Manager Payments Investigations (Diversity Only)

Job description

**Role & responsibilities** 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 **Preferred candidate profile** - 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. - Ability to drive continuous process improvement, identify operational gaps, and implement efficiency initiatives. - Strong knowledge of risk and control frameworks, compliance requirements, and operational governance. - Experience in preparing and presenting MIS, business reviews, and operational performance reports to senior management and clients. - Ability to effectively manage conflicts, disciplinary matters, and employee relations issues while maintaining a positive team environment. **Criteria** : - Any Graduate or Postgraduate degree - 15+ years of hands-on experience in Payment Investigations - Team management experience, including managing a team of at least 15+ members. - Strong communication and stakeholder management skills. - Automation experience in Payment Investigations processes - Knowledge of controls and risk elimination strategies in banking operations **Shifts timings:** between 10am to 10pm **\\*Interested candidates share CV's on abolis1@hexaware.com\\***