Overview
Our client is seeking a Director of Payments and Client Services to be responsible for overseeing the end-to-end delivery and integrity of the bank’s payments infrastructure and client service operations. You will play a pivotal role in managing high-volume transaction processing, driving digital transformation, ensuring regulatory compliance, and delivering outstanding service to payment firm clients including BaaS use cases supporting retail.
The role is a key leadership position, reporting in to the COO and the successful candidate will bring strong communication skills, a collaborative mindset, and a proven ability to navigate complex problems. Success in this role will require resilience, an ability to prioritise, stakeholder management skills and an appetite to be challenged. You’ll thrive in a dynamic environment where responsiveness, relationship management, and operational excellence are key.
Responsibilities
* Lead and manage the Bank’s domestic and international payment services (FPS, Bacs, CHAPS, SEPA.) including SWIFT messaging.
* Ensure all payment systems are efficient, secure, and compliant with industry standards and regulatory requirements.
* Oversee the strategic direction of payment operations, including transformation initiatives and system upgrades.
* Engage with industry bodies and regulators.
* Design and deliver a best-in-class client service strategy across all channels, ensuring high levels of client satisfaction and operational efficiency.
* Hold responsibility for the Bank’s customer complaints process.
* Oversee client onboarding, query resolution, account maintenance, and transactional support.
* Develop and implement SLAs, KPIs, KRIs and continuous improvement initiatives.
* Be required to support in the production of MI and talk to at Executive Committee and Board levels.
* Lead a high-performing team across payments and client service functions, promoting a culture of excellence, accountability, and innovation.
* Partner with Technology, Compliance, Risk, Product, Commercial and Finance teams to align operations with broader business goals.
* Drive operational resilience, business continuity, and risk mitigation across all functional areas.
* Manage outsourced partners involved in the delivery of payment operations and client services functions.
* Oversee internal controls, own RCSAs for your area and drive on audit engagements.
* Lead investigations and root cause analyses on operational incidents and implement corrective actions.
Knowledge, Skills & Experience We Need
* Proven experience (10+ years) in a senior leadership role within payments or banking operations.
* Corporate, wholesale, clearing or investment banking background
* Deep understanding of UK and international payments ecosystems – FPS, Bacs, CHAPS, SEPA including SWIFT messaging.
* Must have implementation/transformation experience.
* Strong understanding of account types and financial products offered by UK-regulated banks, including their features, eligibility criteria, and regulatory requirement. Familiar therefore with the following: BaaS, virtual accounts, segregated accounts, indirect vs direct scheme participation and agency banking.
* Strong knowledge of relevant regulatory frameworks.
* Experience leading teams in a fast-paced, regulated environment.
* Exceptional stakeholder management and communication skills.
* Experience working withdigital banking platforms or fintech ecosystems.
* Track record of delivering transformation or change programmes.
* Strategic thinker with operational discipline and highly collaborative.
* Strong leadership and people development skills.
* Resilient and adaptable in a dynamic environment.
* Location: London (City) or Belfast - Office based 5 days per week (London) or 4 days per week (Belfast). Travel to other locations may be required on occasion.
About Momenta
Momenta is a global contingent resource solutions company, providing skilled professionals to the financial services, legal, technology and training and development sectors for over 30 years. If you have the skills and experience for this exciting role then apply today and don’t miss out on this exceptional opportunity to become one of our associates and join a company that provides our people with quality opportunities, development and ongoing support globally.
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