Senior Payments Operations Specialist
tem
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Build predictive prioritisation: Ingest payment behaviour data and design pragmatic risk scoring to predict default risk and prioritise cases. Feed this into queue logic so high-risk cases trigger proactive contact and low-risk cases receive lighter-touch interventions.
- Design compliance-safe automation: Map legal and regulatory constraints (including vulnerable customer protections and collection rules), then build workflows that respect these boundaries, with clear human-in-the-loop points, audit trails, and escalation paths.
- Reduce manual load systematically: Identify low- and medium-complexity cases that can be automated or templated. Build tooling and templates to reduce handling time (targeting meaningful reduction vs today’s baseline).
- Run experiments to improve outcomes: Design and run tests (e.g., cadence/channel experiments) to validate what improves recovery rates without harming customer experience or increasing risk.
- Make work visible: Maintain dashboards and reporting on backlog, recovery rates, automation coverage, and compliance incidents. Surface trade-offs when prioritisation shifts and make evidence-based recommendations.
- Build and document playbooks: Create clear documentation so the team can execute consistently, with decisions codified into repeatable rules.
- Partner cross-functionally: Work with Product/Engineering on upstream fixes in billing and onboarding that reduce debt creation. Coordinate with Finance on AR data access and reporting. Engage Legal/Compliance on guardrails and escalation protocols.
Requirements
- Experience in payments, debt, collections, or another operational environment with high compliance and customer risk.
- Demonstrated ability to design and improve operational systems (prioritisation, workflows, automation, tooling) rather than only executing cases.
- Strong judgement around risk and customer harm, with the ability to design clear guardrails and escalation paths.
- Comfort working with data to spot patterns, build simple scoring approaches, and measure impact.
- Strong cross-functional collaboration skills with Product/Engineering, Finance, and Compliance stakeholders.
- Experience building automations in a debt or collections environment (e.g. “done automations in the debt team at Octopus” style background).
- Experience running experiments or A/B tests in an operational setting.
- Familiarity with auditability and regulatory expectations in collections.
Benefits
- Salary aligned to internal benchmarks and reviewed twice a year.
- Stock options so everyone has ownership in our mission.
- 25 days holiday plus public holidays. Swap public holidays for the ones that matter most to you, and enjoy your birthday off.
- Remote first and flexible working, with clear core hours and no internal meetings on Friday afternoons.
- Home working and wellbeing budgets:
- Up to £1,200 or €1,200 per year for your remote setup.
- Up to £150 or €150 per month for wellbeing.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
predictive prioritisationrisk scoringautomationworkflowsdata analysisA/B testingtoolingdashboardsreportingdocumentation
Soft skills
strong judgementcross-functional collaborationevidence-based recommendationsdesigning guardrailscommunicationproblem-solvingdecision-makingcustomer experience focuspattern recognitionoperational improvement