Role:
The Manager-Payment Investigations with the ability to clearly explain the end-to-end process and in investigating various payment-related queries, including Return of funds, Unable to Apply, Amendment, BCNR, Recall, OFAC, FATF, fraud, Back-Valuation, and other ad-hoc query classifications. The role requires extensive hands-on experience in Payment Investigations operations, Automation, controls and risk elimination, and banking operations.

Job Responsibilities:
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.

Criteria:
Any Graduate or Postgraduate
Overall 15+ years of hands-on experience in Payment Investigations, with 1+ year of experience managing a team of 15+ members
Knowledge of controls and risk elimination strategies in banking operations

📌 Manager - Payment Investigations (Navi Mumbai)
🏢 Hexaware Technologies
📍 Navi Mumbai