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 operations
- Process standard and non-standard incentive payments accurately and promptly in accordance with approved procedures
- Prepare payment orders in line with vendor and payment partner requirements
- Maintain organised and secure server folders consistent with M3 data protection and sharing policies
- Coordinate with Client Service Teams on non-standard incentive arrangements and exceptions
- Audit incentive projects to verify the accuracy of cost allocation and ensure timely disbursement
- Maintain and update systems and trackers to reflect current payment status for internal and external stakeholders
- Validate information and coordinate with support teams and respondents to resolve failed or on-hold payments
- Execute system corrections in the MR System and M3 Wallet following authorised procedures
- Review and resolve on-hold transactions to reduce payment failures
- Support other teams (Finance, CST Operations, Support) as required within the defined scope
- Perform periodic internal control checks and maintain clear audit trails to ensure compliance
- Monitor key performance indicators (e.g., payment turnaround times, error rates) to drive continuous improvement
- Identify process inefficiencies and collaborate with operations and finance teams to implement improvements
- Prepare periodic management and performance reports as required
- Maintain awareness of fraud prevention and risk-mitigation measures related to incentive payments
- Serve as a point of contact for training or guidance on incentive processes
- Develop 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 role
- Incentive Support Queries
- Monitor the Incentives inbox to meet the 24-hour response and resolution SLA
- Manage and resolve internal and external incentive-related queries in a professional and timely manner
- Prepare and issue incentive statements to respondents for tax or reporting purposes
- Coordinate communications and follow-ups across departments to ensure complete issue resolution
- Provide regular updates to Panel Support and Client Service Teams on payment-related matters
Payment Coverage and Scope
- The Incentives Coordinator will process and support payment operations for delegated entities and methods within the M3 Group
Non-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 processing
- Coordinate with internal teams and external vendors to complete payments under special conditions
- Communicate clearly and promptly with respondents participating in non-standard payment processes