Profile

Who we are:

Triodos Bank is an award-winning organisation and one of Europe’s leading sustainable banks, whose mission is to make money work for positive social, environmental, and cultural change. We offer a wide range of banking services for people who want to use their money consciously – from current accounts through to investments and savings. We only finance companies, organisations and projects that benefit people and the environment.

Our mission is -

• To help create a society that promotes people’s quality of life and that has human dignity at its core.
• To enable individuals, institutions, and businesses to use money more consciously in ways that benefit people and the environment and promote sustainable development.
• To offer our customers sustainable financial products and high-quality service

We’re a certified B Corporation, meaning that we are part of a community of businesses driving the shift to a new kind of economy, that is better for workers, better for communities and better for the environment.

The Opportunity:

We are excited to be recruiting for a Payment and Card Support Team Lead to join our Operations Department at our Bristol Head Office.

The overall purpose of the role is to lead a team of Card & Payment Operations Co-workers by managing card services workflow and processes, performance, processes, and culture. As Payment and Card support team leader you will also have responsibility for card services administrative support including chargebacks, reconciliation, card fraud management, data analysis and reporting.

This role offers the benefits of hybrid working, typically this will require you to work 2-3 days in our Bristol office per week, with a choice of working from home on the other days. Some occasional travel to our Group Head Office in the Netherlands may be required.

Key responsibilities include:

Team Management

• Oversee day to day running of card operations function, monitoring the quality of work produced and provide regular reports and KPI information to senior management as required.
• Ensure the team remains compliant with all aspects of TBUK’s risk management framework, including regular key control testing to ensure effectiveness of risk controls.
• Identify training needs and ensure appropriate training is delivered and co-workers are able to deliver excellent customer service.
• Lead the team in creating efficient processes to deliver successful banking operations using the Bank’s preferred method for process improvement.
• Be the first line of referral in the Customer Operations team you are leading for customer requests.
• Comply with all regulatory obligations and internal governance to help ensure ethical behaviour which delivers fair outcomes for TBUK customers.
• Provide ownership of internal control of payment processes to minimise risk to the bank in line with PSD regulations

Third Party Processor (TPP) Management

• Monitor TPP performance against targets and address any failure to achieve the required standards.
• Review TPP information broadcasts relating to planned changes and update internal stakeholders as required.
• Monitor TPP incident notifications and escalate as appropriate.
• Act as an internal SME for card related incidents and provide support and advice to internal stakeholders for card related queries.

Scheme Management and Compliance

• Update vendor management reports and ensure activities are carried out in line with the vendor management policy and guidelines.
• Review Card Scheme and industry statistics to ensure performance is in line with expectations.
• Manage the Data Integrity Program to ensure compliance with the rules and mitigation of assessments for non-compliance.
• Submit reports to the Card Schemes as required (QMR, Data Compromise, Card Forecasts).
• Prepare reports for Senior Management including fraud basis points and performance against industry benchmarks.

Knowledge sharing

• Regularly update the Card Operations handbook and reference library.
• Work with the Customer Engagement Manager and Team Leaders to ensure all relevant Co-workers are competent to deal with queries relating to card products.

What we are looking for:

To be successful in this role you will have an excellent working knowledge of card related processes with significant experience in the industry. You will possess a strong understanding of card scheme operations and have a good understanding of business operations with a clear customer focus. You will be able to demonstrate excellent communication planning, prioritisation and personal time management skills and have experience of the following:

• Delivering a customer-centric approach, with a strong interest in social, cultural, and environmental issues and a clear demonstration of commitment to Triodos values.
• Significant experience within a card operations function in the Financial Services sector.
• An ability to lead and motivate a team to deliver high quality work against deadlines
• A proven focus on continuous improvement and change to facilitate growth and create capacity.
• Experience in creating processes and identifying workflow efficiencies within card operations.
• Strong administrative skills and the ability to communicate clearly and with confidence.
• Administration and data analytic tasks such as reviewing and completing reports.
• Experience of issue and incident management within a support function.

Offer

In return for your hard work and expertise, you will receive a full equivalent competitive salary of between £43,200 - £51,000 depending on experience, plus access to our extensive benefits package, where most of our benefits are non-contributory.

Our benefits include:

• Non-contributory pension scheme from your first day of 8% in year 1 and 10% from year 2 onwards
• Life Assurance (worth 4 times basic pay)
• Income Protection - 75% of basic pay after 13 weeks sick and following six months service
• Private Medical Insurance with optional enhanced or HCP family coverage
• A Health Cash Plan
• Vitality Leave – After each 5 years of service, you will be able to take a sabbatical of up to 3 months. This benefit is then available after every 7 years of service thereafter.
• 27 days (Full Time Equivalent) annual leave plus bank holidays per annum increasing to 30 days after 2 years’ service
• A buy and sell holiday scheme of up to 5 days (Full Time Equivalent) up to maximum of 35 days total annual leave
• 5 days fully paid carers leave
• A wellbeing allowance of £200 a year
• 1 Wellbeing Day
• Free yoga classes
• Co-worker retail discounts
• Cycle to work scheme
• Refer a Friend scheme
• Colleague recognition voucher scheme

We are committed to diversity and inclusion and would therefore welcome applications for candidates from underrepresented and neurodiverse backgrounds. We value that receiving applications from candidates with diverse backgrounds is key in supporting our inclusive organisation to grow. We don’t want to miss out on candidates who feel they don’t exactly match the job description requirements, so if this is a role that sounds interesting to you, and you feel you could add value to the role please do apply. You could be exactly what we need!

Triodos reserve the right to close the vacancy once sufficient applications are received, so please do apply asap if this opportunity is of interest to you.

Closing Date: 26/112024