Senior Payments Operations Officer

2 weeks ago


London, United Kingdom Pay.UK Full time

**Senior Payments Operations Officer - Hybrid (office based 2 days a week)**

**Summary**

The Senior 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 Senior Payments Operations Officers will ensure that all incidents are handled in accordance with well-established Pay.UK operations crisis/incident management processes. The Senior Payments Operations Officer will support the Payments Operations Managers in ownership for scheme specific deliverables and oversees the day to day running of our scheme payment and managed services.

**Principal Accountabilities**
- Supports the Payments Operations Managers with regard to running the Payments Operations and the 24/7/365 services, as well as the management of incidents.
- Provides to day to day support, and acts as an escalation point for the Payments Operations Officers.
- Responsible for 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.
- Accurately captures, circulates, monitors Customer and other stakeholder queries, collects information, and supports the preparation of answers.
- 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.
- Acts as a dedicated 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.
- Detailed 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.
- Detailed involvement 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.
- Detailed involvement the management of Settlement and Cap Management, including the execution of contingency processes where required.
- Detailed involvement in the management of applicable industry services (e.g. EISCD, BUS, etc.)
- Supports the management of all operational incidents, including out of hours incidents and issues (out of hours on a rota basis). Ensures effective liaison provided during incidents and has oversight of issues, and acts as an escalation point for Payments Operations Officer where appropriate. 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).
- Ensures all activities relating to erroneous payment processes are undertaken effectively and efficiently, identifying improvements where appropriate (e.g. CPR, Manual Recalls etc.)
- Where appropriate, executes customer and scheme driven maintenance / changes, including the management of change delivery in alignment with Pay.UK change framework and processes and in cooperation with the Change Team.
- When relevant, supports the provision of information requirements (e.g. BCOR, S204).
- Assists with undertaking Customer performance reviews, by collating and sharing customer performance data, and escalating any performance issues / concerns via the Payments Operations Managers.
- 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.
- Manages risk within the Payments Operations, ensuring adherence to the Pay.UK Risk Framework as appropriate with 1LOD/2LOD (including Payments Risk Team).
- At the request of the Payments Operations Managers provide support / input to projects that are happening within, or impact, the Payments Directorate.
- At the request of the Payments Operations Managers provide support to Pay.UK led initiatives and Championing opportunities.

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