Payment Processing Team Manager

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

As a Payment Operations Team Manager, you'll lead and develop a team responsible for delivering excellent service to our customers across a range of payment and dispute activities. You'll oversee day-to-day operations, ensuring work is completed accurately, efficiently and in line with service standards, while quickly identifying and resolving any issues that could impact customers or colleagues.

Working closely with stakeholders and strategic partners, you'll monitor performance, manage resources and help ensure workloads are balanced effectively to meet changing customer demand. You'll use data and insight to drive continuous improvement, enhance processes and support the delivery of operational change. As an experienced people leader, you'll coach and develop colleagues, helping them build capability, confidence and expertise while creating a positive, high-performing team culture focused on delivering fair and consistent outcomes for our members.

About you

As a minimum you will have experience with:

• Proven experience leading and developing operational teams, with a strong track record of delivering performance and customer outcomes.

• Proven experience in payments operations, card disputes with a strong understanding of dispute processes, regulatory requirements and customer outcomes.

• Strong people leadership skills, including coaching, performance management, capability development and creating an engaged, inclusive team culture.

• Experience managing operational risk and controls, ensuring work is delivered accurately, compliantly and in line with business standards.

• The ability to identify, implement and embed process improvements that enhance efficiency, quality and customer experience.

• Strong stakeholder management and communication skills, with the ability to build effective relationships and influence across all levels of the organisation and with strategic partners.

• Experience using performance data and management information to make informed decisions, prioritise resources and drive operational performance.

• The ability to support and lead business change, helping teams adapt successfully while maintaining service delivery and colleague engagement.

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.

Keeping your data and personal information confidential is important to us. To find out more about how we use and process your data, please read our Privacy policy.

If you want to find out more about using AI in our recruitment process, please read more here.

Disability Confident

We’re not just guided by data, we’re driven by the real experiences of our people. We’re a Disability Confident Level 3 Leader, the highest level.

That’s why we’re constantly evolving our policies and practices to make sure everyone feels genuinely supported, valued, and empowered to champion inclusion. Whatever your needs, we’re here to support you.