Assistant Manager/Manager - Payments Investigation

Education and Certification

Qualification: Minimum 15 years education, Bachelor s degree, MBA or equivalent from a reputed institution.

Detailed Job Description

• Oversee end-to-end payment investigation processes, including investigation, tracking, resolution, and closure of payment-related cases
• Handle complex and escalated payment investigations involving domestic and international transactions, payment discrepancies, failed or delayed payments, and transaction-related queries
• Ensure investigations are completed accurately and within defined SLA, turnaround time, quality, and productivity targets
• Review and analyze payment transactions, supporting documentation, and investigation findings to identify root causes and appropriate resolutions
• Manage escalations from internal teams, clients, banks, financial institutions, and other external stakeholders
• Build and maintain strong relationships with multiple internal and external stakeholders, ensuring effective communication and timely resolution of issues
• Act as a key point of contact for clients and stakeholders for payment investigation-related matters
• Monitor operational performance through MIS, KPIs, productivity, quality, SLA adherence, and aging analysis
• Identify process gaps and drive continuous improvement, automation, and standardization initiatives
• Ensure adherence to organizational policies, operational controls, regulatory requirements, and risk management standards
• Conduct regular team reviews, provide coaching and feedback, and develop team members to improve performance and career progression
• Manage workforce planning, capacity requirements, resource allocation, and operational coverage for the team
• Prepare and present operational performance reports and key business updates to senior management and stakeholders
• Drive a culture of accountability, collaboration, customer focus, and operational excellence
• Required Qualifications ExperienceStrong understanding of payment processing, transaction flows, payment exceptions, investigations, and reconciliation-related activities
• Experience handling complex investigations and escalations involving multiple stakeholders
• Strong stakeholder management skills, with experience working with internal business teams, operations, clients, banks, and external partners
• Demonstrated leadership and people management capabilities, including coaching, performance management, and team development
• Excellent written and verbal communication skills
• Strong client-facing and relationship management skills
• Ability to manage multiple priorities and deliver results within tight deadlines
• Strong analytical, problem-solving, and decision-making skills
• Proficiency in Microsoft Office, particularly Excel and PowerPoint, and experience working with operational MIS/reporting

Key Skills

Payments, Investigation, Payment s investigation, Swift payments, swift messages.

Other Remarks

Open to work in global timing

Documents Mandatory- Personal, Academic and professional