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 

Be responsible for 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, Establishes 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, find 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 

Handle:  

SLA performance, Incident communications, Critical issues 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 benchmarks, including:  

Incident volume and MTTR, Settlement accuracy, Fraud and chargeback rates 

Deliver executive level reporting and insights 

Find 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 

Tried 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, conclusive 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)