Job Specification – Principal Consultant
Role – Service Monitoring Analyst
Technology – BACS Payments, Service Monitoring, Reconciliation, Excel
Location – UK
Business Unit – ORCALL
Compensation – Competitive (including bonus)

Job Description
We are seeking a proactive and detail-oriented Service Monitoring Analyst to join our BACS File Processing Team. This role is responsible for overseeing the secure and timely transmission, monitoring, and reconciliation of high-value BACS payment files.
This is a critical operations role supporting the processing of billions of pounds each month, ensuring employee salary payments and financial transactions are executed without disruption. The role requires strong analytical capability, technical proficiency (particularly Excel), and the ability to operate effectively under pressure while engaging with multiple stakeholders, including, Banks, and internal teams.

Your Role

• Monitor and manage end-to-end BACS file transmissions, ensuring adherence to critical processing timelines.
• Proactively identify, investigate, and resolve anomalies, delays, or failures in BACS submissions.
• Handle high-priority scenarios including:
  • Payment recalls
  • File rejections
  • User input errors
• Collaborate closely with banking partners, clients, and internal support teams for issue resolution.
• Perform reconciliation of inbound and outbound BACS reports/files to confirm settlement accuracy.
• Provide timely updates and manage stakeholder expectations during incidents or disruptions.
• Escalate and coordinate resolution of critical incidents with appropriate urgency.
• Produce accurate operational reporting including:
  • File transmission volumes
  • Reconciliation summaries
  • SLA adherence metrics

• Ensure continuous monitoring of BACS service processes and maintain operational integrity.
• Act as primary point of contact during service incidents and ensure end-to-end ownership.
• Maintain detailed logs and audit trails of incidents, actions taken, and resolutions.
• Support business-critical payment cycles, including out-of-hours monitoring where required.
• Drive process improvements and enhance monitoring and reporting efficiency.
• Ensure compliance with internal policies, banking standards, and regulatory requirements.
• Build strong working relationships with stakeholders across operations, technology, and banking partners.

• Prior experience working with BACS systems and/or payments processing environments.
• Strong proficiency in Microsoft Excel, including:
  
  • Pivot tables
  • Lookups (VLOOKUP/XLOOKUP)
  • Data manipulation and reconciliation
• Exceptional attention to detail and numerical accuracy.
• Proven ability to work under pressure in high-stakes, deadline-driven environments.
• Strong problem-solving skills with ownership mindset through to resolution.
• Experience working in structured monitoring shifts/rotas.

• Experience with Oracle EBS.
• Background in financial services or payroll operations.
• Knowledge of Bacs Standard 18 or equivalent file formats.
• Familiarity with service monitoring tools or alerting platforms.

• High analytical capability and attention to detail
• Strong sense of ownership and accountability
• Ability to remain calm under pressure
• High customer orientation and service mindset
• Proactive, flexible, and solution-oriented approach