About this role
Job Description:
• 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.