Senior Manager - Payments Operations
Location: Bengaluru, Mysuru
• Experience: Senior Level
• Openings: 2
Job description
Job Title: Client
Operations Head
Job Location:
Bangalore
Work Model: Work from
Office
Candidate Expectations
Total Experience and
Relevant Experience – 15 years (12+ years of Relevant Experience)
Candidate Location -
Anywhere
Skills – Payment
Operations
Candidate Industry – BPO /
KPO
Diversity – Any
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.