Global Incentives Program Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership and lead the operations of panel incentive management across the divisions of M3MR Group, ensuring strategic oversight of the design, governance, and performance of incentive programs.

• Serve as the primary escalation point for intricate payment issues, maintaining accountability for controls, compliance, and audit readiness, while overseeing vendor relationships and their delivery.

• Establish standards and foster continuous improvements in technology payment tools, processes, and reporting, coaching stakeholders across divisions to guarantee consistent execution.

• Create, develop, and implement new incentive processes and enhance existing workflows across divisions to accelerate payment turnaround times, lower processing costs and error rates, and boost panellist satisfaction.

• Ensure comprehensive accuracy and timeliness of standard and non-standard payments across all divisions of the M3 GR Group.

• Prepare and approve complex orders in accordance with supplier requirements and internal controls; resolve on-hold items and high-value/edge cases with root-cause solutions.

• Maintain organized, secure data storage with appropriate permissions; keep Wallet/MR status updated for both internal and external users.

• Oversee the compliance SOP for allocated incentives: reporting requirements by payment methods, data protection policies and rules, and documentation standards.

• Manage the participant-payment compliance playbook: tax thresholds/reporting requirements by country, identity/anonymity regulations, and standards for documentation and evidence.

• Collaborate with Finance to ensure report accuracy, resolve errors, and adhere to local regulations; implement gating controls and maintain thorough audit trails.

• Prepare audit-ready evidence packs and assist in responses to both internal and external auditors.

• Implement pre-allocation safeguards: transaction/balance checks, value caps, reason codes, and dual approvals for exceptions; conduct high-value reviews.

• Generate a monthly KPI report (turnaround times, failure/return rates, on-hold backlog, stakeholder SLA fulfillment) and drive remediation plans.

• Conduct QA sampling and spot checks; document corrective and preventive actions.

• Oversee commercial management of incentive/payment vendors: negotiate pricing, fees, rebates, and service credits; improve contract terms (SLA, liability, data protection, settlement timelines) to reduce costs, mitigate risk, and provide measurable financial benefits to M3MR Group.

• Act as the daily point of contact for incentive/payment vendors.

• Assist with RFPs/renewals by providing requirements, volumes, controls, and performance history.

• Serve as the business owner for technology payment capabilities: define requirements, validate designs, and write/maintain SOPs and runbooks.

• Manage UAT, data reconciliation, and go-live readiness; approve releases and ensure comprehensive system logging (who/what/when).

• Collaborate with other departments to lead and drive enhancements in incentive design, risk management, and compliance constraints.

• Enhance the panellist payment experience to promote retention: ensure quick, seamless payouts, rapid issue resolution, and proactive communication with respondents regarding status and resolutions; utilize root-cause analysis and controls to prevent recurring incentive-payment issues.

• Coordinate respondent communications and escalations; ensure clear, timely updates and consistent templates across divisions.

• Update SOPs, checklists, and quick guides; provide refresher training to other departments.

• Mentor coordinators on complex cases and quality standards; serve as the day-to-day backup to the Incentives Manager as needed.

• Manage, mentor, appraise, and develop assigned staff, ensuring effective performance.

⛳️ Requirements

• Bachelor’s degree or equivalent qualification.

• A minimum of 3 years managing a team of 3 or more employees.

• 3-5+ years of experience in incentive/payment operations or related finance operations across multiple channels (bank, vouchers, PayPal, prepaid).

• Advanced spreadsheet skills (pivot tables, complex formulas, basic Power Query); proficient in data validation and reconciliation.

• Proven experience in vendor management and professional external communication.

• Demonstrated ownership of complex cases and commitment to continuous improvement.

• Ability to lead a diverse team comprising both junior and senior members.

• Exceptional time management, organizational skills, and attention to detail.

• Well-developed analytical and creative problem-solving abilities.

• Capacity to work autonomously as well as collaboratively in a team environment to achieve goals.

• Outstanding written and verbal communication skills.

• Highly proficient in Microsoft Office applications, including Excel, Outlook, and Word, with a quick aptitude for learning new technologies/software.

🏝️ Benefits

• 25 days of annual leave.

• Participation in a company bonus scheme linked to both personal and company performance.

• Group Life Cover at 4x salary.

• Pension contributions of 4% from both employee and employer.

• Access to Vitality health benefits.

• Staff discount scheme.

• Discounted gym membership.