet schedules and deadlines with thorough, accurate and quality work 
  • Self-motivated with excellent organizational skills and in-depth analytic skill 
  • Ability to work in and integrate into a close team, with an appreciation of the values and ethos of the institution

Salary

Up to £75,000 plus bonus

Additional Information

This is a hybrid working model with 2 days a week in the London office
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