Lead the Payment Investigations team, ensuring timely resolution of payment queries, managing performance, capacity, SLAs, stakeholder relationships, escalations, compliance, risk controls, hiring, training, and continuous process improvements while delivering MIS and reporting to senior management.
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.
Hexaware Technologies Navi Mumbai, Maharashtra, IND Office
#1, Sector III, Millennium Business Park,, 'A' Block , TTC Industrial Estate, Mahape, Navi Mumbai, Maharashtra , India, 400710
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