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About the Role
This new role involves managing and improving payments during the transition to Stripe. The position combines operational payments knowledge with data-driven insights to enhance performance, strengthen controls, and improve customer outcomes. The role will oversee daily payment performance, analyze transaction data for actionable insights, and cover aspects like payment acceptance, declines, fraud controls, cost, compliance, and service resilience for both customer collections and outbound payments. Collaboration will occur across internal departments (Finance, Technology, Product, Fraud) and with external partners to build a robust, efficient, and customer-centric payments capability.
Responsibilities
- Maintain payment controls and issue logs, monitoring performance against agreed thresholds and escalating deterioration promptly.
- Review transaction monitoring rules and collaborate with fraud teams using payment data to assess effectiveness, false positives, and customer impact.
- Investigate operational issues with internal teams and payment partners, coordinating resolutions and capturing actions to prevent recurrence.
- Support payment platform changes, including requirements gathering, user acceptance testing, data validation, reconciliation testing, and implementation readiness.
- Support compliance with internal procedures, regulatory requirements, card scheme rules, PCI DSS, and Bacs requirements.
- Act as a trusted payments specialist, providing practical guidance and supporting critical incidents, regulatory changes, and business priorities.
Requirements
- Demonstrable experience in maintaining payment controls and issue logs, monitoring performance against agreed thresholds, and escalating deterioration quickly.
- Demonstrable experience reviewing transaction monitoring rules and working with fraud teams using payment data to assess effectiveness, false positives, and customer impact.
- Demonstrable experience investigating operational issues with internal teams and payment partners, coordinating resolution and capturing actions which prevent recurrence.
- Demonstrable experience supporting payment platform change, including requirements, user acceptance testing, data validation, reconciliation testing and implementation readiness.
- Demonstrable experience supporting compliance with internal procedures, regulatory requirements, card scheme rules, PCI DSS and Bacs requirements.
- Demonstrable experience acting as a trusted payments specialist, offering practical guidance and supporting critical incidents, regulatory change and business priorities.
- Broad experience in customer or merchant payments, with a sound understanding of how transactions move from initiation through authorisation, processing, settlement and reconciliation.
- Experience improving payment performance in a high-volume environment (e.g., insurance, retail, utilities, gambling, e-commerce, travel, telecoms, or financial services).
- Knowledge of card payments and other payment types (e.g., Direct Debit, recurring card payments, bank payments, digital wallets, customer payouts).
- Strong analytical skills with experience turning payment data into clear findings, recommendations, and measurable improvements.
- Understanding of payment risk, fraud prevention, transaction monitoring, and operational controls.
- Experience working with payment service providers, gateways, acquirers, technology teams, or external partners.
- Clear communication skills and confidence working across operational, technical, and commercial teams.
Skills
- Stripe (Dashboard, Radar, Sigma)
- Payment optimisation techniques (routing, authentication, network tokenisation, digital wallets)
- Configuring or assessing fraud and transaction monitoring rules
- Payment APIs, integrations, and platform change delivery
- PCI DSS
- Card scheme standards
- BACS requirements
- Power BI or another data visualisation tool
- SQL
- Python
Location
- Bexhill
- London
Work Type
- Hybrid working
Experience Level
- Demonstrable experience
Benefits
- Flexible working
- Competitive bonus scheme
- Life assurance cover (4x salary)
- Income protection
- Matched pension contributions up to 10%
- Discounts
- Cashback
- Free independent mortgage advice
- Free access to financial wellbeing support
- Thrive mental health app
- Colleague assistance programme (24/7)
- In-house mental health first aiders
- Support groups
- 25 days annual leave + bank holidays
- Option to buy or sell one week of annual leave
- Health care cash back plans
- Dental plans
- Discounted health assessments
- Cycle to work scheme
- Tech scheme
- Discounted and free onsite facilities
- Social events
About the Company
- Hastings is a digital insurance provider with a strategy to become the best and biggest player in the UK market.
- The company has made significant investments in technology, pricing, data, and analytics capabilities.
- The Finance team is building a market-leading finance technology platform and investing in its team and leadership development, focusing on commercially adding value to the business.
- The company operates on 4Cs principles: colleagues, customers, company, and community.
- Colleagues are supported with training and development to drive growth.
- The company aims to create the right culture for colleagues, provide the right tools, deliver good outcomes for customers, grow the company profitably and sustainably, and invest in the communities served.
Equal Opportunity
- As a Disability Confident employer, Hastings is committed to ensuring recruitment processes are fully inclusive, providing fair access to support and adjustments throughout the recruitment journey.
- Applications are welcomed through the Disability Confident Scheme (DCS).
- Hastings Group is an equal opportunities employer, treating people fairly regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status.
- Hastings Direct is committed to creating an inclusive environment where everyone has the opportunity to succeed.
- Reasonable adjustments during the recruitment process are encouraged, with the recruitment team providing support for a fair and accessible experience.