Essential Duties And Responsibilities

Including, but not limited to the following:

Incentives Operations

• Design, develop, and implement new incentive processes and optimize existing workflows across divisions to improve payment turnaround times, reduce processing cost and error rates, and increase panellist satisfaction
• Ensure end-to-end accuracy and timeliness of standard and non-standard across all divisions of the M3 GR Group.
• Prepare/approve complex orders per supplier requirements and internal controls; clear on-hold items and high-value/edge cases with root-cause fixes.
• Maintain structured, secure data storage and correct permissions; keep Wallet/MR status current for internal/external users.
• Own allocated incentives compliance SOP: User interface reporting requirements by payment methods, data protection policies and rules, and documentation standards.

Participant-Payment Compliance

• Own the participant-payment compliance playbook: tax thresholds/reporting requirements by country, identity/anonymity rules, documentation and evidence standards.
• Partner with Finance on report accuracy, error resolution and local rules; implement gating controls and maintain complete audit trails.
• Prepare audit-ready evidence packs and assist responses to internal/external auditors.

Payment-Ops Governance & Controls

• Enforce pre-allocation safeguards: transactions/balance checks, value caps, reason codes, and dual approvals for exceptions; run high-value reviews.
• Publish a monthly KPI pack (turnaround times, failure/return rates, on-hold backlog, stakeholder SLA fulfilment) and drive remediation plans.
• Perform QA sampling and spot checks; document corrective/preventive actions.

Vendor Management

• Own commercial management of incentive/payment vendors: negotiate pricing, fees, rebates and service credits; improve contract terms (SLA, liability, data protection, settlement timelines) to reduce cost, mitigate risk, and deliver measurable financial benefit to M3MR Group
• Act as day-to-day owner for incentive/payment vendors.
• Support RFPs/renewals with requirements, volumes, controls, and performance history.

Tooling, UAT & Integrations

• Serve as business owner for technology payment capabilities: define requirements, validate designs, write/maintain SOPs and runbooks.
• Manage UAT, data reconciliation, and go-live readiness; sign off on releases and ensure complete system logging (who/what/when).

Stakeholder Management & Communication

• Collaborate with other departments to lead and drive improvements on incentive design, risk management, and compliance constraints.
• Improve the panellist payment experience to drive retention: ensure fast, friction-free payouts, rapid correction of issues, and proactive respondent communication on status and resolution; use root-cause analysis and controls to prevent recurring incentive-payment issues.
• Coordinate respondent communications and escalations; ensure clear, timely updates and consistent templates across divisions.

Knowledge, Coaching & Backup

• Update SOPs, checklists, and quick guides; deliver refresher training to other departments.
• Coach coordinators on complex cases and quality standards; act as day-to-day backup to the Incentives manager when needed.
• Manage, mentor, appraise and develop allocated staff, ensuring they are working effectively.

Qualifications

Education and Training Required:

• Bachelor’s degree or equivalency

Minimum Experience

• Minimum of 3 years managing a staff of 3+ employees
• 3-5+ years in incentive/payments operations or adjacent finance ops across multiple rails (bank, vouchers, PayPal, prepaid)
• Advanced spreadsheet skills (pivots, complex formulas, basic Power Query); confident with data validation/reconciliation
• Proven vendor management and professional external communication
• Demonstrated ownership of complex cases and continuous improvement

Knowledge, Skill, Ability

• Ability to lead a team made up of both junior and senior team members.
• Self-motivated and able to (re)prioritize tasks throughout the workday
• Exceptional time management, organizational skills, and attention to detail
• Well-developed analytical and creative problem-solving skills.
• The ability to work autonomously and in a team environment to successfully meet goals
• The candidate must have exceptional written and verbal communication skills.
• The candidate must have very strong Microsoft Office skills including Excel, Outlook and Word, and be a quick learner of new technologies/software.

Additional Information

Employee Benefits:

• 25 days annual leave
• Participation in a company bonus scheme linked to personal and company performance
• Group Life Cover 4x salary
• Pension 4%/4% employee/employer contributions
• Vitality health
• Staff discount scheme
• Discounted gym membership