We're VocaLink


We believe that economies are powered by easy access to and movement of money. We empower businesses and consumers to move money by sharing our technology and payment industry expertise. We're Vocalink. Powering economies, empowering people.

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DELIVERING INNOVATION FROM A SOLID PLATFORM

VOCALINK MILESTONES

Our People

At VocaLink every employee is an expert at what they do. Our three core values - Passionate, Persistent and Pragmatic - guide our decision making as our business evolves

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Achieving Our ambition

Our Values

Fiona Poole  image

Fiona Poole

Solution Delivery Manager, ATM Managed Service area of CTS

Passionate
About Performance


Fiona Poole

Solution Delivery Manager, ATM Managed Service area of CTS

For the past three years I have led a team of Business Systems Analysts and Developers at Vocalink’s Card Transaction Service. From the technical governance of new solutions to ensuring that we have the people and skills we need, I drive and support a culture of continuous improvement for the ATM Managed Service business.

Passion isn’t something that a leader can teach. It’s something that’s engrained in people when they genuinely care about what they do. I inherited a team of exceptionally talented and focused individuals who are ‘a team’ in the fullest sense of the word. No one person is bigger than the whole and the whole is greater than the sum of its parts. We’re an eclectic mix of characters that share in a core value: passion for performance.

As a technology focused team, we hold quality in high regard. Tasks should be completed using the right processes and procedures to maintain a great overall performance. Our team has a clear passion and interest in learning about different subject areas within Solutions Delivery. This curiosity increases the quality of work and performance, and further ignites our passion along the way.

But this isn’t just about technical standards. We perform at a high level in the way we communicate, engage with other teams, plan our work, and take responsibility for our deliverables.We all work hard for our business, and for each other. We want every member of our team to excel at what they do so we share in each other’s successes and rally together when we’re up against a fresh challenge.

I am fortunate enough to lead a team of people who set their own high standards and for whom the ‘how’ is as important as the ‘what’. This a group that is always looking for better ways of doing things and who deliver exceptional quality for Vocalink’s customers and employees. I strive to lead in a way that allows this positive culture to thrive, empowering individuals to bring their ideas and talents to the table and providing them with the support and tools they need to realise their aspirations.  

I think I speak for the whole team when I say that work is a good place to be.

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Andrea Clifton

HR Business Partner

Pragmatic
and grounded in reality


Andrea Clifton

HR Business Partner

As HR Business Partners, it’s our responsibility to forge strong working relationships with senior managers across Vocalink. That means being a visible and approachable team that can work collaboratively with colleagues. Day to day, we help to deliver on all activities related to our employees, ensuring that Vocalink has the people and the expertise it needs to continue to deliver ground-breaking payment technology and achieve its strategic objectives.

Empowering people is at the heart of what we do. We partner with teams from across the business to provide the guidance, formal coaching and general advice they need to succeed in their role and grow within their roles. The nature of our work means that we work with a lot of different perspectives and personalities every day. We often find that best practice solutions need to be tweaked to meet our organisations specific needs. There’s rarely a ‘one size fits all’ solution and it’s important to be open and honest but also pragmatic in how we approach issues. That way we find solutions that work.

Being pragmatic and grounded in reality calls for us to be in touch with the business and aware of the realities our people face day to day. This also means staying at the forefront of the realities and challenges that our business is facing, while challenging the status quo at the same time. By being pragmatic and grounded in reality we are able to make informed changes as and when required. For example, technology is revolutionizing the way we do business and the drive towards automation means that we’ve had to challenge our thinking on how best to engage with employees. We’ve adopted a mix of face-to-face communications and various digital channels to provide employees with a choice of options in how they would like to engage with our department.

I’m very proud to be part of a HR team that makes decisions for the right reasons, based on a rich understanding of our business and a desire to do what’s best for our employees.

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Jon Buckley

Platform Services Manager, COO/Service Operations

Persistent
in our pursuit of advancement


Jon Buckley

Platform Services Manager, COO/Service Operations

My team, Platform Services, are responsible for the operational support, maintenance and change in relation to the underlying infrastructure for our Core and Corporate IT Services. In essence, my team play a big part in the key services that underpin the UK national payments infrastructure for all Schemes (FPS, Bacs and LINK), our international innovations (access gateways and our real-time software solution IPS), and our IT corporate service for all staff.

