Responsibilities of the Candidate:

Investigating and resolving failed, delayed, misrouted, and high-value payment transactions within agreed service levels, ensuring minimal business impact.
Analysing payment data to identify the root causes of discrepancies, documenting findings, and implementing effective resolutions.
Managing complex payment exceptions and escalations, while collaborating with internal teams, banks, clients, and external stakeholders to ensure timely resolution.
Ensuring all investigations and resolutions comply with regulatory, compliance, and audit requirements, while maintaining accurate and detailed records.
Monitoring trends in payment-related issues, conducting root cause analyses, and recommending corrective actions to improve operational performance.
Supporting and mentoring team members by reviewing case quality, sharing knowledge, and promoting best practices across the function.
Identifying process gaps and opportunities for automation, operational efficiency, and continuous improvement, and contributing to initiatives that enhance service delivery and performance.

Requirements:

Strong knowledge of payment networks such as SWIFT, ACH, RTGS, and NEFT, along with a solid understanding of end-to-end payment flows and transaction processing.
A good understanding of regulatory and compliance requirements, including AML, KYC, OFAC, and data privacy standards.
Proven experience in investigating payment discrepancies, resolving exceptions, and managing escalations, supported by strong analytical and problem-solving skills.
Excellent attention to detail, with the ability to accurately review and analyse transaction records, documentation, and system data.
Strong communication and stakeholder management skills, with the ability to collaborate effectively across Operations, Finance, Compliance, Technology teams, and external partners.
Proficiency in Microsoft Excel, payment tracking tools, case management systems, and transaction processing platforms such as SAP, Oracle, or similar applications.
A Bachelor's degree in Finance, Business Administration, Accounting, Economics, or a related field.