Payment Operations Analyst

NatWest Group; Manchester; On-site; GBP 32,000 - 42,000; Full time

Job summary

NatWest Group in Manchester is hiring a Payment Operations Analyst to join the team. You will be responsible for day-to-day processing of manual payments, ensuring accuracy and compliance with scheme guidelines.

You will handle investigations across products, review BACS reports, and work with partners and internal teams to streamline the customer journey. Strong Excel skills and knowledge of UK payment schemes are essential.

Qualifications

• Experience in payment operations across domestic and international payments.
• Excellent verbal and written communication with customer focus.
• Knowledge of UK payment scheme rules and procedures.

Responsibilities

• Process day-to-day manual payments accurately per scheme guidelines.
• Handle payment investigations with direct customer contact.
• Process indemnity claims (DDIC) and BACS reports (ADDACS, ARUDD, AUDDIS).
• Manage CPR, bulk recoveries and international payment recalls.
• Collaborate across banks, debt management, and internal teams to streamline the customer journey.
• Identify operational risks and support a high-performing team.
• Use Excel/Google Sheets to analyse data.

Skills

Payment operations

Customer service

Data analysis

Attention to detail

UK payment schemes

Tools

PSW (Payment Services Website)

SQL basics

Excel

Job description

Join us as a Payment Operations Analyst

• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of payment related queries

What you'll do

You'll be responsible for day to day processing manual payments accurately, efficiently, and in line with scheme guidelines.

You'll also:

• Handle payment investigations across multiple products—including missing payment queries and redirected payments—with direct customer contact.
• Process Indemnity Claims (DDIC), Challenges. Reviewing, BACS Reports such as ADDACS, ARUDD and AUDDIS
• Manage Credit Payment Recovery (CPR), bulk bank error recoveries, and international payment recalls.
• Collaborate with external partners (other banks, debt management companies, and Pay.UK) as well as internal teams (Operations, Product, Engineering, and Risk) to streamline the customer journey. Assist in creating and maintaining operational processes, knowledge base resources, and training new joiners.
• Identify and mitigate operational risks while contributing to a collaborative, high-performing team culture.
• Demonstrate strong practical ability with spreadsheets (Excel / Google Sheets) to analyse data

The skills you'll need

We're looking for someone with strong payment operations experience who can provide an excellent customer service experience to our customers and colleagues.

You’ll also demonstrate:

• A proven background in payment operations covering domestic schemes (FPS, Bacs, Cards) and/or international payments, with exceptional attention to detail.
• Confidence investigating issues across various Financial Products i.e. business bank accounts, loans, and savings products.
• A solid understanding of UK payment scheme rules and procedures.
• Excellent verbal and written communication skills with hands‑on customer service experience.
• The ability to work independently, draft new workflows, thrive in a fast-paced environment, and leverage data to solve operational problems.

It would be great if you also had:

• Direct experience with Credit Payment Recovery (CPR).
• Hands‑on experience using the Payment Services Website (PSW) for ADDACS, ARUDD, AUDDIS, or DDIC
• Basic SQL Skills