B2 Payment Resolutions Team Manager - Social Security Scotland

Social Security Scotland is looking for a motivated and experienced colleague to join our Payment Resolutions management team. If you have experience working with SPM payment systems and are seeking an opportunity to analyse, coordinate, resolve, and approve complex payment exceptions, this could be the role for you.

We are looking for someone who thrives in a fast-paced environment and is committed to delivering high-quality outcomes, while always looking for ways to improve the service we provide to our clients. If you are proactive, detail-focused, and want to make a real difference, our Payment Resolutions Team Manager role offers an excellent opportunity to develop your skills and contribute to an important public service.

Based within Finance and Corporate Services, the Payment Resolutions Team is a fast-paced, high-performing function that is scaling up in preparation for taking on greater responsibility and activity as part of the implementation of a new benefit payment system.  The team plays a critical role in ensuring that clients receive the correct payments, in the right amounts, and at the right time. This is achieved through the continuous monitoring and analysis of payment activity, alongside close collaboration with operational teams to identify and remediate payment exceptions.

As a Payment Resolutions Team Manager, you will lead a team of Payment Resolutions Officers, overseeing the identification, analysis, and resolution of complex payment exceptions to ensure clients receive accurate and timely payments. You will play an important role in maintaining strong financial control, carrying out key management checks, approving exception payments, and providing financial recommendations on ex-gratia and ex-regulatory cases. The role also involves reviewing performance data, analysing patterns and trends and producing Power BI reports to support decision-making and continuous improvement. You will work closely with internal teams and external partners, building strong working relationships to resolve issues and deliver a high-quality service.