Complaints, Chargebacks

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Complaints, Chargebacks & Collections Operations Lead
- Working in Tyl by NatWest and Payit by NatWest, you’ll oversee the outsourced operations of multiple key business functions
- You’ll explore, implement and embed technology to support our business, while managing the reporting of risks and controls for your functions
- It’s an opportunity to be seen as an ambassador for Tyl by NatWest and Payit by NatWest both internally and externally
- We're offering this role for a period of seven months

**What you’ll do**:
As a Complaints, Chargebacks & Collections Operations Lead, you’ll support the Head of Merchant Operations in driving simplification, collaboration and consistency in how our business runs.

You’ll gather and analyse data to uncover business insights and recommendations and contribute to all aspects of Tyl by NatWest and Payit by NatWest to design, implement and optimise the operating model.

Your responsibilities will include:

- Helping with the implementation and ongoing management of systems to support and provide guidance to others on our operational processes
- Collecting and presenting valuable operational analytics and developing insights and recommendations to help improve the running of our business
- Presenting results to management and implementing recommendations in collaboration with other team members
- Driving a culture of identifying and addressing risks across your functions

**The skills you’ll need**:
We'll need you to have a good understanding of operational processes and systems, with the ability to understand business processes and develop future business improvements.

Alongside this, you'll have good analytical and problem-solving skills and an ability to quickly understand how new products and solutions can benefit operational efficiency.

Furthermore, you’ll need:

- Knowledge of how to communicate complex processes and ideas in ways that enables them to be understood
- A strategic mindset and experience of managing operational teams
- Excellent written and verbal communication, planning, prioritising and organising skills
- The ability to engage with a range of internal and external stakeholders and work collaboratively in a team environment