Customer Support Team Lead

Straive; Hyderabad, Chennai District; Sur place; INR 1 200 000 - 2 000 000; Plein temps

Résumé du poste

Straive in Hyderabad seeks an experienced Payment Escalations Team Lead to manage a high-performing financial operations group. You will investigate payment discrepancies, resolve escalations, and oversee trace & recalls and returns, ensuring accuracy and regulatory compliance.

You will mentor analysts, allocate workloads, and partner with banks, gateways, card networks, and internal Risk, Compliance, and Customer Support teams to address systemic issues.

Qualifications

• Experience leading payment investigation teams.
• Strong knowledge of payment schemes and dispute resolution.
• Familiar with AML/KYC/PCI-DSS regulations.
• Ability to analyze data and drive process improvements.

Responsabilités

• Direct Supervision: Lead, mentor, and manage a team of payment investigation analysts.
• Workload & Case Allocation: Oversee daily team queue management, ensuring efficient assignment, tracking, and timely resolution of payment escalation workflows.
• Performance & Development: Conduct regular 1-on-1s, performance reviews, and upskill the team on emerging payment schemes, dispute resolution, and compliance updates.
• Process Enhancement: Analyze team operational output, identify bottlenecks, and refine escalation protocols to drive team productivity and reduce resolution turnaround time (TAT).
• Escalation Management: Oversee and act as the final internal point of escalation for high-value or complex payment disputes, chargebacks, trace & recalls, returns, and payment failure trends.
• Stakeholder Coordination: Interface directly with partner financial institutions, payment gateways, card networks, and internal cross-functional teams (Risk, Compliance, Customer Support, Engineering).
• Compliance & Governance: Ensure all team operations adhere to global financial regulations (AML, KYC, PCI-DSS) and internal SLAs.
• Reporting & Quality Assurance: Maintain oversight of team documentation accuracy, generating dashboards and reporting payment failure trends to senior management.

Connaissances

Team Leadership

Payment Escalations

Stakeholder Management

Compliance & Governance

Data Analysis

Formation

Bachelor's degree in Finance, Accounting, Business Administration, or related field

Outils

Zendesk

Salesforce

Jira

Description du poste

Job Overview

We are seeking an experienced Payment Escalations Team Lead with a proven track record of managing and mentoring high-performing financial operations teams. In this role, you will lead a dedicated team responsible for investigating complex payment discrepancies, resolving high-priority escalations, and managing payment failure workflows (including trace & recalls and returns). You will balance team leadership and operational excellence, ensuring strict adherence to global financial regulations, SLAs, and accuracy standards.

Key Responsibilities

Team Leadership & Management

• Direct Supervision: Lead, mentor, and manage a team of payment investigation analysts, setting clear performance expectations, metrics, and KPIs.
• Workload & Case Allocation: Oversee daily team queue management, ensuring efficient assignment, tracking, and timely resolution of payment escalation workflows.
• Performance & Development: Conduct regular 1-on-1s, performance reviews, and continuous training to upskill the team on emerging payment schemes, dispute resolution, and compliance updates.
• Process Enhancement: Analyze team operational output, identify bottlenecks, and refine escalation protocols to drive team productivity and reduce resolution turnaround time (TAT).

Operational & Technical Oversight

• Escalation Management: Oversee and act as the final internal point of escalation for high-value or complex payment disputes, chargebacks, trace & recalls, incoming/outgoing returns, and payment failure trends.
• Stakeholder Coordination: Interface directly with partner financial institutions, payment gateways, card networks, and internal cross-functional teams (Risk, Compliance, Customer Support, Engineering) to resolve systemic payment issues.
• Compliance & Governance: Ensure all team operations adhere strictly to global financial regulations (e.g., AML, KYC, PCI-DSS) and internal SLA requirements.
• Reporting & Quality Assurance: Maintain oversight of team documentation accuracy, generating regular operational dashboards and reporting payment failure trends to senior management.

Requirements & Qualifications

Experience & Education

• Team Leadership: Minimum 5 years of experience directly managing and leading teams in financial operations, payment escalations, or fraud operations.
• Industry Experience: 6+ years total experience in payment investigations, high-value transaction reconciliations, chargebacks, or banking operations.
• Education: Bachelors degree in Finance, Accounting, Business Administration, or a related field.

Technical & Functional Skills

• Domain Knowledge: Deep understanding of payment schemes (ACH, Wire, SWIFT, SEPA, Card Networks, Real-Time Payments), trace & recall protocols, and fraud mitigation strategies.
• Tools & Software: Proficiency with payment processing tools, CRM ticketing platforms (e.g., Zendesk, Salesforce, Jira), reconciliation systems, and financial analytics platforms.
• Analytical Capability: Proven experience using data to track failure payment trends, conduct root-cause analysis, and refine operational processes.

Soft Skills

• Strong leadership, decision-making, and conflict-resolution abilities under pressure.
• Exceptional written and verbal communication skills for managing external banking relationships and executive leadership reporting.