Key Responsibilities
Stakeholder Management & Collaboration:
- Serve as a key liaison between internal departments and external clients for complex queries.
- Coordinate and collaborate with multiple stakeholders to ensure smooth investigation progress.
- Provide regular updates and manage expectations.
Investigation & Issue Resolution
- Lead thorough investigations on complex payment issues including OFAC-related scenarios.
- Monitor and ensure all cases are resolved efficiently and within timelines.
- Identify root causes and recommend corrective actions.
Accuracy & Verification:
- Review and verify investigation outcomes to ensure accuracy and compliance.
- Supervise junior staff to maintain data integrity and documentation standards.
Service Level Compliance:
- Oversee adherence to SLA requirements across the team.
- Identify bottlenecks and implement corrective measures to meet or exceed SLA targets.
- Analyse performance metrics and implement improvements.
Customer Query & Complaint Handling:
- Handle escalated customer complaints and provide clear resolutions.
- Maintain ownership of complex cases until resolution.
- Ensure quality assurance in customer communications.
System Monitoring & Escalation:
- Monitor system availability and performance proactively.
- Escalate critical issues to senior management and coordinate resolution efforts.
- Develop contingency plans to minimize service disruption.
Project & UAT Participation:
- Participate actively in UAT for system enhancements and process changes.
- Provide feedback and lead implementation of new initiatives.
- Facilitate training sessions for team members during project rollouts.
Qualifications
- Bachelor’s degree in Banking & finance, Business Administration, or a related field.
- Minimum 2-3 years of experience in payment processing, remittance operations, preferably with remittance relevant experiences.
- Strong understanding of payment systems, transaction flows, and regulatory requirements.
- Proven experience managing SLAs and driving process improvements.
- Excellent analytical, problem-solving, and decision-making skills.
- Proficient in payment investigation systems and MS Office applications.
- Strong communication and interpersonal skills, with the ability to manage multiple stakeholders.
