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.
* Solid 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 el

📌 Manager-Payments Investigations (India)
🏢 Hexaware
📍 India