£50,000 - £60,000 Per Annum
London, United Kingdom
BACS/Chaps/Swift,Business Operations,Retail Banking
Permanent | Full Time
Payments Operations Team Leader
Salary: £50,000 - £60,000 Per Annum (+ excellent benefits & bonus)
Operations Team Leader, London
We are seeking experienced Operations Leaders with a solid understanding of the major Payment Schemes and experience in client servicing in a regulated environment. These roles support our growth and the primary purpose of the role is to facilitate our Payments Team, ensuring accurate and timely completion of all our payment, customer and scheme related obligations. About You If you are passionate about leading a team from the front, not afraid to get your hands dirty and can demonstrate your experience in the payments, operations and customer servicing arena, then we would like to hear from you. You should be willing to learn new technologies, champion continuous improvement and enable your team to succeed by providing them with the right tools, right knowledge and clearing delivery blockers. You should have an agile mindset and expect to deliver at pace from the start.
•Accountable for timely completion of all incoming and outgoing Payment transactions failing Straight Through Processing (STP), (RTGS, CHAPS, Faster Payments, Bacs, Visa, MasterCard) and on a daily basis, ensure the team assists with the reconciliations process
•Ensure the timely processing and maintenance of Direct Debits, Standing Orders and related entries to meet scheme schedule requirements
•Act as the first point of escalation to resolve customer, internal and/or external bank queries relating to payments in a timely manner and in line with agreed service levels
•Oversee completion and validation of all static data tasks aligned with the opening, closing and day to day client account maintenance
•Identify and resolve skill and knowledge gaps within your team, providing subject matter knowledge and expertise, or identify the appropriate people to do so
•Enable a culture of continuous improvement of our processes and workflows by proactively working with your colleagues to identify areas for improvement and suggesting solutions for the operations system, communicating these to the relevant stakeholders • Build and maintain relationships with customers, payment schemes and colleagues ensuring the service provided is of a high standard, making recommendations to improve services on an ongoing basis
•Build and maintain an in-depth understanding of AML, KYC, Fraud, banking sanctions and FCA regulations to ensure that handling of customer accounts and client funds fully complies at all times within these rules and guidelines, assisting with risk mitigation by following all established controls and challenging any areas where there is a potential/perceived shortfall with proposals for improvement
•Produce any reports and management information on an as-needed basis
•Lead, motivate and develop a team of operations Analysts and Senior Analysts
•Support the Operations Run the Bank Lead and others with ad hoc requests, projects and routine duties
•Manage team capacity and resource forecasting
•Develop and apply controls that manage our operational risks
• Act as an escalation point of contact for customers and responsible for leading periodic customer service reviews and accountable for completion of appropriate controls and checks
• Act as a delegate for the Operations Run the Bank Lead when required
• At least 5 years of Payments experience and a good working knowledge of UK clearing systems
• Demonstrable knowledge of the major payment schemes, specifically CHAPS, BACS and FPS with Cash and Credit Clearing and Euro schemes preferable
• Good evidence of operational skillset within a regulated environment, including customer complaint handling
• Proven Leadership experience within an Operational environment
• Strong communication skills with an ability to engage internal and external stakeholders at all levels, including C-suite.
• Must be a self-motivated individual with good attention to detail, commercial awareness with good judgement and decision-making skills
As a Financial Services organization, we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This role falls under Conduct Rules of the Individual Accountability Regime (IAR) and is subject to pre-employment screening. This means if successful, you will need to satisfy some important background checks before commencing work with us, these include a full credit check, a criminal record check, residency and right to work checks.
We are looking for motivated team players who are delivery focused and can suggest solutions as to how things can be done better, as we’re always looking to improve and do things differently. It is important that you have this mind-set too. The department operates a Monday to Friday 7am to 7pm shift working pattern and you will participate in the rota, together with other members of the team. The role also requires participation in the on-call rota.