Job Description

Job Title(s):Support Assistant, Industry Services – Design & Delivery

Division:Design & Delivery

Reporting To:Manager, Industry Services

Salary Band:E

Payments UK

The Design and Delivery team within Payments UK is responsible for clearly articulating and delivering the desired future state for payments in the UK on behalf of its members. It undertakes strategic design work for its members (as expressed in publications such as the World Class Payments report). It also undertakes the design of specific projects and programmes to address its member needs and manages industry services where there is a requirement to provide ongoing operational support and supplier management post project delivery.

The Design and Delivery team undertakes the following activities:

  • The operation of various collaborative industry services such as the Code of Conduct for Indirect Access Providers, and SEPA IBAN Only.
  • Engagement with members and stakeholders to confirm and clearly document the current payments landscape and agreeing / documenting the future design.
  • Production of a rolling plan that lays out the route and key milestones of the journey from the current design to the future design.
  • Working with the wider payments community to inform, coordinate and act as a centre of excellence for the changing landscape within the payments eco-system.
  • Engagement with members to identify and agree the necessary projects and programmes required to implement the industry changes necessary to reach the future design.

Purpose of Job

The purpose of this role is to:

  • Support the Industry Services Manager in the operation of the Industry Services activities. This will include tasks such as:
  • Undertaking onboarding activities and query management for several operational services.
  • Maintaining participant facing and internal procedural documentation.
  • Liaising with suppliers including SWIFT and Bacsto ensure end users are given a timely, reliable and professional service.
  • Helping to organise regular participant group meetings for various servicesand preparing documentation to update them on performance and the operation of the service.
  • Drafting changes to content of relevant areas of the Payments UK and Access to Payments websites.
  • Collating and monitoring data and producing MI summary reports on performance and system usage.
  • Providing assistance with preparatory activities to update the Payment Systems Regulator in relation to the Code of Conduct for Indirect Access Providers.
  • Maintain various logs to track activity and actions and monitor and diarise for timely resolution.
  • Assist the Director of Design and Delivery with administrative and executive support tasks on projects and programmes delivered for the Payments community. This will require excellent stakeholder skills, attention to detail, knowledge of payments and working in a regulated environment.
  • Attend meetings, produceminutes and actions, following up on those actions and escalate as appropriate to ensuringtime resolution and closure.
  • Liaise with legal, communications, finance and other shared services regarding updates required to documentation, websites and invoicing.

Main Activities and Responsibilities

Location and working hours :

  • London based but required to travel on occasion within the UK
  • Normal hours of work are 9am to 5pm, 5 days a week, excluding UK bank holidays.
  • Due to the operational nature of the role, there is a requirement to provide office cover from 9am each day. This will require coordination with the Industry Services Manager and other members of the Design and Delivery team.

Main areas of liason and contact:

  • Member of the Design & Delivery Team, reporting to the Industry Services Manager.
  • Internal Contacts – Design & Delivery team peers, UKPA shared services, Industry Dynamics and Policy and Research.
  • External Contacts – Payments UK members,SEPAIO Participants, Code of Conduct stakeholders, Payment Schemes and Regulators, service suppliers such as SWIFT and Bacs, Payments institutions and 3rd party providers.

Main activity areas :

  • Provide effective stakeholder communications and reporting, as required in the departments guidelines, using standard materials where appropriate. As our industry is highly regulated, mandates, governance and collaborative programmes of work are the norm.
  • Undertake and provide support for regular meetings,workshops, industry meetings and the like. This will involve action tracking, strong proactive communications and meeting with industry stakeholders.
  • Provide operational front line support to participant banks / users of the Industry Services activities via telephone, email and meetings
  • Work with Industry Service suppliers such as SWIFT and Bacs to ensure participants receive an excellent level of support and that at all times they are communicated with and updated on progress.
  • Ensure all queries, questions and activities are accurately logged and followed-up within the agreed timescales.
  • Provide management reporting and escalation, where necessary, to evidence the achievement of KPI / best practise standards.
  • Proactively communicate with participants and as directed by the Industry Services Manager to ensure users receive excellent levels of support.
  • The Industry Services team hold various telephone, WebEx and face to face meetings. These will need tobe organised, minuted and action logs produced and progressed.
  • As the Industry Services are operated on a subscription basis there is a requirement to ensure subscriptions are up to date and that various activities are undertaken when users join or terminate a subscription.
  • Where requested by the Industry Services Manager undertake specific pieces of work, such as update the Code of Conduct, in line with activities being undertaken by the team.

Job Specific Competencies:
(REFER TO COMPETENCY BOOKLET FOR DESCRIPTIONS OF COMPETENCIES BELOW)
Organisation skills – Level A
Administration – Level A
Payments knowledge – Level B (useful, but not essential for the right person)
Problem Solving & influencing skills – Level B
Verbal Communication – Level B
Email Communication skills – Level B
Written Communication skills – Level B
Attention to detail – Level – B
Interpersonal skills – Level B
Ability to work effectively in a challenging environment, and is a self-starter.
Basic business analysis skills: good quality report writing and research methodology.
Core Competencies: / Level
Teamwork / B
PERSISTENCE / B
Professionalism / B
Motivation / B
Interpersonal and Communication / B
Solution-Focussed / B
Prioritisation and Time Management / B
Creativity and Flexibility / C

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