Senior Manager - Payments Operations

Education and Certification
Qualification: Master degree preferred

Job Responsibility

Candidate Expectations: Total Experience and Relevant Experience: 15 years (12+ years of Relevant Experience).

Skills: Payment Operations.

Education and Certification:Qualification: Master degree preferred.

Job Responsibility:

• Experience of 15 Years in banking, financial services, fintech, payments, cards, or transaction processing.
• Knowledge of international payment processes.
• Exposure to payment investigations, reconciliation, disputes, or exception handling.
• Experience working with global clients or international banking operations.
• Exposure to process improvement, automation, or Lean/Six Sigma methodologies.
• Customer-centric approach.
• Strong ownership and accountability.
• Effective communication and stakeholder management.
• Ability to prioritize and manage multiple tasks.
• Attention to detail and commitment to accuracy.
• Ability to work under pressure and meet strict deadlines.
• Strong teamwork and collaboration.
• Continuous improvement mindset.
• Willingness to work in rotational shifts, including night shifts, based on business requirements.
• Handle customer queries and requests related to payments, transactions, account activities, refunds, disputes, and payment status.
• Process and validate payment transactions in accordance with defined procedures and client requirements.
• Investigate payment exceptions, failed transactions, rejected payments, and discrepancies.
• Coordinate with internal teams and external stakeholders to resolve payment-related issues within agreed SLAs.
• Perform transaction verification, reconciliation, and quality checks to ensure operational accuracy.
• Monitor payment queues and ensure timely processing of transactions.
• Identify potential operational risks, irregularities, and compliance concerns and escalate them through the appropriate channels.
• Maintain accurate records of customer interactions, transaction investigations, and resolutions.
• Follow defined Standard Operating
• Procedures (SOPs), controls, compliance requirements, and data privacy guidelines.
• Meet defined KPIs covering productivity, accuracy, quality, turnaround time, customer satisfaction, and SLA adherence.
• Support root-cause analysis and contribute to continuous improvement of payment processes.
• Identify recurring customer/payment issues and provide inputs for process improvements and automation opportunities.
• Collaborate with team members and stakeholders across operations, technology, risk, compliance, and client teams.
• Handle sensitive customer and financial information in accordance with organizational and regulatory requirements.
• Provide professional and timely responses to customer queries through applicable channels such as email, phone, chat, or case-management systems.
• Demonstrate strong customer focus and ownership of issues from initiation through resolution.
• Communicate payment-related information clearly while maintaining confidentiality.
• Manage escalations appropriately and ensure effective follow-up until closure.
• Maintain a positive customer experience while balancing operational and compliance requirements.