There is no disputing that the world of payments has transformed rapidly over the past ten years. The introduction of the Payment Systems Regulator and PSD2 means that access to the market has also opened up. Competition continues to grow stronger in the ever-changing landscape of real-time and mobile payments. We need to be smarter and more efficient in the face of these challenges and that is where my team excels. We were part of a recent project on Virtualisation, which allowed us to provision environments more effectively and reduce our data centre footprint enabling us to become quicker to market. By using our resources more effectively, we have been able to provide a smarter ‘base’ from which we can provide enhanced products and services both domestically and internationally. During the course of 2017 we will be upgrading our platform further, which will refresh and improve Faster Payments and LINK services – both solutions will deliver greater capacity and performance capability therefore preparing us for the future increase in volumes for these key services.

Being persistent means that our team continuously embrace the challenges we face on a daily basis. I’ve always liked the quote that ‘excellence is not a skill, it’s an attitude’ and we bring that attitude to the table. We are always looking at ways to improve whilst being cognisant of our future business direction. Our corporate IT teams have collectively worked very hard to improve our IT offering at a time of rapid growth. That’s no easy task, and I think that our team on the ground fixing issues and helping us all with day to day IT queries do a fantastic job in keeping the show running. The following 4 Corporate IT pillars are our areas of focus: Improving our Virtual Desktop Infrastructure, enabling smarter collaboration, improving our developer infrastructure and improved internet browsing to ensure we continue to operate in the way our business needs.

The delivery of the Pay by Bank App service and the successful development of real-time payments for both Singapore and the US were projects that took a huge amount of effort and focus. The underlying development platforms for these high profile solutions are an essential part of the products and services we provide to our customers. When we look back over the past 12 months in particular and take stock of how high we’ve raised the bar through our technical services, it really is something to be proud of.

My team demonstrate their expertise on a daily basis by being persistent in our pursuit of advancement, directly impacting how VocaLink are setting the tone for the industry. We are a dynamic team and as the demand grows, so will our team.

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Mags March

Head of Customer Service Management – CTS Services

Passionate
About Performance


Mags March

Head of Customer Service Management – CTS Services

It takes a lot of hard work and passion to become a world-class Customer Service team.  When you step back and look at it, we are truly at the coalface – meeting customer expectations day after day. As Head of Customer Service Management, it’s my job to ensure that our team is always on its A game.

We’re the voice of the customer for VocaLink and the voice of VocaLink for the customer. A motivated and ambitious group, you really get the vibe that this is where we can make great things happen. We work closely with the LINK Scheme and all VocaLink business groups, to drive change and maintain great relationships that bring about new business opportunities and manage issues quickly and efficiently.

We work in an increasingly competitive industry. It takes years of hard work to build up a strong reputation and win core contracts – but mere minutes for all that you’ve built to unravel. We don’t take this for granted and, as competition continues to increase, we don’t get complacent. Instead we come in every day fighting for the contracts that we’ve worked hard to win, prepared to go the extra mile- and our customers know that. It’s reflected in the excellent customer satisfaction scores we’re awarded year after year. 

As a team we’re energetic, engaging and passionate about the performance of VocaLink’s products and services. This makes a real difference to every piece of work that we carry out. Our team works closely, sharing information, resolving issues and improving VocaLink’s service. Practically speaking, we ensure that everyone has the right tools, support and information to be able to provide our customers with unrivalled levels of service.

We're proud to work for VocaLink. It’s a company with excellent values, premium products, fantastic service delivery and amazing people- and that shines through in how we work.

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Krunal Vora

Head of Financial Planning and Reporting, Vocalink

Pragmatic
and grounded in reality


Krunal Vora

Head of Financial Planning and Reporting, Vocalink

I love the autonomy and variety that I have in my role and I have a great team around me to help deliver on our ambitious financial targets.

As Head of Financial Planning and Reporting, two days are never the same.  My team look after all aspects of internal management reporting across VocaLink and we’re also the custodians of the Annual Budget and Operating Plan and Quarterly Forecasts. We play a key role within the VocaLink organisation, monitoring and communicating our financial progress succinctly to a number of stakeholders, whilst ensuring we maintain progress towards achievement of our strategic ambitions.

