Payment Operations Team Lead

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of over 400 across 4 locations.

We are now valued at over £1 billion and is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding. This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

About the team

Hi, I’m Jon Gould, Head of Payment Operations. I lead the Payment Operations team here at Motorway. We’re a dedicated team that ensures the secure and accurate processing of payments, a critical part of the car buying and selling journey on our platform. We work closely with other teams to ensure a smooth and efficient experience for our customers. If you’re passionate about payment solutions and thrive in a fast-paced environment, this could be the perfect opportunity for you.

About the role

I’m looking for a highly motivated and experienced Team Leader to join our Payment Operations team. In this role, you’ll be responsible for overseeing a team that handles a wide range of payment-related tasks. You’ll play a crucial role in ensuring the timely and accurate processing of payments, while also providing excellent customer service to our dealers and sellers. In this role, you will:

• Lead and manage a team of Payment Operations specialists.

• Oversee the daily operations of the payment processing team, ensuring payments are processed accurately and efficiently.

• Handle escalations and resolve complex payment inquiries from customers and internal stakeholders.

• Monitor team performance, provide coaching and support, and conduct regular 1-2-1s with team members.

• Ensure adherence to anti-money laundering (AML) and GDPR guidelines.

• Collaborate with other departments to improve payment processes and customer experience.

• Produce and analyse metrics to track team performance and identify areas for improvement.

About you

• You have proven experience in a Team Leader or supervisory role, ideally within a regulated environment.

• You possess a strong understanding of e-commerce payment solutions, ideally within a marketplace setting.

• You have a solid understanding of core KPIs and workforce management principles.

• You are comfortable dealing with people-related issues, including coaching, performance management, and conflict resolution.

• You have excellent communication and interpersonal skills, with the ability to build rapport with team members and customers.

• You are highly organised, detail-oriented, and able to work independently and as part of a team.

You could be a great fit if

• You are a natural leader with a passion for developing and motivating others.

• You thrive in a fast-paced environment and enjoy problem-solving.

• You have a strong work ethic and are committed to delivering exceptional results.

• You are adaptable and embrace change, with a willingness to learn and grow.

Our interview process

• Initial Screen with Talent Team – 30 minutes

• Skills Assessment – 60 minutes

• Hiring Manager Interview – 45 minutes

You can expect to hear back from us within 2-3 business days of each interview stage. You’ll have the opportunity to speak with a talent partner throughout the interview process should you have any questions or need any type of accommodations.