Manager Payments Investigations (Diversity Only)

Hexaware Technologies; Navi Mumbai; On-site; INR 4,500,000 - 6,500,000; Full time

Job summary

Hexaware Technologies is seeking a Manager-Payment Investigations in Navi Mumbai to lead a high-performing team and own end-to-end payment investigations processes. You will drive automation, governance, and risk mitigation while ensuring excellence in customer experience and service delivery.

The role requires strategic leadership, coaching, and the ability to manage multiple priorities in a fast-paced environment, with strong client and stakeholder management skills.

Qualifications

• Graduate or postgraduate degree is required.
• 15+ years of hands-on experience in Payment Investigations.
• Experience in leading and coaching a team of 15+ members.
• Strong communication and stakeholder management skills.
• Automation experience in Payment Investigations processes.

Responsibilities

• Provide strategic leadership to the Payment Investigations team and ensure efficient resolution of payment-related queries.
• Mentor and coach team members; conduct performance reviews and development plans.
• Manage metrics, volume, capacity planning, SLA/KPI performance, and client relations.
• Address escalations and critical operational issues with effective resolution and communication.
• Drive continuous process improvement and risk mitigation in banking operations.

Skills

Team leadership

Automation in payments

Stakeholder management

Process improvement

MIS reporting

Education

Any Graduate or Postgraduate degree

Job description

Role & responsibilities

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

Preferred candidate profile

• 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.
• Strong 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.

• Ability to drive continuous process improvement, identify operational gaps, and implement efficiency initiatives.
• Strong knowledge of risk and control frameworks, compliance requirements, and operational governance.
• Experience in preparing and presenting MIS, business reviews, and operational performance reports to senior management and clients.
• Ability to effectively manage conflicts, disciplinary matters, and employee relations issues while maintaining a positive team environment.

Criteria

• Any Graduate or Postgraduate degree
• 15+ years of hands-on experience in Payment Investigations
• Team management experience, including managing a team of at least 15+ members.
• Strong communication and stakeholder management skills.
• Automation experience in Payment Investigations processes
• Knowledge of controls and risk elimination strategies in banking operations

Shifts timings:

between 10am to 10pm