Manager Payments Investigations (Diversity Only)

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 [email removed]*