DESCRIPTION

You will be responsible for managing all financial aspects of our payment processing systems including monitoring and resolving transaction differences and dealing with escalated customer and payer queries. In addition, you will manage a small team based in the UK and India.
The Payment Systems Success Manager will work closely with internal stakeholders across the group to ensure smooth running of our payment processing platforms. The role requires excellent problem solving and reconciliation skills as well as great verbal & written communication skills.

SKILLS, KNOWLEDGE AND EXPERTISE

• Background in payments administration, preferably in similar industry
• Team management experience
• Excellent numeracy skills and attention to detail
• Excellent problem solving, analytical and reconciliation skills
• Good written & verbal communication skills
• Ability to manage a wide range of responsibilities across the role
• Proactive and ability to use your own initiative
• Ability to develop strong relationships with internal and external stakeholders
• Awareness of payment industry rules and regulations
• Experience in a range of payments software and applications
• Proficient in Microsoft Excel

• Provide high quality customer service at all times through verbal & written communication.
• Proactively monitor payment flows through the use of existing reports.
• Handle any transaction discrepancies and resolve differences between internal and external systems.
• Further develop monitoring controls and assist with implementing appropriate solutions.
• Manage a small team of direct reports, responsible for finance customer support and daily payment system tasks.
• Deepen the relationship with internal teams, such as Product & Development to collaboratively improve customer, payer and internal experience.
• Oversee credit control tasks for customer and payer debts in our payments systems.
• Manage Direct Debit Indemnity Claims (DDICs) and Chargeback challenge processes.
• Provide reporting and analysis on transaction discrepancies, DDICs, Chargebacks and support ticket trends and identify possible improvements to reduce volumes.
• Monitor compliance with BACS and merchant scheme rules.