Associate - Payments Client Service

Role Overview:

Join a client service team supporting a growing payments business in India. You will be the trusted point of contact for corporate clients, owning escalations and ensuring issues are resolved quickly and accurately. This role suits someone who puts clients first, understands payments operations and technology, and can troubleshoot complex transactions with urgency and clear judgement.

As a Payments Client Service Account Manager - Associate, you will manage a portfolio of corporate clients and act as the primary contact for escalations, prioritisation, and support for large-value or complex transactions. You will work closely with operations and technology teams to troubleshoot issues, manage maintenance requests, and keep transactions moving smoothly. You will also track service performance through key metrics and support initiatives that improve client experience and service efficiency.

Job responsibilities:

- Manage a portfolio of corporate clients as a service relationship manager, supporting day-to-day payments servicing needs.

- Act as the primary point of contact for escalations and prioritisation requests, including support for large-value and complex transactions.

- Troubleshoot client issues by partnering with operations and technology teams, driving timely resolution and clear communication.

- Manage account maintenance-related requests and help improve client interaction flows through process enhancements.

- Track key performance indicators and service metrics, identifying themes and driving actions to improve service outcomes.

- Support transformation initiatives that enhance client experience and operational efficiency.

- Build and maintain strong client relationships through proactive engagement and consistent follow-through.

Required qualifications, capabilities, and skills:

- Bachelor's degree.

- Minimum 5 years of experience working in client servicing roles at a banking institution.

- Strong understanding of payments and global cash management products.

- Knowledge of payments clearing and settlement channels, including real-time gross settlement, national electronic funds transfer, national automated clearing house, Society for Worldwide Interbank Financial Telecommunication, Clearing House Interbank Payments System, and Federal Reserve clearing.

- Strong interpersonal and relationship management skills, with a client-first mindset.

- Ability to work independently and provide day-to-day guidance to others to deliver results.

- Strong analytical skills to manage service metrics and performance reporting.

- Strong collaboration skills to coordinate effectively across internal teams.

Preferred qualifications, capabilities, and skills:

- Experience managing corporate clients; exposure to client onboarding and/or partnering with sales teams is an advantage.

- Experience supporting banking transformation initiatives or process improvements.

- Proactive, solution-oriented mindset with focus on identifying root causes and driving sustainable fixes.

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