Payment Expert’s ID Check: Payments Professionals offers insight from industry leaders and experts on how they got their start in the financial industry, from their early years in education, to how they have been able to climb the corporate ladder.
This week, Dwaine Thomas, Deputy COO of PXP Financial, details how his journey has been rooted in experiential learning, all the way from his initial job working in payments, to building complex omnichannel infrastructure’s to be at the forefront of the sector.
Where did you go to university and what did you study? What impact did this have on your current journey?
People are often surprised when I tell them I did not go to university! At college, I studied Economics, Business and Advanced Mathematics. The plan was to take a short break from education before going to university, but during this time I joined a company called Servebase, where I was first exposed to the payments industry. It turned out to be one of my best decisions, and one that’s taken me on a fascinating journey.
My education from that point was rooted in experiential learning. I thrived in an environment where knowledge was both gained and applied by practical application, particularly in an industry characterised by innovation. It has been a key driver in shaping my approach to problem-solving and strategic thinking.
I am still a huge advocate for continual personal and professional development, and as such I always seek opportunities for further learning, which has invariably served to expedite achievements by integrating new knowledge and practical experience.
Were you part of any sports clubs or societies at university and has this influenced your educational and professional development?
I have always played football, and I think team sports in particular are vital in fostering a sense of teamwork and collaboration. It is also highly transferable to a professional environment where it becomes important to recognise team dynamics; where each team member has skills that complement one another.
In recent years I have found a new passion for running, which has really highlighted to me the compounding effect of incremental gains. The consistent practice of making slight improvements can lead to significant improvements over a longer period. This principle of cumulative growth is one I apply to my professional life, recognising the way small, consistent enhancements can drive substantial long-term benefits.
Did you have any jobs outside of the industry before making your start in it and was this experience a motivation to get into the industry you aspired to be in?
I had a range of part-time retail roles, and also a sales admin role for a software vendor before I got into the payments industry.
I think one thing that’s clear from these early roles is they helped me to realise that I wanted to work in an industry that was innovative and collaborative. I love how the payments industry is so co-operative, and that partnerships and collaboration are essential in driving the innovation that supports so many other industries.
What was the first job you had in the industry and are there any lessons from this you still draw on?
As mentioned, my first role was in customer services and technical support. First and foremost, I loved the collaborative nature of this role; working as part of a team with a shared goal to deliver best-in-class services by any means is a principle I still uphold today, and one of the core principles at PXP Financial.
This period was a valuable opportunity to learn from the people around me. I became adept at dealing with challenging situations, adopted methods to solve technical problems, and learned how to support the team around me. These are skills I still use today.
Who was your biggest role model outside of the payments industry who continues to inspire you in your current career?
Satya Nadella, the CEO of Microsoft is someone I really admire. He spent a long period of his career with Microsoft before he had the opportunity to develop its cloud strategy, which is so significant to its transformation.
Now, with the success of the cloud strategy he developed, Microsoft is at the forefront of technology and innovation, with AI and quantum computing.
When was your first big break in the payments industry? Why was this such a significant moment for you?
I think a key moment for me was when I was given the opportunity to build the Technical Operations department at PXP Financial. At this time, we had a service desk, which was reactive in nature, and I felt there was an opportunity to change the mindset and culture of the organisation to be more proactive.
We were able to bring some new capabilities to the organisation, with a comprehensive observability platform and deployment approaches, and even today continue to develop new capabilities, such as AI to allow the organisation to maintain its competitive edge.
Was there a moment you faced in the industry that really challenged you? How did you overcome this?
Building our next-generation hyperconverged infrastructure for our omnichannel payment gateway. This project had tight deadlines, multiple geographies to consider and a new architecture to design and implement, not to mention high-scaling demand for volumes during peak periods.
We overcame this by adopting a methodical approach to delivery, along with an uncompromising approach to efficiency, backed by data from our observability platform. The result is a system which continues to exceed the performance expectations of our customers, and is something I’m incredibly proud of.
Lastly, what is some advice you would give to an aspiring person looking to get a start in your respective industry?
Firstly, stay inquisitive by maintaining a mindset of curiosity. Having a deep understanding of everything and questioning the status quo allows you to position yourself at the forefront of industry advancements.
Secondly, and perhaps most critically, be brave and embrace failure! It is through these experiences we learn, grow, and gain the resilience and knowledge necessary to succeed in future endeavours.
