Senior Payments Operations Officer (FTC)

Senior Payments Operations Officers play a key role in safeguarding the integrity and resilience of Pay.UK’s payment operations across Bacs, FPS, ICS and our Managed Services. In this role, you’ll ensure incidents are managed effectively through established crisis and incident processes, while supporting the Senior Payments Operations Managers with scheme-specific responsibilities. You’ll also oversee the smooth day‑to‑day running of our payment schemes and managed services, helping to keep the UK’s payment ecosystem moving.

Key Accountabilities

• Support the delivery of Pay.UK’s 24/7/365 payment operations and assist in managing operational incidents.
• Provide day‑to‑day operational oversight and act as an escalation point for Payments Operations Officers.
• Execute daily operational tasks and participate in shift and on‑call rotas to ensure continuous service.
• Monitor supplier and customer performance against service levels, escalating issues and supporting improvements.
• Act as a knowledgeable resource on Bacs, FPS, ICS, Managed Services, and Reference Data, assisting with inquiries from stakeholders and operational requirements.
• Manage settlement and cap processes, including performing contingency actions when required.
• Support incident response, crisis management procedures and post‑incident activities, ensuring effective communication throughout.
• Analyse payments, supplier and participant performance data to produce insightful reports for senior leadership.
• Support onboarding/off‑boarding activities and maintain accurate operational and customer‑facing documentation.
• Contribute to change initiatives, customer committees and Payments Operations projects as requested by the Payments Operations Managers.

Qualifications, Skills and Experience

• Experience in complex payment operations within a heavily regulated financial services or banking environment.
• Operational knowledge of Bacs, FPS, ICS and Reference Data, with the ability to apply this practically in supporting Pay.UK participants.
• Effective communication skills (written, verbal and listening) with the ability to build trusted relationships and understand stakeholder needs.
• Highly organised, methodical and able to manage multiple priorities effectively.
• Proficient risk awareness, with the ability to identify operational risks, limitations, and opportunities.
• Open-minded, pragmatic and solutions‑focused, with a willingness to adopt new approaches and work effectively in a matrix environment.
• Effective coordination and negotiation skills, enabling clear communication and efficient delivery.
• Technical and business acumen relevant to payments and operational environments.

Pay.UK Behaviours

At Pay.UK, our behaviours are central to who we are and how we operate. They bring our values to life, shape our culture, and guide how we make decisions, collaborate, and respond to challenges across the payments ecosystem. All interview processes will assess the following behaviours:

• Listen to Find Win-Wins - Empathy, Listening and Understanding.
• Influence with Courage - Influence, Courage.
• Go Horizontal First - Cross Boundary Collaboration.
• Take Ownership - Self Development Opportunity.
• Mindset - Initiative.
• Simplify - Achievement Orientation.

Inclusivity

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.

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 its 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 robust 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 (e.g. 2 days in the office over a 5 day working week).

Please note: Some of our benefits are only available to colleagues after meeting the requirements of the probationary period. Pay.UK employee benefits are not available to contractors and are only available to permanent and fixed‑term employees.