Payment Operations Manager - Greater London - EML

Description

Payment Operations Manager

Reports to: Director of Strategic Partnerships

Location: Hybrid – London

Job Type: Full Time

About EML

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

As an issuer and processor, we provide our clients and partners with innovative alternatives to traditional banking solutions for reloadable and non-reloadable programmes. We are agile, we are innovative. We take a partnership approach; we tailor solutions and place a strong focus on operational excellence. Our place is one of collaboration, teamwork & innovation. But, above all, it's one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

The team you'll be joining

Our Payment Operations team plays a key role in EML's transformation journey—modernising processes, driving automation, and creating a best-in-class operation. The team manages critical relationships globally with payment networks, card schemes, acquirers and associated service providers, overseeing, monitoring, issue resolution, and escalation management. We work closely with teams across the business to deliver operational excellence and drive cost efficiency. Our collaborative approach ensures we are ready to meet evolving customer needs.

The Role

While some members of the team are solely focused on our interactions with the card schemes, this role is responsible for all non-card payment network and supplier relationships. We need a dynamic Payment Operations Manager who is able to lead and drive cross functional delivery while also rolling up their sleeves and getting into the detail when needed. As the go-to person for our Payment Operations, you will be the trusted expert and problem solver.

You will drive transformation initiatives, champion operational excellence, and ensure robust governance and resilience in all payment activities.

Core Responsibilities

• Own and manage key payment relationships with schemes and partners (Faster Payments, BACS, SEPA, NPP, acquirers etc), including onboarding, escalation, and performance oversight.
• Represent EML at payment scheme committees, forums, and working groups, ensuring outputs are communicated to relevant stakeholders.
• Act as owner for all inbound and outbound payments, working individual payment cases and ensuring operational resilience and compliance with regulatory requirements.
• Lead management of payment-related incidents, including coordination with NOC and acting as escalation point for critical issues.
• Oversee assurance documentation and audits, working closely with internal and external auditors to maintain compliance.
• Define, document, and implement operational payment processes aligned with scheme rules and regulatory standards.
• Provide subject matter expertise to internal teams on payment operations, scheme requirements, and vendor capabilities.
• Drive delivery of new payment options and partner onboarding, collaborating with Product, Technology, Compliance and Support teams.
• Monitor and optimise payment systems performance, ensuring smooth operational processing and timely resolution of queries.
• Lead and contribute to payment-related projects, including PSR-driven initiatives (e.g., CoP, NPA Programme, APP Fraud).
• Develop and report key operational metrics and KPIs for leadership visibility and continuous improvement.
• Engage with internal stakeholders to ensure payment services activities and dependencies are fully understood across the business.
• Support card scheme payment projects and operational issues as needed.

What You Will Be Offered

We appreciate that everyone's different and has their own preferences of where and how to work. We genuinely believe in the power of regular face‑to‑face interactions in building close connections with our teams, but we also strongly believe people can work effectively remotely. This means that combining both is the key to success.

• 25 days annual leave plus 2 days for volunteering, plus your birthday off - Plus an additional Take5 days if you use all of your 25 days
• Global business landscape that connects you with colleagues working throughout Australia, UK, North America and Europe with both short‑term and long‑term secondment options.
• Hybrid working – Be empowered to work smarter, in a way that suits your lifestyle.
• Company Enhanced Family Leave Options
• 12 weeks paid New Parent Leave
• Paid Professional Memberships
• Pension Scheme
• Short term bonus scheme
• Company Private Medical Insurance Scheme
• Long term illness cover – 75% of your basic Annual Salary
• Life Assurance (Death in Service) Cover – 4x your basic Annual Salary
• Employee Assistance Programme – accessible 24/7
• BenefitsHub – get discount vouchers for your favourite retailers

(*some benefits are subject to qualifying criteria)

Company Culture And Values

Our place is one of collaboration, teamwork & innovation. But, above all, it's one that embraces difference. And rather than have you blend in, we want to help you unleash your full potential.

Company Structure

EML is an ASX listed company head quartered in Brisbane, Australia, with approximately 480 employees throughout Australia, Europe, the UK, and America.

EEO Statement

Integrated into our Core Values is EML's commitment to diversity and inclusion. EML is committed to being a globally inclusive company where all people are treated fairly, recognised for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences. This concept encompasses but is not limited to human differences with regard to race, ethnicity, religion, gender, culture, and physical ability. Every individual at EML has an ongoing responsibility to respect and support a globally diverse environment.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Management and Manufacturing