Payment Exceptions Supervisor

About Planet
Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.
We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.
Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.
Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.

Role Overview

The Payment Exceptions Supervisor is responsible for overseeing all processes related to payment exceptions, including scheme and gateway rejects and transaction adjustments. This supervisory role provides day-to-day leadership, guidance, and support to the Payment Exceptions team, while also delivering insights and recommendations to management to support operational excellence and risk mitigation.

What You Will Do

• Lead and manage the Payment Exceptions team (8 team members), ensuring effective workload management and consistent delivery against service levels
• Provide coaching and mentoring through regular 1:1s and team meetings
• Oversee the daily management of payment exceptions, ensuring reprocessing of transactions rejected by Card Schemes and Acquirers is completed within agreed timelines
• Ensure transaction adjustments are processed accurately and within defined service levels
• Monitor salesforce and jira queues, volumes, and ageing items, proactively reallocating work to manage peaks and risks
• Collaborate with internal and external stakeholders to identify and investigate issues
• Produce and distribute operational and management reporting for internal stakeholders and clients, as required
• Take ownership of complex or escalated issues, ensuring thorough investigation and resolution in line with agreed service levels
• Ensure high standards are maintained across the end-to-end exceptions process, with a strong focus on quality and control
• Carry out any additional duties appropriate to the role, as required

Who You Are

• Fluent in English, with strong written and verbal communication skills
• Computer-literate, with strong working knowledge of Excel
• Collaborative team player who leads by example
• Strong numerical and analytical skills, with high attention to detail
• Highly organised, with the ability to prioritise workloads and meet deadlines
• Confident in engaging with and supporting key stakeholders and cross-functional teams
• Flexible and adaptable, comfortable working in a fast-paced, growing global organisation
• Quality-focused, with a strong sense of ownership and accountability
• Proven time-management skills and the ability to deliver under pressure
• Demonstrates initiative and a practical, common-sense approach to problem-solving and comfortable making decisions within defined controls
• Previous experience in the payments industry is essential

Why Planet:

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now

At Planet, we embrace a hybrid work model, with three days a week in the office.
 

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.