The nature of our role within the Finance department requires my team to keep things simple, take a step back and communicate clearly. We look to remain objective, focused on the facts in front of us and to provide clarity to our key stakeholders on our financial progress – both present and longer term.

The pace of change and innovation in the Payments industry over the last few years has been staggering and VocaLink has been at the forefront of this. By staying pragmatic and grounded in reality, we focus on the end goal and ensure that we continue to work with the business to achieve our strategic ambitions, despite increasing business complexity.

So what does being pragmatic and grounded in reality mean day-to-day? Planning ahead is a must to ensure the business is clear on key targets and processes and deadlines that need to be followed, both internally and externally. Open and clear channels of communication between key stakeholders are crucial to ensure that the VocaLink machine runs smoothly. 

When I think of the individuals that make up the wider finance team, the words that immediately spring to mind are ‘hardworking’, ‘driven’ and ‘committed’. Everyone is really grounded and aware of their responsibilities. They own their work and want the best for their colleagues, and for VocaLink. It may sound clichéd but we’re a very friendly and engaging bunch who strive to support the business from a financial perspective.

Pragmatism is a value that presents itself at every turn. Finalising the recent Annual Budget and Operating Plan was one of our biggest challenges, due to the impact of a number of external factors. By staying pragmatic, we ensured that the business concentrated on the most important items, despite an accelerated timetable, and ultimately, we delivered a high quality Budget paperto the Board.

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Liam Spence

Head of Product at Zapp.

Persistent
in our pursuit of advancement


Liam Spence

Head of Product at Zapp.

It’s fair to say that our team lives and breathes payments. As a group, we have an entrepreneurial spirit and we channel that spirit to help VocaLink power economies in new ways. The whole point of Fintech, in general, is to empower consumers to understand and manage their finances better. So our alternative payments business, Zapp, exists to create products that add value across business, technology and the user experience.

 

At the moment our team is focused on ensuring that our newest innovation, Pay by Bank app, is as successful as it can possibly be. Three years of work is culminating in the launch of a new payment product that will deliver a simple, safe and secure payment experience for customers. We’re putting the control back in their hands – whether by allowing them to check their balances whilst paying, or keeping their personal data safe within their banking app. To get to this stage my team of experts and I have had to articulate and drive a new concept forward. That’s no small task and requires us to be persistent in our pursuit of advancement at every stage of the product journey.

 

When we think about what this value means to us, it stems from being truly fascinated by the industry and the direction that payments is heading in and believing that our product will help make the evolution that much better. The whole world is going through a huge shift to digital, specifically mobile, and  while it’s important to track competition, we prefer to put our heads down and run our own race. To remain relevant in this industry, we must continue to pioneer new ideas, invent new technologies and tackle the tricky stuff.

 

In a role as varied as product development, each day is different. There’s a lot of stakeholder interaction with the wider team, checkpoints on the work in progress and external interaction over a number of channels. There is never a quiet moment and we like it that way! Being persistent in our pursuit of advancement takes determination, lots of hard work and a sense of humour. And coffee. Lots of coffee.

 

Taking a product from concept to creation will always mean taking the road less travelled. And we’re ok with that. In fact, we thrive on that. That’s what gets our creative juices flowing- knowing that we’re breaking new ground and advancing ahead, together.

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Chris Taylor

Senior Risk Manager, Risk

Passionate
About Performance


Chris Taylor

Senior Risk Manager, Risk

When people think about ‘risk’, some preconceived ideas might spring to mind. Risk teams are often seen as an obstacle to overcome, a preventer of new ventures and maybe throw a spanner in the works from time to time. However, that’s not this team. We’re a bunch of positive, enthusiastic people who share a common goal of making VocaLink a success story. We challenge ourselves on what we can do to make the business better, more robust, more efficient, safer and more profitable. And it’s done with a real sense of fun. We enjoy working together and all have something to bring to the table.

