Customer Payments Operations Lead

Serco Limited; Greater London; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

25 days' holiday

Pension scheme

Training courses & apprenticeships

Wellbeing services

Job summary

Serco Limited in London seeks a Payment Operations Lead to head the Customer Payments Operations team for the London Cycle Hire contract. You will drive billing, payments, debt management and reconciliation with a focus on accuracy and compliance, supported by data insights and team leadership.

The role requires strong accounting knowledge, experience with ERP systems, and advanced Excel skills. Hybrid work is available with three days in the office.

Qualifications

• Sound accounting knowledge and ability to manage billing and payments processes.
• Experience in high-volume transactions and reconciliations.
• Experience with ERP systems and complex financial processes.
• Advanced Microsoft Excel skills and data analysis capability.
• Proven experience leading and developing teams with performance management.

Responsibilities

• Lead, coach and develop the Payment Operations team, creating a culture of accountability and high performance.
• Ensure timely delivery of payments reporting, reconciliations and external reporting to the client.
• Analyse large volumes of data to identify trends and support decision-making.
• Support provision of Customer led payment requests.
• Build strong relationships with internal teams and external stakeholders (e.g., TfL, Akkodis, Lyft).
• Drive continuous improvement across billing, reporting and debt management processes.
• Own and manage reporting against KPIs and ensure compliance with policies and financial controls.

Skills

Accounting basics

Data analysis

Excel

Leadership

Stakeholder management

High-volume processing

Education

Part-qualified accountant

ACCA/CIMA

Tools

ERP systems

Microsoft Excel

Payment systems

Job description

Location: London Cycle Hire Scheme, 15 Penton St, London N1 9PU

Salary: £40,000 per annum plus excellent benefits

Schedule: Full time, 9am - 5.30pm. Hybrid working available - 3 days office based

Ready to impact a better future?

As a Customer Payments Operations Lead in our LCHS Customer Payments Operations team, you'll lead the delivery of customer billing and payments, debt management and reconciliation activities, ensuring processes are accurate, compliant and efficient supporting our London Cycle Hire contract. You'll use data-driven insight to support better decision-making while leading a high-performing team that delivers excellent outcomes for customers and stakeholders.

By ensuring the effective management of financial processes, billing accuracy and continuous improvement initiatives, you'll help create impactful solutions that support service delivery, build trust with stakeholders and contribute to a positive impact on communities. This is an opportunity to influence change, drive innovation and create headroom for people to grow while helping us impact a better future.

What you'll do as a Payment Operations Lead

Lead, coach and develop the Payment Operations team, creating a culture of accountability, growth and high performance.

• Ensure the timely delivery of payments reporting information, reconciliations and external reporting requirements to the client.
• Analyse large volumes of data to identify trends, provide actionable insights and support decision-making.
• Support provision of Customer led payment request.
• Build strong relationships with internal teams and external stakeholders, including Transport for London (TfL), Akkodis and Lyft.
• Drive continuous improvement initiatives across billing, reporting and debt management processes.
• Own and manage reporting against key performance indicators (KPIs) and ensure compliance with business rules, policies and financial controls.

Does this sound like you?

• Have sound accounting knowledge: newly, recently or part-qualified accountant with strong billing and financial management experience.
• Experience in operating in a high-volume transactions environment at pace.
• Experience working with large Enterprise Resource Planning (ERP) systems and complex financial processes.
• Advanced Microsoft Excel skills with the ability to analyse large datasets and present findings clearly.
• Proven experience leading and developing teams while managing performance effectively.

• Bring a strong background in payment systems, developed through experience with a payment scheme, systems integrator, acquiring organisation or specialist payments provider.
• Demonstrate strong knowledge of the payment technologies used across today's market, including contact and contactless EMV, and their application within mobile wallets and other alternative payment solutions.
• Have practical experience working with acquirers, payment systems integrators and technology vendors across multi-channel environments, including e-commerce, retail and mobile payment acceptance.
• Understand end-to-end payment back-office architecture and transaction processing, including authorisation, clearing, reconciliation and settlement.

• Strong communication, stakeholder management and problem-solving skills, with a focus on delivering results.

What we offer

• 25 days' holiday plus bank holidays (and the option to buy up to five additional leave days each year)
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

This role requires a Basic DBS check, which will disclose any unspent convictions in line with the Rehabilitation of Offenders Act 1974. You will also complete an Occupational Health Questionnaire to help us identify and provide any support you may need to undertake the role effectively.