Payments Service Manager in Swindon

Description

As a Payments Service Manager, you’ll own an end to end payment service ensuring it is delivered and maintained in accordance with agreed business and service levels. You’ll work with various stakeholders in most business areas, manage critical and outsourced suppliers and represent Nationwide at various Industry committees. You’ll be responsible for managing risks that impact the payment service whilst identifying and implementing continuous improvement activities to drive increased value for our customers.

At Nationwide we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected.

For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at our Swindon office.

If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here.

Whilst these locations are where we are primarily looking to fill the role, if you’re an internal applicant based in a different location we would welcome your application and if successful, your hiring manager will provide further details on how this could work for this specific role. You can also find out more about our approach to hybrid working here.

Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process.

If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application.

Responsibilities

What you’ll be doing

Owning an end-to-end payment service is challenging but hugely rewarding and no day is the same. You’ll manage small/medium scale Payment incidents through to resolution to resolve customer service issues and operational recovery incidents.

You’ll manage multiple supplier relationships, including material and high risk rated suppliers, managing the day-to-day operational SLAs and recognising any cost reduction or income opportunities. This will also include ensuring preventative root-cause analysis is undertaken and lessons learned from service incidents are fed into ongoing improvement plans.

You’ll need to take ownership and accountability for payment service risks, including raising new risks where appropriate and reviewing existing risks on a regular basis ensuring all actions are completed and updated in a timely manner.

We’ll need you to professionally represent Nationwide at operational industry meetings, lobbying and ensuring appropriate and timely information is shared internally and externally.

About you

For this role you will need experience with:

• Extensive Payments knowledge and experience is a must for this role (including Sanctions, CHAPS, SWIFT, SEPA, Bacs, Current Account Switch, Faster Payments)
• Have a good understanding and experience of incident management
• Have proven experience of managing suppliers, cost, service and risk
• Have significant experience of negotiating and influencing effectively at all levels, presenting well and portraying a professional image both internally and externally
• Be able to build and maintain strong relationships both internally and externally
• Be an excellent communicator who is able to interpret and present technical information into business language
• Have strong written communication skills with the ability to produce compelling business papers around technical and critical business issues

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind

• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand

• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development

• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

Qualifications

The extras you’ll get

There are all sorts of employee benefits available at Nationwide, including:

• 25 days holiday, pro rata

• Private medical insurance

• A highly competitive pension to help you build a strong foundation for retirement

• Access to an annual performance-related bonus

• Training and development to help you progress your career

• A great selection of additional benefits through our salary sacrifice scheme

• Life assurance to provide peace of mind for you and your loved ones in the event of your death

• Wellhub – access to a range of free and paid options for health and wellness

• Up to 2 days of paid volunteering a year

Banking – but fairer, more rewarding, and for the good of society

We forge our own path at Nationwide.

As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives.

If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us.

At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society.

We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide.

What to do next

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us.

We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.

The hiring manager for this role is Kal Morgan, and the main recruitment contact is Nathan Richens.