Role Overview

The Retail Payments Operations is responsible for the overall operational performance, stability, and integrity of retail payment systems across instore and digital channels. This role owns payments issue management, settlement accuracy, fraud operations, and vendor performance, while leading and developing a team of Payments Administrators.

This position serves as the senior operational authority for payments, partnering closely with Technology, Finance, Risk, Store Operations, and external payment providers to ensure payment systems are reliable, secure, and scalable.

Key Responsibilities

Payments Operations Leadership

Own the day to day health of the retail payments ecosystem, including:

Card authorization and processing

POS and gateway connectivity

Settlement, funding, and reconciliation

Act as the final customer concern point for high severity payment incidents

Establish operational standards, partner concern paths, and response playbooks

Lead postincident reviews and drive corrective and preventive actions

Team Leadership & Development

Handle, coach, and develop a team of Payments Administrators

Set performance expectations and benchmarks for:

Incident resolution

Settlement accuracy

Fraud and chargeback handling

Ensure appropriate coverage for business critical periods (e.g., peak retail hours)

Build payments operations expertise and resiliency within the team

Settlement, Reconciliation & Financial Governance

Own end to end settlement accuracy across all payment tenders

Ensure strong controls around:

Daily settlement and funding validation

Discrepancy investigation and resolution

Month end and quarter end close activities

Partner with Finance and Accounting to support audits, reconciliations, and SOX controls

Identify opportunities to automate reconciliation and improve data quality

Fraud, Chargebacks & Risk Management

Be responsible for fraud monitoring and operational response processes

Own chargeback performance, including:

Trend analysis

Root cause identification

Processor and fraud vendor coordination

Partner with Risk and Compliance teams to:

Tune fraud rules

Reduce losses and false positives

Support PCIDSS and regulatory requirements

Vendor & Processor Management

Serve as the primary operational relationship owner for:

Payment processors

Acquirers

Gateways

Fraud and risk vendors

Manage:

SLA performance

Incident communications

Escalations and service reviews

Support contract renewals, vendor evaluations, and processor changes

Coordinate operational readiness for new payment methods or platform changes

Strategy, Reporting & Continuous Improvement

Define and track payments operations KPIs, including:

Incident volume and MTTR

Settlement accuracy

Fraud and chargeback rates

Deliver executive level reporting and insights

Identify opportunities to:

Improve operational efficiency

Reduce cost and risk

Increase payment reliability and customer experience

Partner with Technology and Product teams on roadmap initiatives impacting payments

Supported Payment Channels

Instore POS payments (EMV, contactless, magstripe)

Credit and debit cards

Digital wallets (Apple Pay, Google Pay)

Gift cards and store value products

eCommerce and mobile payments (if applicable)

Required Qualifications

7+ years of experience in payments operations, retail technology, finance operations, or related fields

3+ years of experience leading or managing teams

Deep understanding of:

Card payment lifecycle (authorization → settlement → funding)

Retail POS environments

Payment processor operations and reporting

Proven experience managing high impact payment incidents in a retail environment

Technical & Analytical Skills

Strong ability to analyze settlement files, processor reports, and transaction data

Experience driving operational improvements and automation

Comfortable working across multiple payment platforms and systems

Risk, Compliance & Financial Controls

Strong solid understanding of:

PCIDSS requirements

Chargeback and dispute processes

Fraud monitoring and mitigation

SOX and audit controls related to payments

Leadership & Communication Skills

Strong people leadership and coaching skills

Clear, executive ready communication during incidents and reviews

Ability to influence across Technology, Finance, Risk, and Store Operations

Calm, decisive leadership during payment outages or business critical events

Preferred Qualifications

Experience in multi store, high transaction volume retail

Omnichannel payments experience (instore + digital)

Experience leading processor migrations or new tender launches

Familiarity with major processors (e.g., Fiserv, FIS, Worldpay, Adyen, Stripe, etc.)

Success Measures

High availability and reliability of payment systems

Accurate and timely settlement with minimal discrepancies

Improved fraud and chargeback performance

Reduced incident recurrence and faster resolution times

Strong vendor performance and SLA adherence

High team engagement and capability growth

What we offer:

It’s crucial to us that the differences we see in the world around us are reflected in our workplace. Who you are is what counts, not where you’re from or how you live your life. At bp, we support our people to learn and grow in a diverse and challenging environment. We believe that our team is strengthened by diversity. We are committed to fostering an inclusive environment in which everyone is respected and treated fairly.

About bp

Our purpose is to deliver energy to the world, today and tomorrow. For over 100 years, bp has focused on discovering, developing, and producing oil and gas in the nations where we operate. We are one of the few companies globally that can provide governments and customers with an integrated energy offering. Delivering our strategy sustainably is fundamental to achieving our ambition to be a net zero company by 2050 or sooner!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Additional Information

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Even though the job is advertised as full time, please contact the hiring manager or the recruiter as flexible working arrangements may be considered.

What you can expect from us!

Our commitment to diversity, equity and inclusion:

At bp, you could be part of Business Resource Groups (BRGs) which belief in the power of inclusion, deeper connections, and shared experiences. They provide a place for employees to learn and share knowledge, to connect, and to improve. The BRGs focus on and encourage talent engagement, development, and retention while creating a broadened sense of community and inclusion for bp employees. The groups cultivate leadership growth by involving employees in developmental opportunities they would not otherwise have access to. Formal and informal mentoring also helps employees develop their professional goals and connect with colleagues. The BRGs’ dedication to growth at all levels helps employees feel more engaged and energized. The BRGs break down barriers, so we can all do better together. Examples of BRGs include (but are not limited to):

bpWIN (bp Women’s International Network) Pride Working parents PEN (Positively Ethnic Network) bpInclusia (bp’s Asian community) bpEnergía (bp’s Latin community)