ClubWise - Payment Operations Manager (Remote, UK)

ClubWise is a market leader in the UK and Australia and is used by over 1000 customers. We integrate Club Management Software, Direct Debit Collection Services, Marketing, Referral Management and Retention Services, in a single, cloud-based solution, delivering tangible benefits to the Fitness and Leisure Industry. We’re a diverse, international team, on a mission to develop simple but sophisticated solutions that enable our customers to succeed. Working collaboratively, we strive to provide the a best-in-class customer experience that leaves a lasting impression. ClubWise is a subsidiary of EverCommerce, a leading US-based service commerce platform which offers a suite of integrated SaaS solutions to over 500,000 customers globally. EverCommerce drives digital transformation across multiple industries in the service economy helping businesses accelerate growth, streamline operations, and increase retention. Purpose of the Role The Payment Operations Manager is accountable for ensuring a timely and accurate monthly Direct Debit, Invoicing and Distribution process for all ClubWise customers. Your role will focus on managing all payment-related activities including the investigation and resolution of queries. You will have a strong administrative background and project management skills to ensure efficient processing and documentation of payments. You will take a hands on approach in the fulfillment of all payments-related activities in the form of Direct Debit (DD) and SEPA DD collections, both regulated and unregulated by the FCA, managing the operational payment process to ensure accurate and timely processing of DD collections, in compliance with BACS guidelines. You will also be responsible for managing and motivating the Payment Services team. You will manage the reconciliations of all payments collected on behalf of customers and assist with disbursement of payments. You will ensure organisational compliance in all payment related activities and promote continuous learning and development of staff, ensuring your team remain current in respect of Payment Service regulations and guidelines. You will continually review processes and procedures in order to optimise the DD collection rate and develop strategic improvements to benefit the customer and ClubWise. You will be responsible for handling escalations related to both internal and external Payment incidents. Summary of the Role

• Manage the Payment Services team to ensure that all daily and monthly payment related activities for ClubWise are being completed using our in-house transactional application
• To provide staff with the monthly payment activity schedule and up-to-date process control documents
• Organise staff to ensure ADDACS, AUDDIS and ARUDDS are processed on time
• Ensure processing, reconciliation and (where possible) contesting of any indemnity claims that come through
• Ensure all pre-payment and exception checks are performed prior to each payment run
• Assist by providing expert knowledge, support and special testing services to the Development & Release Team for specific payment related areas
• Keep all relevant staff up-to-date with latest industry and compliance requirements
• Perform SEPA DD related activities and investigate specific requirements for each bank
• Regularly perform qualitative and quantitative auditing of the system pre and post-payment to ensure data integrity, in particular, before and after a payment related release
• Assist with data migration and Bulk-DD transfers when required
• Ensure the Payment team accurately reconcile collections for all client accounts
• Provide support to everyone in the organisation for payment related queries
• Manage response and ensure completion of any internal and/or external Payment related support requests.
• Assist with the testing and development of the ClubWise product
• Assist with the completion of BACS reaccreditation processes

Required skills and experience

• Will be required to undertake an Approved Person check by the FCA
• A minimum of 3 years’ experience in a similar Payment role
• BACS and SEPA trained with previous BACS Bureau and FMP experience
• Excellent communication skills with the ability to adapt to audience and situation
• Excellent organisational skills with a keen eye for detail and exception checking
• Methodical and structured approach to work through a process exhaustively
• IT literate with advanced Excel skills and an ability to diagnose technical issues
• Ability to communicate effectively with all levels of management

Desirable Skills and Experience for the Role

• 2+ years’ experience as a Payment Operations Manager or similar
• Experience of managing Direct Debit migrations and BACs Bulk Deed processes
• Adaptable and able to respond to issues in a timely, organised, efficient and calm manner
• Knowledge of Membership or Subscription payment lifecycle
• Excellent customer service and conflict resolution skills
• Logical thinker with strong problem solving skills
• Previous experience working within the FCA Framework
• Previously approved by the FCA within a PSP
• Experience in managing hybrid or remote workers, providing feedback and learning opportunities for your team through effective use of Objectives and Key Results (OKRs), personal development plans and regular coaching
• A degree or higher in Business/Management or Administration/Finance
• An interest and knowledge of the Health and Fitness Industry

Further details

• This is a full-time position of 40 hours per week (Monday – Friday)
• This post holder reports to the Director of Operations of the ClubWise UK division and manages a team of 3-5 staff
• The post holder will be required to work closely with the Finance Manager in respect of customer collections and disbursements
• There is an expectation of some office work to properly fulfill the role
• The salary for this role is between £48,000- £54,000 per year, depending on experience.

Benefits

• 25 day holiday + bank holidays
• Life Insurance
• Perkbox
• 1 Paid Volunteer Day
• 26 weeks full paid parental leave in addition to statutory
• Pension contribution of 4% Employer and 4% Employee.

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!