- Senior
- Office in London
Senior Payments Operations Officers, London, Permanent
The Senior Payments Operations Officers supports the integrity and resilience of Bacs, FPS, ICS, and Managed Services operations. They oversee day-to-day scheme and managed service activities, manage incidents in line with Pay.UK’s crisis protocols, and contribute to scheme-specific deliverables, ensuring reliable clearing and settlement operations.
Key Accountabilities:
- Supports Payments Operations Managers in running 24/7/365 services and managing incidents. Acts as an escalation point for Payments Operations Officers and handles daily operational tasks per internal procedures. Participates in rotational shift and on-call duties
- Manages stakeholder queries, gathers information, and supports responses. Maintains deep knowledge of payment processes (Bacs, FPS, ICS, Managed Services, Reference Data) and clearing/settlement operations. Serves as an operational expert for stakeholders, including during incidents
- Monitors supplier performance and engages with Procurement to address issues. Tracks customer performance against SLAs and documents results. Oversees Settlement and Cap Management, including contingency execution. Manages industry services (e.g. EISCD, BUS)
- Handles operational incidents, including out-of-hours, ensuring effective liaison and post-incident follow-up. Maintains crisis and contingency procedures. Manages erroneous payments and identifies process improvements.
- Executes customer/scheme-driven changes aligned with Pay.UK’s change framework. Supports data provision (e.g. BCOR, S204) and customer performance reviews. Analyses payments, supplier, and participant data to produce reports and insights for senior management
- Supports onboarding/offboarding and reference data activities for Bacs, FPS, ICS (and CHAPS ref data). Maintains procedural documentation and supports customer committee meetings. Manages operational risk in line with Pay.UK’s Risk Framework
- Provides project and initiative support as requested by Payments Operations Managers.
Qualifications, Skills & Experience
- Demonstrated skill and experience in working in complex and aligned payments operations within a heavily regulated environment meeting or surpassing the expectations of regulatory stakeholders
- Detailed 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
- Methodical and organised and providing proficient co-ordination and communication
- Proficient 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
- Proficient organisation and time management skills. An individual adept at balancing various responsibilities while managing overlapping priorities
- Ability to anticipate and identify potential risks, limitations as well as opportunities related to the operations activities.
- An adaptive approach that encourages the integration of fresh ideas and techniques for individual and collective progress
- Solution-oriented with bias for action and a pragmatic attitude in order to work with peers and make the matrix structure effective
- Operational experience gained in Financial Services.
At Pay.UK, we value diversity and inclusivity. Research has shown that candidates from underrepresented groups may hesitate to apply unless they meet all the requirements listed. We encourage all qualified candidates to apply, regardless of how closely their skills and experience match the requirements. We are committed to supporting accessibility needs and creating a welcoming environment for all employees. Become part of our team and contribute to the creation of an inclusive work environment that values everyone's unique input.
Who we are
Pay.UK maintains and develops the UK retail payment systems and standards that are core to the economy being able to function on a day-to-day basis.
From Bacs to Faster Payments and cheques – we act as the single operator for all UK retail payments. We put the needs of consumers and businesses at the heart of everything we do, working in the public interest to ensure that the systems the country relies on for its banking transactions are safe, open, innovative and resilient.
Our payment systems underpin the services that enable funds to be transferred between people and institutions. In 2024, the UK's retail payment systems processed 11 billion transactions worth over £10 trillion through Bacs Direct Credit, Direct Debit, Faster Payments, and cheques, and our Current Account Switch Service has facilitated over 9 million switches since it’s launch in 2013.
Every day, individuals and businesses use the services we provide to get their salaries, pay their bills and make online and mobile banking payments. Our vision for the future is to enable a vibrant economy, with Pay.UK delivering the best-in-class payment infrastructure and standards for the benefit of consumers and businesses nationwide.
Benefits & Additional Information
- 12% Non-contributory pension
- Discretionary annual bonus
- 30 days annual leave (excluding bank holidays)
- Private medical insurance, life assurance, income protection, health cash plan, dental insurance, Bupa medicals etc
- Employee assistance programme
- Cycle to Work Scheme
- Season ticket loan
- Annual fitness subsidy of up to £500 per annum
- Working from home policy - minimum 40% in the office (eg. 2 days in the office over a 5 day working week)
Please note:
Some of our benefits are only available to colleagues upon successful completion of the probationary period.
