Service Delivery Manager – Peterborough, UK (hybrid)

Location: Peterborough, England, United Kingdom

Salary: £70,000.00 – £80,000.00 (Full‑time)

Responsibilities

• Drive a seamless customer experience that creates positive sentiment for the Convera brand.
• Develop in‑depth knowledge of our product offerings and provide informative support and tailored recommendations to customers.
• Collaborate with Relationship, Product, Operations and Compliance teams to drive constant improvement.
• Own and investigate customer escalations and complaints from receipt through to resolution, ensuring speed and quality interactions.
• Analyze and solve problems of diverse scope, devising solutions based on limited information and precedent, and adapting existing approaches.
• Evaluate processes, devise improvements, measure results, and iterate.
• Envision and ambitiously drive toward “Best in Class Customer Care.”
• Identify and document root causes or defect trends, working with business partners to ensure corrective actions are delivered.
• Conduct regular service reviews with customers and provide recommendations to improve payment delivery rate and reduce returns.
• Understand regulatory requirements and how Convera’s policies and processes support our customers and obligations.
• Manage requests from external legal entities and global regulators (e.g., FMA, FCA, UK Financial Ombudsman Service, AFCA) in connection with complaints.
• Participate in projects and support business improvements.
• Support leadership with the delivery of Management Information, regulatory reporting, analytical reporting, and statistical summaries, using data to draw a comprehensive, balanced view.

Qualifications

• A minimum of 5 years of related experience.
• Bachelor’s degree (or equivalent work experience).
• Expert communication skills, both written and oral, with the ability to clearly explain complex information to customers and internal stakeholders.
• Valid driving license, as the role requires face‑to‑face client visits.
• A passion for best‑in‑class customer care and a customer champion mentality.
• Exceptional problem‑solving ability backed by good judgement.
• Experience bringing cross‑functional teams together to solve problems.
• Ability to enhance relationships and networks with senior internal and external partners, persuading where necessary and adapting style to differing audiences.
• Self‑starter with mastery of time management, ability to multi‑task, and consistently prioritise to sustain high productivity and quality in a fast‑moving, growth‑focused environment.
• Resilience and calmness when solving problems, facing challenges, and recovering from mistakes.
• Strong knowledge of Microsoft applications.
• Ability to view, analyse, and present data to differing audiences.
• Must be able to conduct regular face‑to‑face client visits. The role cannot be delivered fully remote.

Desirable Experience

• Experience in a customer‑facing role with direct responsibility for managing customers in banking, payments, or financial services.
• Experience onboarding/training new starters and customers.
• Experience with data analytics tools such as Power BI and DataHub.
• Experience with applications such as JIRA, Confluence, and SharePoint.
• Excellent attention to detail.
• Ability to communicate in more than one language.

About Convera

Convera is the largest non‑bank B2B cross‑border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology‑led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers, educational institutions, financial institutions, and law firms. Our teams care deeply about the value we bring to our customers, which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth‑minded, results‑oriented people who are eager to move fast in an innovative environment. As a truly global company with employees in over 20 countries, we celebrate diversity and foster a culture of inclusion and belonging. We are passionate about hiring people from different backgrounds, lifestyles, and unique points of view.

Benefits

• Market‑competitive salary.
• Opportunity to earn an annual bonus.
• Great career growth and development opportunities in a global organization.
• Hybrid work model offering flexibility.
• Generous insurance (health, disability, life).
• Paid holidays, time‑off, and leave policies for life events (maternity, paternity, adoption).
• Paid time off for volunteering opportunities (5 days per year).