Senior Manager - Payments Operations - GO/JC/4553/2026

Golden Opportunities; Bengaluru; On-site; INR 1,800,000 - 2,400,000; Full time

Job summary

Golden Opportunities is seeking a Client Operations Head in Bangalore. The role requires extensive experience in payments operations, banking or fintech, and leadership to drive payment processing, investigations, and client support.

You will oversee end-to-end payment workflows, collaborate with cross-functional teams, and ensure compliance and high service levels while managing shifts as needed.

Qualifications

• 15 years total experience with 12+ years relevant in banking/financial services/payments.
• Master degree preferred.
• Experience with payments, reconciliation, disputes, or exception handling.

Responsibilities

• Manage payments, transactions, refunds, disputes, and payment status with global clients.
• Coordinate with internal/external stakeholders to resolve payment issues within SLAs.
• Monitor payment queues and ensure timely processing and data accuracy.
• Lead process improvements, automation, and Lean/Six Sigma initiatives.
• Ensure compliance with SOPs, data privacy guidelines and regulatory requirements.
• Work in rotational night shifts as required by business needs.
• Maintain records of customer interactions, investigations, and resolutions.

Skills

Payment Operations

Education

Master degree

Job description

Job Title

Client Operations Head

Job Location

Bangalore

Work Model

Work from Office

Candidate Expectations

• Total Experience and Relevant Experience – 15 years (12+ years of Relevant Experience)
• Candidate Location - Anywhere
• Skills – Payment Operations
• Candidate Industry – BPO / KPO
• Diversity – Any

Education and Certification

• Qualification: Master degree preferred

Job 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 identify 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.