Payment Operations Team Leader

Motorway is the UK’s fastest-growing used car marketplace – our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal.

Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 400 people across our London and Brighton offices.

Motorway is now valued at over $1 billion and is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding.

This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

Responsibilities

• Responsible for the success of the payment processing team which is a key area of Payment Operations, ensuring payments are securely and accurately made in a timely manner. Your team will be responsible for;
• Carrying out calls with Dealers and Sellers to resolve payments and purchasing issues
• Completing work orders including approving, creating, tracking, and monitoring outbound payments to Sellers and Financial Institutions.
• Supporting the administration of our Payment Capability, enabling us to operate efficiently and securely.
• Dealing with queries from other areas of the business relating to payment operations and payments in general.
• Effectively managing absence and performance for your team, addressing concerns, offering support and seeking guidance where necessary
• Conduct regular 1-2-1s with all team members to discuss performance metrics, developmental needs, and provide feedback and coaching where required
• Act as an escalation point for team members when dealing with and resolving complex and sensitive customer service and payment enquiries
• Create solutions to continually improve the performance and output of your specified area/team
• Work collaboratively with key stakeholders as and when required to deliver on key tasks and projects
• Provide ongoing coaching support, assist with the daily allocation of work and ensure adherence to schedule for team members
• Responsible for the Quality Assurance of all correspondence from your team
• Ensure Anti Money Laundering and GDPR guidelines are upheld and we are compliant at every step of the process
• Producing documentation on the Payments Journey and Process.
• Liaise with and support queries from offshore Payment Operation teams.
• Produce, maintain and present metrics on team performance and payment service usage.

Requirements

• Experience operating under a regulated environment
• Understanding of e-commerce (ideally marketplace) payment solutions
• A friendly, positive personality with a willingness to work hard, manage people and be part of an enthusiastic team
• Comfortable dealing with People issues, coaching and supporting team members to ensure performance and behaviours are in line with Motorway core values
• A solid understanding of core KPIs and workforce management
• Demonstrable experience in a Team Leader or supervisory role
• An organised working style with strong attention to detail

Beneficial Experience

• Experience in the payment industry or a related field
• Experience of operating under payments compliance (AML, PSD2, PCI DSS)
• Prior experience of supporting the operations of Payments team and working with PSPs

Benefits

At Motorway, we believe in rewarding you with more than just a pay cheque. That's why we've created a benefits package to help you do your best work and support your development.

From benefits that help look after your health, to a personalised learning budget, cycle-to-work scheme and enhanced parental leave, we’ve got you covered:

• A competitive salary
• BUPA health insurance
• Discounted dental through BUPA
• Discounted gym membership through BUPA
• On-Hand volunteering membership + volunteering day
• Pension scheme
• Motorway car leasing scheme - lease a zero-emissions electric vehicle at a significant discount
• Enhanced maternity/paternity leave
• Regular social events
• Cycle to work scheme

Equal Opportunities Statement:

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.