Payments & Collections Manager

An exciting opportunity has arisen for a Collections and Payments Team Leader to join a highly respected financial services organisation based in Manchester. This role offers you the chance to play a pivotal part in managing the end-to-end customer payment journey, ensuring seamless cash flow and compliance with company policies. You will be at the heart of operations, overseeing both inbound and outbound payment flows, including refunds, cancellations, failed collections, chargebacks, and settlements with external partners. The organisation is committed to fostering a supportive and inclusive environment where your expertise in payments and collections will be valued and developed. With flexible working opportunities and a focus on professional growth, this position is perfect for someone who thrives in a collaborative setting and is passionate about delivering exceptional service.

As a Collections and Payments Team Leader, you will play an integral role in ensuring that every aspect of the customer payment experience is handled with care and precision. Your day-to-day responsibilities will involve managing complex payment flows—ranging from direct debits to chargebacks—and collaborating with both internal colleagues and external partners to resolve any issues that arise.

You will be responsible for preparing accurate settlement files, validating data before processing payments, and working hand-in-hand with reconciliation experts to maintain financial integrity. By monitoring key metrics such as collection rates and refund turnaround times, you will help shape strategies that enhance efficiency while supporting your team’s growth through knowledge sharing. Your ability to act as an escalation point for challenging cases will make you a trusted resource within the business.

• Oversee all aspects of the customer payment lifecycle including direct debits, card payments, refunds, chargebacks, failed collections, and ensure each process runs smoothly and efficiently.
• Manage collections processes by liaising with customer service teams to resolve payment failures promptly while maintaining positive relationships with customers.
• Ensure accurate and timely settlement payments are made to partners, brokers, and underwriters by preparing detailed payment files for approval and processing.
• Collaborate closely with Reconciliation Analysts to guarantee that all balances are matched before any settlements are finalised.
• Act as the primary escalation point for aged debt cases, payment disputes, or partner queries by providing clear guidance and effective solutions.
• Monitor key performance indicators such as collection success rates, refund turnaround times, and settlement timeliness to drive continuous improvement across the team.
• Maintain up-to-date knowledge of relevant regulations and company policies to ensure all payment activities remain compliant at all times.
• Support the development of best practices within the team by sharing insights gained from analysing trends in payment discrepancies or operational challenges.

To excel as a Collections and Payments Team Leader, your proven experience in financial services—particularly within cash management or collections—will be invaluable. Your familiarity with industry-standard payment systems allows you to navigate complex transactions confidently while maintaining compliance with regulatory requirements. You bring not only technical proficiency but also outstanding interpersonal skills that foster co-operation between teams and nurture positive relationships with partners. Your analytical mindset empowers you to investigate discrepancies thoroughly while your attention to detail ensures every transaction is processed accurately. As someone who thrives on supporting others’ development through knowledge sharing and open communication, you will contribute significantly to building a dependable team environment focused on achieving shared goals.

• Demonstrated background in cash management, accounts receivable/accounts payable (AR/AP), or collections within the financial services sector is essential for success in this role.
• Proven experience using various payment systems such as BACS, Faster Payments, card gateways, or direct debit platforms is highly desirable.
• A strong customer-focused approach combined with excellent partner management skills enables you to build trust-based relationships internally and externally.
• Analytical skills are crucial for investigating discrepancies in payments or settlements and implementing effective resolutions quickly.
• Exceptional attention to detail ensures accuracy when preparing or validating payment files prior to processing or settlement.
• Excellent communication abilities allow you to explain complex issues clearly when acting as an escalation point for disputes or queries.
• A collaborative mindset supports teamwork across departments while driving continuous improvement initiatives within the collections function.
• Familiarity with monitoring KPIs related to collections performance helps you identify areas for operational enhancement.

This organisation stands out for its unwavering commitment to creating an inclusive workplace where everyone feels supported in their professional journey. Employees benefit from flexible working arrangements designed to promote work-life balance alongside access to comprehensive training programmes that encourage ongoing personal growth. The company’s culture is rooted in collaboration—team members are encouraged to share ideas openly while working together towards common objectives. With a reputation for dependability within the financial services sector, this employer places great value on nurturing talent from diverse backgrounds while offering clear pathways for career progression. If you are seeking an environment where your contributions are recognised and your development is prioritised, this is the ideal place for you.

If you are ready to take the next step in your career as a Collections and Payments Team Leader within a supportive environment that values your expertise—apply now!

Apply today by clicking on the link provided; we look forward to connecting with you soon.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates