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Senior Payments Manager

Date posted 04/08/2022
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Work location
Dual Location - Home & Glasgow Office
Contract type
Hours per week
Shift pattern
Standard - Hybrid

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

Where possible we’re committed to flexible working and supporting our employees to have the right work life balance. Do however note, if you choose to apply for a different work location you will not have any eligibility for relocation support or travel allowances.

This is an exciting time to join and lead the Payments teams at Three. Reporting into the Head of Operational Assurance, this role will manage and lead the Payments team, ensuring that customer payments are processed correctly, on-time and to cost.

The successful candidate will drive change within the team, ensuring that Three is deriving the maximum value from our Payments systems, vendors and processes – whilst maintaining compliance.

The role has a wide remit - You will manage existing contracts, carrying out regular service reviews and ensuring compliance with SLAs. Ensuring that our customer payments are made seamlessly, combining the highest authorisation rates possible with the minimal cost to Three, while also looking forward to the future, optimising our processes and ensuring our people ready to deal with a complex payments landscape.


  • People Management- Being a dedicated people manager, managing our people to deliver on their goals. Developing the team, both in their current role and looking forward to the future of their careers. Being able to look around the team and define the skills needed to deliver on all Payments workstreams.
  • Understanding Processes- Developing confidence that all team processes are documented, updated and understood. Making those processes function successfully, now, through Transformation and in to the future. The successful manager should understand all processes, and be able to continually challenge and improve those processes.
  • Identify Opportunities- Assessing our payments processes and systems. Identifying improvements that will move the dial on improving customer experience, increasing revenue or reducing cost. Working out a simple plan to achieve those opportunities, delivering on that plan and celebrating the success around the business.
  • Performance- Reviewing the team’s function and redesigning KPIs based on the true value-add of the team. Developing those KPIs from a verified set of data into simple, instructive indicators of performance that create clear actions for the team and the wider business, and importantly be able to explain those processes and the value added around the business. Manage Payment Vendor Relationships, ensuring Contract SLAs are met, cost saving initiatives are identified and performance is monitored, utilise these relationships to introduce and champion ideas to industry bodies such as BACS , APACS and relevant card schemes.
  • Growing the Function- Assessing the current focus areas of the team, and discovering new processes where the team can add further value. Being able to describe all elements of Payments processes around the wider business. Act as Payment SME, working with Payment Vendors and internal stakeholders to ensure that all initiatives are technically compliant with regulatory and operational requirements, and that there is no impact on Customer Experience.

• 3+ years of experience in people management.
• Proven successes in people management and performance improvement.
• In-depth knowledge of the Telecommunications industry, knowledge of card payments, direct debits and BACS in particular an advantage
• Proven ability to develop stakeholder relationships and to positively influence change
• An ability to quickly review data, identify issues and opportunities, and quickly move to action

Apply now