You always know when a team is passionate about what they do by the vibe you pick up when you’re amongst them and the emotions they express. I know our team is passionate because we’re loud!  We pick up the phone and debate topics, we walk over to our colleagues and congratulate them on their success, we share our news and voice our concerns. I don’t think you could do our job with a mediocre, just turn up mentality. You can’t just sit and type the day away. To be able to think differently and ask awkward questions, you have to care. You have to want to get under the skin of a project, test the weak spots and ensure that those concerns are addressed. We care about how our services will benefit the end customer and always bring our thinking back how we’re going to deliver an exceptional product to the person on the street.

You can’t help but be passionate about performance doing what we do. We get involved in every project and see all aspects of the business. We help VocaLink to achieve its objectives by ensuring that it makes informed decision and executes in a controlled manner and we don’t accept being successful through luck. We succeed because we intend to- not by chance. How a company addresses risk can make or break a product.

Customers also count on our team to do right by them. They require assurances that things are progressing in the right way and our team is the conduit for that assurance. Sometimes we have to be unpopular and ask difficult questions, but if we succeed at our jobs then VocaLink succeeds, our customers benefit and we have the integrity of knowing that we’re doing things for the right reason. It’s that simple.

I often think it’s funny how I’d never thought of VocaLink until started working here. Our services have so many touch points within peoples’ lives. Once you step inside the door, you know that you’re part of something very exciting. Everyone around me feels that. If I’m honest, it doesn’t take much to ensure that our team is passionate about performance every day. I’m lucky to work with people who genuinely care and want to do the best job they can.

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Anna Chiu

Project Manager, Vocalink

Pragmatic
and grounded in reality


Anna Chiu

Project Manager, Vocalink

Working as a Project Manager for Accura is very exciting as no two days are the same. Accura is a start-up business, so mentally we cannot afford to waste time or money, and have to take a practical view. The nature of a start-up means that there are multiple streams of work going on at the same time, so one day could be about developing an anti-fraud solution and the next could be about finessing how we operate as a team. With so much going on, being pragmatic and grounded in reality helps us to prioritise when working to bring new products to life. 

Accura is focused on helping to solve a range of known problems and improving existing information to benefit the economy, businesses and people; for example, stopping fraud, improving management information and reporting. Being pragmatic helps us be agile enough to deliver against the ever changing fraud landscape.

We are constantly working with Financial Institutes –  the data owners –  to identify the biggest problems, impacting them and their customers, that can be solved by applying data analytics to payments data, and then proving our abilities by working with them to turn successful Proof of Concepts into live solutions. We’re dedicated and focused on building solutions that have a real impact and that make a difference.

In our line of work you can never be too pragmatic.  What we’re doing in the anti-fraud space is important and must be grounded in reality because crime, like invoice redirection fraud, directly impacts both people and businesses; some firms do not survive the hit. There is a constant race against the clock as fraudsters move quickly to make best use of new technology, including payments innovations. We know that our solutions are just one piece of the jigsaw when fighting financial fraud and that we will need to continue to invest in developing technology that evolves as quickly as the fraudsters do!

All of this is only possible due to the dedicated team that I am proud to be a part of. As we get to bring more and more of our products to life my colleagues and I get increasingly more excited about the ideas that we put forward for development as they could soon become reality. Working within a small, expert and dedicated team allows us to thrive within the start-up structure.- an environment that enables us to be more collaborative, agile and have some fun at the same time, while fuelling the constant flow of fresh new ideas.

I very much enjoy my role at VocaLink and all the opportunities it offers. Being part of Accura has allowed me to get involved with so many different aspects of the business that I would have otherwise not been a part off. Seeing our products come to life and the benefits they are bringing to Financial Institutions is very encouraging and exciting for Accura, and me.  

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RYAN JACKSON

Account Director PayPort, Sales

Persistent
in our pursuit of advancement


RYAN JACKSON

Account Director PayPort, Sales

Our Sales team is made up of determined, motivated individuals who go the extra mile to make today’s idea tomorrow’s breakthrough product. We work with organisations who want to leverage UK and international payment systems and, as a customer-facing team, we hear from the coal-face of the issues that they face. It’s our job to have our finger on the pulse of new trends, to know what will drive innovation and how VocaLink needs to respond to meet that demand. Our products and services have set the pace for the payments industry for years and we intend to keep it that way by working in an agile way to continue to develop world-class payment products.

