Senior Manager - Payments Operations

Golden Opportunities; Bengaluru, Mysuru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Golden Opportunities in Bengaluru, India, is seeking a senior payments operations specialist with extensive experience in banking/fintech payments, transactions processing, and international payment processes. You will handle payment queries, investigate exceptions, ensure compliance and data privacy, and drive process improvements.

The role requires 15 years total experience, with at least 12+ years relevant, willingness to work in rotational/night shifts, and strong ownership, stakeholder

Qualifications

• Master degree preferred.

Responsibilities

• 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 escalated 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 strong 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.

Skills

Payment Operations

Stakeholder management

Attention to detail

Education

Master's degree

Job description

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 escalated 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 strong 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.