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.