Head of Payments & FX Product & Customer Experience London Hybrid Remote

Hybrid Working Pattern - 3 days in Office & 2 WFH

About us

Cynergy Bank is the UK's human digital bank serving the needs of 'scale up' or medium sized and fast-growing SMEs; professionals; high net worth and mass affluent individuals, in essence those market segments that still value human service enabled by great technology.

We recognise that professional and personal lives often overlap and our mission is to help empower our customers to achieve their ambitions by serving all their interdependent banking needs. We provide a comprehensive range of digitally enabled products and services to meet the property finance, business and commercial banking, private banking and personal savings needs of our customers.

Our human and digital model transforms banking for customers who still value a face-to-face relationship that is enabled by the latest digital technology.

We partner with firms such as Google Cloud, Cigniti and Slalom as we continue to innovate in the human digital space.

Cynergy Bank Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Eligible deposits with Cynergy Bank Limited are protected by the UK Financial Services Compensation Scheme .

For more information on Cynergy Bank visit

Company Benefits

• Competitive Salary and Company Bonus
• 210 hours (30 days) holiday plus bank holidays
• Option to purchase an additional 10 days holiday
• Pension contribution and Life Assurance
• Income Protection Scheme and Season Ticket Loan
• Private Medical Insurance and Health Check (After Probation)
• Electric Car Scheme and Money Coach (After Probation)

The role

Seeking a dynamic individual as The Head of Payments & FX who will define, develop and deliver our payments and FX strategy for the bank. Setting stretching financial goals to improve the commercial performance of the bank's transactional banking capability. You will be responsible for the management of the payments and FX product range over the full product lifecycle from ideation through development to live, and will represent the voice of the customer at all touchpoints in the customer journey ensuring our customers receive good outcomes.

The role is key to create innovative, customer focussed products and services that support Cynergy Bank ambitions to provide best in class services to its customers.

This role will collaborate closely with our Operational Service, Treasury, Finance and IT teams.

Responsibilities:

• Oversee all payment products, domestic and international as well as the Bank's FX services.
• Product P&L responsibility for payments and FX, including accurate forecasting and delivery of all financial metrics.
• Develop and execute strategies to optimise payment processing and FX services, improve customer satisfaction and maintain compliance with Regulatory requirements.
• Define KPIs, analyse the impact of service features and provide insightful recommendations for continuous improvement.
• Ability to use insight to create innovative product and proposition solutions that meet the needs of our target customers.
• Manage relationships with external partners including banks, payment processors and any future 3rd party providers.
• Strategic business planning.
• Stakeholder collaboration.
• Customer satisfaction.
• Reduction of complaints and effective management of these.
• Regulatory compliance.
• Develop a highly collaborative team with good succession planning and high employee engagement

Essential Knowledge & Experience

Technical skills

• Strong understanding of P&L, and commercial drivers
• Previous experience of product / proposition development
• Understanding and application of regulatory requirements and frameworks
• Payments experience in UK Banking/financial services
• Strategic planning
• Stakeholder influencing and collaboration

Relevant and/or preferred qualifications

• University Degree

Soft skills

• Customer first mindset
• Act as a leader of change and promote agility across the business
• Demonstrate resilience in a fast-changing environment
• Ability to effectively coach and mentor colleagues providing future succession for the Bank
• Motivate, inspire and create an effective team to achieve set common and individual goals
• Demonstrate alignment and actively promote the Bank's value

Risk and/or governance responsibilities

• Operational planning and performance
• Responsible for product compliance with all relevant legislation, regulation and industry best practice
• Apply risk assessment and management principles to assess compliance and operational risks associated with the role and inherent in the business, to pre-empt any issues and minimise or remove risks

Outline of Leadership responsibilities (if applicable)

• Lead, coach & develop your team. Leading by example; ensuring strong team dynamics, true ownership & accountability and actively coaching individual team members on their performance and personal growth

• Demonstrate strong market understanding and gain presence and credibility with future (and current) third party providers

• Take accountability of individual commercial performance for payments and FX.