About this role
The Incentives Coordinator will provide accurate, timely, and compliant operational support for incentive processes involving members and research participants, ensuring full alignment with M3 standards, policies, and applicable local regulations. The role requires close coordination with internal teams and external partners, systematic validation of data across multiple systems, and efficient post-payment support to maintain data integrity and deliver a positive respondent experience.
Key Responsibilities:
Incentives Processing and Operations
Comply with company standards, training procedures, and guidelines across all incentive operationsProcess standard and non-standard incentive payments accurately and promptly in accordance with approved proceduresPrepare payment orders in line with vendor and payment partner requirementsMaintain organised and secure server folders consistent with M3 data protection and sharing policiesCoordinate with Client Service Teams on non-standard incentive arrangements and exceptionsAudit incentive projects to verify the accuracy of cost allocation and ensure timely disbursementMaintain and update systems and trackers to reflect current payment status for internal and external stakeholdersValidate information and coordinate with support teams and respondents to resolve failed or on-hold paymentsExecute system corrections in the MR System and M3 Wallet following authorised proceduresReview and resolve on-hold transactions to reduce payment failuresSupport other teams (Finance, CST Operations, Support) as required within the defined scopePerform periodic internal control checks and maintain clear audit trails to ensure complianceMonitor key performance indicators (e.g., payment turnaround times, error rates) to drive continuous improvementIdentify process inefficiencies and collaborate with operations and finance teams to implement improvementsPrepare periodic management and performance reports as requiredMaintain awareness of fraud prevention and risk-mitigation measures related to incentive paymentsServe as a point of contact for training or guidance on incentive processesDevelop proficiency in relevant payment systems, vendor portals, reconciliation tools, and data-management software (e.g., advanced Excel functions such as pivot tables and lookups)Undertake additional ad-hoc tasks within the scope of the roleIncentive Support QueriesMonitor the Incentives inbox to meet the 24-hour response and resolution SLAManage and resolve internal and external incentive-related queries in a professional and timely mannerPrepare and issue incentive statements to respondents for tax or reporting purposesCoordinate communications and follow-ups across departments to ensure complete issue resolutionProvide regular updates to Panel Support and Client Service Teams on payment-related mattersPayment Coverage and Scope
The Incentives Coordinator will process and support payment operations for delegated entities and methods within the M3 GroupNon-Standard Processes and Special Requirements
Track and process studies with special incentive arrangements (e.g., invoice payments, payroll, restricted payment channels)Verify documentation and ensure all required information is accurate before processingCoordinate with internal teams and external vendors to complete payments under special conditionsCommunicate clearly and promptly with respondents participating in non-standard payment processes Education
Bachelor’s degree or equivalent professional experience required.Experience
Experience in Operations, Finance, Payments, or Market Research is preferred but not essential.Experience in data validation or administrative coordination is advantageous.Experience supporting or participating in operational system implementations: Experience working with or helping to implement operational ecosystems (e.g., NetSuite, SAP, Sage, Power BI, QuickBooks, etc). This may include supporting testing cycles, documenting requirements, validating data flows, or collaborating with engineering and finance teams.Ability to automate or optimise recurring tasks: Ability to streamline processes through task automation, including the use of AI tools, advanced Excel functions, or workflow-optimisation methods.Strong analytical and problem-solving capabilities: The ability to navigate complex operational scenarios and propose data-driven solutions.Understanding of system integrations and operational compliance: Familiarity with system integrations, data-consistency checks, and compliance standards.Skills and Competencies
Strong analytical and numerical accuracy with high attention to detail.Excellent written and verbal communication skills.Proven ability to collaborate effectively with Coordinators and cross-functional teams.Skilled in managing multiple systems and priorities under tight deadlines.Strong organisational and problem-solving abilities.Proficiency in Microsoft Excel, Word, and Outlook. Must be available to work UK shift hours