Job Introduction
This is an exciting opportunity for a highly motivated individual to join an established Payment Operations team within the Manchester Office.
The role of the Senior Payment and Cards Operations Officer is to support the Head and Deputy Head of Payment & Card Operations to ensure a high level of service is provided to all UK Branches, helping them to deliver an excellent service to our customers whilst ensuring compliance with payment scheme rules. The role will also be responsible for ensuring good control of processes to mitigate risks and also developing and supporting a number of Payment & Card Operations Officers.
Main Responsibility
- Lead a team of individuals offering a range of different skills and abilities to deliver a high quality and cost efficient service to branches.
- Support the growth and development of a team of individuals, supporting their wellbeing and preparing them for future roles within the department and the Bank.
- Manage training requirements of the team to ensure uninterrupted service during absences, mitigating the risk of single person dependency
- Continuous monitoring of payment volumes and demand from branches to allocate staff resources accordingly, ensuring the day to day activities and work flow are adequately prioritised to suit shifting demand
- Establishing, documenting and implementing routines that ensure the incoming and outgoing payments flow efficiently, in a timely manner and within the established intraday deadlines / cut off times, industry / scheme rules and regulatory requirements
- Ensure that all processes are actioned in accordance with instructions and Payment Scheme/Regulatory requirements.
- Develop or support the introduction of new and improved methods of working, products, procedures or technologies; driving efficiencies and risk management.
- Undertake, when required, any of the Payment Operations processes to ensure critical tasks are undertaken
- Work to tight deadlines whilst maintaining a high level of accuracy
- Ensure all Payment Projects/initiatives/changes are delivered in a controlled manner with all risks considered and all relevant processes/ instructions in place before implementation.
- Engage with relevant stakeholders, including branch staff, finance, risk, compliance and 3rd party providers as and when required to drive initiatives or resolve payment related issues
- Actively promote and ensure adherence to the Bank's Risk Management framework (including sub-frameworks) and relevant risk and compliance policies and procedures, ensuring timely and appropriate escalation of concerns to relevant senior stakeholders.
- Support and embed the Handelsbanken culture within the department
The Ideal Candidate
- Knowledge of the UK banking system including CHAPS, BACS and C & CCC rules is essential
- Leadership skills and experience of developing people is desirable but not essential
- An enthusiastic and dynamic self-starter
- Excellent verbal and written communication skills: able to interact and deal with queries in a professional manner.
- Ability to thrive in a busy environment and work to tight deadlines
- Excellent organisational skills and the ability to manage a number of tasks and display initiative
- Confident, professional and friendly telephone manner
- Able to maintain working relationships with a wide range of people and engage with stakeholders at all levels
- The ability to solve problems and deliver effective solutions
Compliance with the 5 Conduct Rules
- Act with integrity;
- Act with due skill, care and diligence;
- Be open and co-operative with the FCA, PRA and other regulators;
- Pay due regard to the interests of customers and treat them fairly;
- Observe proper standards of market conduct.
Core Values
- Is business-oriented and focuses on the customer.
- Takes a long-term approach.
- Has the courage to make decisions.
- Is innovative and proactive.
- Takes responsibility for their own development.
- Has high ethical and moral standards.
- Likes good administrative order.
- Collaborates with others to achieve joint goals.
- Contributes to the development of operations and colleagues.
About the Company
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-term approach to customer relations. Each Handelsbanken branch operates as a local business enabling it to make decisions at a local level and provide a bespoke service. The focus is always on the need of the individual customer and not on the sale of specific products.
The Bank is deeply committed to embedding good equality and diversity practice into all of our activities. This is so that we are an inclusive, welcoming and inspiring place to work that encourages everyone to apply, regardless of socio-economic background, age, disability, pregnancy and/or parental status, race (including colour, nationality, and ethnic or national origin), veteran status, marital and civil partnership status, religion or belief, sex, gender reassignment or sexual orientation.