Assistant Manager/Manager – Payments Investigation – Hyderabad

Job Title: Payments Investigation – Assistant Manager/Manager

Job Location: Hyderabad

Work Model: Mandatory Work from Office

Total and Relevant work Experience of 8 to 12 years in Payments Investigation.

Candidate Location - Anywhere in India

Candidate Industry (BPO / KPO / GBS / GCC / GSS / Captive Shared Services)

Qualification: Minimum 15 years education, Bachelor’s degree, MBA or equivalent from a reputed institution.

Oversee end-to-end payment investigation processes, including investigation, tracking, resolution, and closure of payment-related cases.

Handle complex and escalated payment investigations involving domestic and international transactions, payment discrepancies, failed or delayed payments, and transaction-related queries.

Ensure investigations are completed accurately and within defined SLA, turnaround time, quality, and productivity targets.

Review and analyze payment transactions, supporting documentation, and investigation findings to identify root causes and appropriate resolutions.

Manage escalations from internal teams, clients, banks, financial institutions, and other external stakeholders.

Build and maintain strong relationships with multiple internal and external stakeholders, ensuring effective communication and timely resolution of issues.

Act as a key point of contact for clients and stakeholders for payment investigation-related matters.

Monitor operational performance through MIS, KPIs, productivity, quality, SLA adherence, and aging analysis.

Identify process gaps and drive continuous improvement, automation, and standardization initiatives.

Ensure adherence to organizational policies, operational controls, regulatory requirements, and risk management standards.

Conduct regular team reviews, provide coaching and feedback, and develop team members to improve performance and career progression.

Manage workforce planning, capacity requirements, resource allocation, and operational coverage for the team.

Prepare and present operational performance reports and key business updates to senior management and stakeholders.

Drive a culture of accountability, collaboration, customer focus, and operational excellence.

Strong understanding of payment processing, transaction flows, payment exceptions, investigations, and reconciliation-related activities.

Experience handling complex investigations and escalations involving multiple stakeholders.

Strong stakeholder management skills, with experience working with internal business teams, operations, clients, banks, and external partners.

Demonstrated leadership and people management capabilities, including coaching, performance management, and team development.

Excellent written and verbal communication skills.

Strong client-facing and relationship management skills.

Ability to manage multiple priorities and deliver results within tight deadlines.

Strong analytical, problem-solving, and decision-making skills.

Proficiency in Microsoft Office, particularly Excel and PowerPoint, and experience working with operational MIS/reporting.

Payments, Investigation, Payment’s investigation, Swift payments, swift messages.

Open to work in global timing

Documents Mandatory- Personal, Academic and professional