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Payments Operations Officer, Permanent, Hybrid

The Payments Operations Officers are responsible to the Senior Payments Operations Managers for ensuring the integrity and reliability of robust and resilient operations, clearing and settlement operations for the Bacs, FPS, ICS and Managed Services.

The Payments Operations Officers will ensure that all incidents are handled in accordance with well-established Pay.UK operations crisis/incident management processes.

Principal Accountabilities

• Supports the Payments Operations Managers and Senior Payments Operations Officers with Payments Operations and the 24/7/365 services, as well as the management of incidents.
• Involved in the daily operational duties as detailed in the relevant internal procedural documentation.
• Undertakes rotational duties covering the operational shift rota for both the daily duties and the 'out of hours' on call duties.
• Develops and maintains a detailed knowledge of the end-to-end payment processes (Bacs, FPS, ICS, Managed Services & Reference Data) and in-depth understanding of the clearing and settlement operations.
• Effective point of expertise for stakeholders, including customer, on all operational related matters. This includes answering queries, leading and supporting at times of incidents in respect of operations.
• Involvement in the day to day monitoring of Suppliers performance to ensure payment services are running as intended and customer, and end user, expectations are met. Close engagement with Procurement is required to ensure any supplier performance concerns are accurately captured and addressed.
• Involvement in the end to end monitoring of Customers' performance against agreed service levels, to ensure service level targets are achieved and end user expectations are met, ensuring effective documentation of performance data against agreed SLAs.
• Involvement in the management of Settlement and Cap Management, including the execution of contingency processes where required.
• Involvement in the management of applicable industry services (e.g. EISCD, BUS, etc.)
• Handles all operational incidents, with the supports of the Senior Payments Operations Officers and Payments Operations Managers, including out of hours incidents and issues (out of hours on a rota basis). Ensures post incident activities are actively undertaken.
• Supports in ensuring that crisis management and incident handling procedures are maintained and contingency arrangements in place to accommodate the needs of the Payments Operations team (e.g. fall-back site facilities).
• Supports all activities relating to erroneous payment processes are undertaken effectively and efficiently, identifying improvements where appropriate (e.g. CPR, Manual Recalls etc.)
• Where appropriate, actions customer driven maintenance (following review management) and ensures appropriate communication is shared with the wider community.
• When relevant, supports the provision of information requirements (e.g. BCOR, S204).
• Contributes to Customer performance reviews, by escalating to the Payments Operations Managers and / or Senior Payments Operations Officers of any performance related issues or concerns.
• Collates and analyses payments data, supplier performance and Participant performance data to produce reports where appropriate. Provides regular and ad-hoc analysis that provides business insight to Senior Management and Payments LT.
• Supports on-boarding / off-boarding business readiness and reference data activities for Bacs, FPS and ICS (& CHAPS ref data only) are led and/or supported by the Payments Operations Team.
• Maintain Customer facing and internal procedural documentation.
• Supports the regular customer committee meetings, through the content and timing of information and reports for supplier meetings and relevant committees.
• Ensures potential risks are identified and escalated to Payments Operations Managers and / or Senior Payments Operations Officers.
• At the request of the Payments Operations Manager and / or Senior Payments Operations Officers provide support / input to projects that are happening within, or impact, the Payments Directorate.
• At the request of the Payments Operations Manager and / or Senior Payments Operations Officers provide support to Pay.UK led initiatives and Championing opportunities.

Skills & Experience

• Proven expertise and experience in working in complex and aligned payments operations in a heavily regulated environment according to or exceeding the expectations of regulatory stakeholders.
• Working knowledge and operational knowledge of our services (particularly Bacs, FPS, ICS and Ref Data), and the ability to practically apply this knowledge in the support of Payments and Pay.UK members is highly advantageous.
• Experience working within the financial services / banking industry.
• Methodical and organised and providing excellent co-ordination and communication.
• Strong communication skills in all forms (written, verbal and listening), and negotiation skills. Establish trusting relationships to maintain open communication, with the ability to quickly understand stakeholder needs and define and ensure the implementation of corresponding actions.
• Excellent organisation and time management skills. A highly effective multi-tasker with the ability to manage competing priorities.
• Ability to anticipate and identify potential risks, limitations as well as opportunities related to the operations activities.
• Pragmatic and flexible attitude in order to adopt new approaches and techniques, both personally and for the team.
• Solution-oriented with bias for action and a pragmatic attitude in order to work with peers and make the matrix structure effective.
• Technical and business background.
• Operational experience gained in Financial Services.