Social Security Scotland is looking for a motivated and experienced colleague to join our Payment Resolutions management team. If you have experience working with SPM payment systems and are seeking an opportunity to analyse, coordinate, resolve, and approve complex payment exceptions, this could be the role for you.
We are looking for someone who thrives in a fast-paced environment and is committed to delivering high-quality outcomes, while always looking for ways to improve the service we provide to our clients. If you are proactive, detail-focused, and want to make a real difference, our Payment Resolutions Team Manager role offers an excellent opportunity to develop your skills and contribute to an important public service.
Based within Finance and Corporate Services, the Payment Resolutions Team is a fast-paced, high-performing function that is scaling up in preparation for taking on greater responsibility and activity as part of the implementation of a new benefit payment system. The team plays a critical role in ensuring that clients receive the correct payments, in the right amounts, and at the right time. This is achieved through the continuous monitoring and analysis of payment activity, alongside close collaboration with operational teams to identify and remediate payment exceptions.
As a Payment Resolutions Team Manager, you will lead a team of Payment Resolutions Officers, overseeing the identification, analysis, and resolution of complex payment exceptions to ensure clients receive accurate and timely payments. You will play an important role in maintaining strong financial control, carrying out key management checks, approving exception payments, and providing financial recommendations on ex-gratia and ex-regulatory cases. The role also involves reviewing performance data, analysing patterns and trends and producing Power BI reports to support decision-making and continuous improvement. You will work closely with internal teams and external partners, building strong working relationships to resolve issues and deliver a high-quality service.
Responsibilities
Responsibilities
- Provide direct line management to B1 colleagues, including setting objectives, managing performance, supporting professional development, promoting wellbeing and fostering a high-performing and inclusive team environment.
- Oversee and coordinate all payment exception activities, including cancellation, reissue, and administration of returned payments. Ensure clear communication and collaboration to support service delivery and issue resolution.
- Ensure all exception processes are completed accurately, efficiently, and in accordance with policy and control frameworks.
- Authorise exception payments using third-party offline payment systems, including RBS/NatWest Bankline, Allpay, and i-Movo.
- Conduct robust management checks across key trackers and exception reports to ensure compliance with financial controls, data protection, and records management standards.
- Provide detailed financial analysis to support ex-gratia and ex-regulatory payments and liaise with senior stakeholders, including the Deputy Director and Chief Operating Officer (COO), to secure approvals where required.
- Prepare and deliver team performance metrics and management information to support operational decision-making and identify continuous improvement opportunities.
- Contribute to official reporting processes, including year-end financial reporting and production of financial accounting extracts.
Qualifications
Success Profiles
We use an assessment framework called ‘Success Profiles’ which lists the elements we test and provides detailed descriptions of each. Find out more about the framework here.
For this post, the following Success Profile elements will be assessed:
Technical / Professional Skills:
You will demonstrate the following skills within the Finance Profession Capability Framework.
Interrogation of Finance Systems – Practitioner
Connecting finance information together from one or more systems/sources in a logical way in preparation for analysis and interpretation. Working with stakeholders to ensure relevancy of data to support insight driven finance decisions.
Data Management – Working
Collating and managing datasets. Understanding data sources, data organisation, and storage whilst considering legal and ethical issues around data including rights, liability, privacy, and access.
Experience:
Proven background in financial operations or payment exception handling within a regulated or controlled environment.
Behaviours:
- Leadership – Level 3
- Delivering at Pace – Level 3
- Managing a Quality Service – Level 3
You can find out more about Success Profiles Behaviours here.
How to Apply
Apply online, you must provide a CV and a Supporting Statement (of no more than 1500 words) which provides evidence of how you meet the Success Profiles above.
Artificial Intelligence (AI) tools can be used to support your application, but all statements and examples provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, and presented as your own) applications will be withdrawn and internal candidates may be subject to disciplinary action.
Please see our candidate guidance for more information on acceptable and unacceptable uses of AI in recruitment.
If invited for further assessment, this will consist of an interview and a job simulation.
We aim to provide feedback on request. However, if we receive a large number of applications it may not be possible for us to provide specific feedback on your application. We will provide feedback on request to candidates who attend an interview/assessment.
Expected Timeline (subject to change)
Sift – between 10/07/26 - 17/07/2026
Interview – w/c 10th August 2026
Information Session
We are holding a candidate information session to provide you with information about the application and interview process, as well as further information on the role and team. The session will be held on 2nd July 2026 at 12:30.
Please join us using the link below:
Click here to join meeting
Reserve List
In the event that there are more successful candidates than posts available, a reserve list will be kept for up to 12 months.
About Us
Social Security Scotland is an Executive Agency of the Scottish Government. Our benefits help people from all walks of life in Scotland. We offer rewarding careers and employ people across Scotland in a wide range of professions and roles. We are committed to recruiting a diverse workforce that is representative of the clients we serve. Find more about us here.
We offer a supportive and inclusive working environment along with a wide range of employee benefits. Find out more about what we offer.
As part of the UK Civil Service, we uphold the Civil Service Nationality Rules.
Working pattern
Our standard hours are 35 hours per week and we offer a range of flexible working options, depending on the needs of the role. We embrace a hybrid working style where all colleagues will spend time in either our Glasgow or Dundee offices. There is an expectation of a minimum 2 days per week in your assigned location, which will be either Glasgow or Dundee. Currently the team’s office days are Monday and Tuesday (in both Dundee and Glasgow). It would be our recommendation that the successful candidate follows this pattern, as this aligns with our business needs and approved seating arrangements. If you have specific questions about the role you are applying for, please contact us.
Equality Statement
Social Security Scotland are committed to equality and inclusion, and we aim to recruit a diverse workforce that reflects the population of our nation.
Social Security Scotland are a Disability Confident Employer. We will consider and implement any reasonable adjustments you may require throughout the recruitment process and during the course of your employment, should you be successful in securing a post. If you feel you may require assistance with any part of our recruitment process, please contact us at Recruitment@socialsecurity.gov.scot.
Find out more about our commitment to diversity and how we offer and support recruitment adjustments for anyone who needs them.
Further Information
This role is only available to existing permanent civil servants who have successfully completed their probation period within Social Security Scotland, or the broader Scottish Government.
Find out more about our organisation, what we offer staff members and how to apply on our Careers Website.
Read our Candidate Guide for further information on our recruitment and application processes.
The successful candidate will be expected to remain in post for a minimum of 3 years unless successful in gaining promotion to a higher Band or Grade.
If you experience any difficulties accessing our website or completing the online application form, please contact the Resourcing Team via recruitment@socialsecurity.gov.scot
Apply before 8th July 2026 at 23:55
Contact Name - Stuart Davidson
Contact e-Mail - Stuart.Davidson@socialsecurity.gov.scot
