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Payments Service Manager
4 months ago
Payments Service Manager (12 month Fixed Term Contract)
Salary: Up to £54,000
As a Payments Service Manager, you’ll own an end to end payment service ensuring it is delivered and maintained in accordance with agreed business and service levels. You’ll work with various stakeholders across Nationwide, key suppliers and Industry bodies. You’ll be responsible for managing risk whilst identify and implementing continuous improvement activities to drive increased value for our customers.
This role is within the Electronic Payments value stream in Payments which is responsible for both product ownership and service management for all electronic payment journeys.
The role is within the Service Management function within the value stream which is responsible for the end-to-end service performance management and improvement for all electronic payment journeys such as Faster Payments, Bacs and Cheque payments.
At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.
For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, at one of our offices. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.
If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.
What you’ll be doing
Owning an end to end payment service is challenging but hugely rewarding and no day is the same. You’ll manage small/medium scale Payment incidents through to resolution to resolve customer service issues and operational recovery incidents.
You’ll manage multiple supplier relationships, including material and high risk rated suppliers, managing the day to day operational SLAs and recognising any cost reduction or income opportunities. This will also include ensuring preventative root-cause analysis is undertaken and lessons learned from service incidents are fed into ongoing improvement plans.
You’ll need to take ownership and accountability for payment service risks, including raising new risks where appropriate and reviewing existing risks on a regular basis ensuring all actions are completed and updated in a timely manner.
We’ll need you to professionally represent Nationwide at operational industry meetings, lobbying and ensuring appropriate and timely information is shared internally and externally.
You’ll work closely with the Product Owner team to understand the change roadmap for the payment service, reviewing prioritisation on a regular basis and understanding how the changes impact the overall service.
About you
- Extensive Service Management experience
- Payments knowledge and experience to include industry objectives
- Be able to build and maintain strong relationships both internally and externally.
- Be an excellent communicator who is able to interpret and present technical information into business language.
- Have a good understanding and experience of incident management
- Have proven experience of managing suppliers, cost, service and risk.
- Have significant experience of negotiating and influencing effectively at all levels, presenting well and portraying a professional image both internally and externally
Our Customer First behaviours are all about putting customers and members at the heart of how we work together. You can strengthen your application by showing the behaviours that resonate with you, and how you might have already demonstrated these.
Say it straight - This is about being honest and direct with good intent and saying what needs to be said in the room. It’s also about being clear, precise, and using language that we and, importantly, our customers and members can understand.
Push for better - This is about aiming high and constantly looking for better in how we work together and serve our customers and members.
Get it done - This is about prioritising what will have the greatest impact, being decisive and taking accountability for delivering on the end-to-end outcome.
We know applying for jobs can sometimes feel like you’re sending an application into a black hole. We review each application individually. So, it’s a good idea to call out your most relevant experience on your application to give yourself the best chance
The extras you’ll get
There are all sorts of employee benefits available at Nationwide, including:
- A personal pension – if you put in 7% of your salary, we’ll top up by a further 16%
- Up to 2 days of paid volunteering a year
- Life assurance worth 8x your salary
- A great selection of additional benefits through our salary sacrifice scheme
- Wellhub – Access to a range of free and paid options for health and wellness.
- Access to an annual performance related bonus
- Access to training to help you develop and progress your career
- 25 days holiday, pro rata
What makes us different
Nationwide is the world’s largest building society. With over 15 million customers, we have a relationship with almost a quarter of the UK’s population. We’ve got the scale to compete with the big banks, but we’re not a bank.
As a building society, we’re owned by our members – that’s our customers who have their current account, mortgage or savings with us. It means we can do things differently to deliver our Purpose – Banking – but fairer, more rewarding, and for the good of society.
When you work at Nationwide, you can experience that difference for yourself. You’ll be part of a high-performing, purpose-driven organisation that offers rewarding career experiences and a highly competitive range of benefits to match. You’ll also be joining us at an important time as we seek to reach more and more people in the UK. We want everyone in the UK to know that they don’t have to bank with a bank. They can choose a modern mutual instead.
