Manager - Payment Investigations

Job description

**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