Manager - Payment Investigations

Role:

The Manager-Payment Investigations with the ability to clearly explain the end-to-end process and in investigating various payment-related queries, including Return of funds, Unable to Apply, Amendment, BCNR, Recall, OFAC, FATF, fraud, Back-Valuation, and other ad-hoc query classifications. The role requires extensive hands-on experience in Payment Investigations operations, Automation, controls and risk elimination, and banking operations.

Job Responsibilities:

• Provide strategic leadership and guidance to the Payment Investigations team, ensuring efficient and effective resolution of all payment-related queries.
• Experience in performance management, coaching, mentoring, and
• developing team members.
• Strong understanding of process metrics, volume management,
• capacity planning, productivity management, and SLA/KPI
• management. Proven client management and stakeholder
• management capabilities.
• Experience in conducting regular performance reviews, goal setting, and creating development plans for team members.
• Ability to handle escalations, customer complaints, and critical operational issues with appropriate resolution and communication.
• Strong people leadership skills, including employee engagement, motivation, retention, and succession planning.
• Experience in hiring, onboarding, and training new team members.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while ensuring service delivery targets are consistently achieved.
• Strong decision-making and problem-solving skills with a focus on operational excellence and customer experience.

Criteria:

• Any Graduate or Postgraduate
• Overall 15+ years of hands-on experience in Payment Investigations, with 1+ year of experience managing a team of 15+ members
• Knowledge of controls and risk elimination strategies in banking operations

Skills Required
Client Management, volume management , Capacity Planning