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About the Role

As a Customer Payments Operations Lead in the LCHS Customer Payments Operations team, you will lead the delivery of customer billing and payments, debt management, and reconciliation activities. You will ensure processes are accurate, compliant, and efficient, supporting the London Cycle Hire contract. The role involves using data-driven insights for better decision-making and leading a high-performing team to achieve excellent outcomes for customers and stakeholders. By managing financial processes, billing accuracy, and continuous improvement, you will contribute to impactful solutions, build stakeholder trust, and positively impact communities.

Responsibilities

Lead, coach, and develop the Payment Operations team, fostering a culture of accountability, growth, and high performance.
Ensure timely delivery of payments reporting, reconciliations, and external reporting requirements to the client.
Analyze large volumes of data to identify trends, provide actionable insights, and support decision-making.
Support the provision of customer-led payment requests.
Build strong relationships with internal teams and external stakeholders, including Transport for London (TfL), Akkodis, and Lyft.
Drive continuous improvement initiatives across billing, reporting, and debt management processes.
Own and manage reporting against key performance indicators (KPIs) and ensure compliance with business rules, policies, and financial controls.

Requirements

Possess sound accounting knowledge, being a newly, recently, or part-qualified accountant with strong billing and financial management experience.
Experience operating in a high-volume transactions environment at pace.
Experience working with large Enterprise Resource Planning (ERP) systems and complex financial processes.
Advanced Microsoft Excel skills with the ability to analyze large datasets and present findings clearly.
Proven experience leading and developing teams while managing performance effectively.
A strong background in payment systems, developed through experience with a payment scheme, systems integrator, acquiring organization, or specialist payments provider.
Demonstrate strong knowledge of payment technologies used across today’s market, including contact and contactless EMV, and their application within mobile wallets and other alternative payment solutions.
Practical experience working with acquirers, payment systems integrators, and technology vendors across multi-channel environments, including e-commerce, retail, and mobile payment acceptance.
Understand end-to-end payment back-office architecture and transaction processing, including authorization, clearing, reconciliation, and settlement.
Strong communication, stakeholder management, and problem-solving skills, with a focus on delivering results.
This role requires a Basic DBS check.
Will complete an Occupational Health Questionnaire.

Skills

Accounting knowledge
Billing
Financial management
High-volume transaction processing
ERP systems
Complex financial processes
Advanced Microsoft Excel
Data analysis
Team leadership
Team development
Performance management
Payment systems
Payment technologies (EMV, mobile wallets)
Acquirer relations
Payment system integration
Technology vendor management
Multi-channel payment acceptance
Payment back-office architecture
Transaction processing
Authorization
Clearing
Reconciliation
Settlement
Communication skills
Stakeholder management
Problem-solving skills

Location

London Cycle Hire Scheme, 15 Penton St, London N1 9PU

Work Type

Full time
Hybrid working available

Experience Level

Newly, recently or part-qualified accountant
Experience in operating in a high-volume transactions environment at pace
Experience working with large Enterprise Resource Planning (ERP) systems and complex financial processes
Proven experience leading and developing teams
Strong background in payment systems

Education Level

Newly, recently or part-qualified accountant

Salary/Compensations

£40,000 per annum

Benefits

Excellent benefits
25 days’ holiday plus bank holidays
Option to buy up to five additional leave days each year
Up to 6% contributory pension scheme
Over 1,100 internal courses available
Funding for qualifications and apprenticeships
Mentoring opportunities
Focus on internal progression
Employee Assistance Programme
Bupa Anytime HealthLine
Wellbeing app
30% off at Serco-managed leisure centres
24/7 access to a virtual GP service
Discounts across around 1,000 retailers
Paid volunteering day
Tax-free charitable giving through Payroll Giving Scheme
Donate your pennies from your monthly pay to the Serco People Fund Charity
Employee networks support connection by providing spaces for collaboration, learning, and belonging.

About the Company

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

Equal Opportunity

We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.
Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).