Solution Portfolio - Page 90

At Southwest Airlines, a multi-team payment strategy
committee oversees the strategic direction of
payments and consists of representatives from
marketing, nance, and IT departments.
The organisation of the Payments Team does not need to be overcomplicated. A
leading online business we interviewed organises its Payments Team by delivery
channel: Card Present; Card Not Present. There is also a team that deals with
Fraud. On a complimentary dimension, employees are categorised as linked to
“projects” meaning those working to improve the features and functionality related
to payments acceptance, and others who “run” the day-to-day operations of the
business. For example, Netix’s Payment Team has dedicated resources to
undertake activities required for everyday operations but the team also has access
to non-payment-specic coding resources, as well as other engineers and data
analysts operating in different departments.
Additionally, Netix’s Payment team has weekly meetings with one key contact
point at each Customer Support centre to quickly identify any payment issues
raised by consumers.
As another example, a large European airline indicated
that “we have a dedicated internal IT team of 15-20
resources focused on payments. This is an in-house
team because we run a kind of switch to direct
transactions to our main gateway partner and to three
main acquirers”.
The 7 Habits Of Successful “New” Payments Leaders
Best practices and insights by industry front runner


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