Director of Payments & Client Services

Bank of London offers a safer business banking model by holding all deposits at the Bank of England, eliminating the risk of \’bank runs.\’ It provides services such as Deposit, Embedded Banking, as well as Commercial Banking tailored to businesses. Powered by proprietary technology, the bank collaborates with SAP Fioneer to deliver innovative solutions. With a focus on exceptional service and core values of ownership, curiosity, the bank strives for excellence in all it does.

Description

We’re seeking a proven candidate with predominantly deep payments experience. An understanding of and exposure to client services is required for the role’s wider responsibilities.

The role is a key leadership position, reporting in to the COO and responsible for overseeing the end-to-end delivery and integrity of the bank’s payments infrastructure and client service operations. You will play a pivotal role in managing high-volume transaction processing, driving digital transformation, ensuring regulatory compliance, and delivering outstanding service to our payment firm clients including BaaS use cases supporting retail.

You’ll bring strong communication skills, a collaborative mindset, and a proven ability to navigate complex problems. Success in this role will require resilience, an ability to prioritise, stakeholder management skills and an appetite to be challenged. You’ll thrive in a dynamic environment where responsiveness, relationship management, and operational excellence are key

Responsibilities

• Lead and manage the Bank’s domestic and international payment services (FPS, Bacs, CHAPS, SEPA.) including SWIFT messaging.
• Ensure all payment systems are efficient, secure, and compliant with industry standards and regulatory requirements.
• Oversee the strategic direction of payment operations, including transformation initiatives and system upgrades.
• Engage with industry bodies and regulators.
• Design and deliver a best-in-class client service strategy across all channels, ensuring high levels of client satisfaction and operational efficiency.
• Hold responsibility for the Bank’s customer complaints process.
• Oversee client onboarding, query resolution, account maintenance, and transactional support.
• Develop and implement SLAs, KPIs, KRIs and continuous improvement initiatives.
• Be required to support in the production of MI and talk to at Executive Committee and Board levels.
• Lead a high-performing team across payments and client service functions, promoting a culture of excellence, accountability, and innovation.
• Partner with Technology, Compliance, Risk, Product, Commercial and Finance teams to align operations with broader business goals.
• Drive operational resilience, business continuity, and risk mitigation across all functional areas.
• Manage outsourced partners involved in the delivery of payment operations and client services functions.
• Oversee internal controls, own RCSAs for your area and drive on audit engagements.
• Lead investigations and root cause analyses on operational incidents and implement corrective actions.

Essential Criteria

• Proven experience (10+ years) in a senior leadership role within payments or banking operations.
• Deep understanding of UK and international payments ecosystems, including Pay.UK and PSR requirements.
• Strong understanding of account types and financial products offered by UK-regulated banks, including their features, eligibility criteria, and regulatory requirement. Familiar therefore with the following: BaaS, virtual accounts, segregated accounts, indirect vs direct scheme participation and agency banking.
• Strong knowledge of relevant regulatory frameworks.
• Experience leading teams in a fast-paced, regulated environment.
• Exceptional stakeholder management and communication skills.
• Experience working with digital banking platforms or fintech ecosystems.
• Track record of delivering transformation or change programmes.
• Strategic thinker with operational discipline and highly collaborative.
• Strong leadership and people development skills.
• Resilient and adaptable in a dynamic environment.

Location

· London (5 days per week in the office) or Belfast (4 days per week in the office)

· Travel to other locations may be required on occasion.

Diversity

Bank of London is an equal opportunity employer committed to inclusion, diversity and belonging. All qualified applicants are welcome and will receive consideration for employment without regard to race, colour, age, religion or religious expression, sex, sexual orientation, gender or gender identity and expression, transgender, national origin, or military veteran status.