Education and Certification
Qualification: Master degree preferred

Job Responsibility

Candidate Expectations: Total Experience and Relevant Experience: 15 years (12+ years of Relevant Experience).

Skills: Payment Operations.

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 robust 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.

📌 Senior Manager - Payments Operations (Bengaluru)
🏢 Golden Opportunities
📍 Bengaluru