 

Being persistent in our pursuit of advancement is more than just a value - it’s an attitude. The market is continually evolving so we need to be at the bleeding edge, driving innovation and best practice. In practicable terms, this means that we never give up and always move forward. We balance leadership with collaboration, keeping in line with the market but always having one eye on what’s coming down the track.

 

We always push for the right result for VocaLink and our customers. In fact, our team doesn’t have ‘customers’, we have partners that we join forces with. We strive for continual improvement and innovation – investing time and effort in developing long-term strategies with partners that share the same vision for excellence. Being persistent in our pursuit of advancement is about having a ‘can-do’ attitude. That’s key. We 100% believe that our expertise, products and new ideas will shape the future of payments.

 

Careers

People are our most vital asset. We offer specialised payment services, so we know the value that experienced and engaging professionals bring to our organisation.

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OUR EXPERTISE

As a global payments provider, we play an important role in shaping the global payments landscape and evolving the ways payments are made

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ACHIEVING OUR AMBITION

OUR STRATEGIC VISION

Innovating in our Core Business

We've been leading the way in the payments industry for nearly 50 years, pioneering the UK's first network of ATMs - a transformational breakthrough in its day. Today, we develop world-class payments platforms that power global economies. Our payment platforms power Bacs and the Faster Payments Service in the UK and we continue to bring our expertise to the fore by enhancing our existing systems and developing a blueprint for the future of payments. 

Developing new products

PayPort

Since 2008, the Faster Payments Service has given UK consumers and businesses a fast and secure way to move money online, at any time of day or night. To remain relevant and meet customer expectations, banks and businesses had to make the most of the real-time Faster Payments infrastructure available to them. However, the door into Faster Payments hasn’t always been open to smaller financial institutions. 

In recent years we have invested substantially to provide secure and universal access to our payment systems. PayPort, our new managed service, facilitates a level playing field between larger established financial institutions and up and coming challenger banks who wish to connect to Faster Payments. PayPort was one of the very first platforms to gain Vendor Accreditation from Faster Payments Scheme Limited (FPSL) in 2016.

Accura

We are working with regulators, financial services organisations and other stakeholders to develop a suite of new and innovative products to benefit consumers, businesses and the wider economy.

Accura from VocaLink delivers fact-based, timely insights via up-to-date, transactional data, which enable better informed decision making and help to solve some of the big problems that affect society. Through our suite of insight products, we help businesses to deliver an enhanced experience for their customers and achieve operational efficiencies at the same time. Our vision is to power insights that empower everyday lives. We create superior intelligence by fusing our technological expertise with our ability to distil data down into meaningful information. Accura is the point at which technology meets people, art and science. 

Alternative Payments

Pay by Bank app is of great interest to businesses and consumers alike and offers all the benefits of real-time payment and billing using your smart phone. By harnessing the power of Vocalink’s real-time clearing system, payment is easier, quicker and the risk of fraud is greatly. 

Shaping International Payments

Our strategy is built on a vision to shape the global payments landscape and in recent years we have partnered with other industry leaders to expand our offering into international markets.

Our Immediate Payments Solution was developed in 2012 to meet the exacting demands that emerged in the need to support real-time payment processing at scale. Our experience means that we understand the demands placed on any Automated Clearing House that supports an entire country. 

The FAST service in Singapore, which is supported by our Immediate Payment Solution, has operated at 100% availability since inception. Now bank customers can pay who they want, when they want, in real-time. 

In October 2015 we announced an agreement with National ITMX Co. Ltd, Thailand’s main interbank payments infrastructure provider, to develop the plans for the introduction of mobile payments underpinned by our Immediate Payments Solution as a strategic platform in Thailand. We believe that, over time, the Thai economy will benefit significantly from real-time technology as a driver of payment efficiency and innovation.

In December 2015, we signed a contract with The Clearing House (TCH), which counts 24 of the USA’s largest banks among its members and several hundred banks as users of its system, to help build and deliver a real-time payments system in the US. Our ISO 20022 standard real-time payment system is facilitating a step-change advancement in US payments.

Our expertise in real-time technology, along with alternative payments overlay, such as Zapp and Paym, have international appeal and we continue to explore these opportunities as the year progresses.

Keep up to date with all the latest news in the payments industry with our newsletter CONNECT.

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