Lead a payments operations pod handling end-to-end processing, exceptions and investigations across domestic and cross-border rails. Ensure SLA delivery, zero-to-low operational risk, and an excellent client experience. Drive people leadership, process rigor, and continuous improvement while maintaining strong control culture, compliance with AML/sanctions obligations, and regulatory requirements.

1) Operations Management – BAU Processing

• Oversee day-to-day processing of incoming/outgoing payments, returns, repairs, and cancellations across:
  • Domestic: RTGS, NEFT, IMPS, UPI (as applicable)
  • Cross-border: SWIFT (MT/MX ISO 20022), correspondent banking
  • Other: SEPA/CHAPS/Fedwire/CHIPS (if applicable to client base)
• Ensure cut-off adherence, queue management, work allocation, and capacity planning to meet daily volumes and peak loads.
• Supervise exception handling: STP fallouts, R-messages, NACKs, investigations, rejects, and repairs.
• Validate payment data quality: beneficiary details, purpose codes, regulatory tags, FX details, charges (OUR/SHA/BEN), and compliance flags.

2) Investigations & Client Service

• Manage payment investigations end-to-end: trace/recall, delayed/duplicate/non-received funds, MT199/MT192/MT195 messaging, charge disputes, and returns.
• Liaise with correspondent banks, internal product/compliance, and front-line teams to expedite resolution.
• Provide accurate, timely updates to clients and stakeholders; own escalations and aged items until closure.

3) Risk, Controls, and Compliance

• Enforce strong first-line controls: 4-eye checks, segregation of duties, maker-checker, and access control.
• Oversee hits from sanctions/AML screening (e.g., OFAC/UN/EU, local lists): document investigation and dispositions; escalate as required.
• Ensure compliance with regulatory reporting and audit readiness (internal/external).
• Maintain meticulous process documentation, E2E SOPs, RCSA evidence, and KRIs.

4) People Leadership & Development

• Lead a team of analysts/senior analysts; manage rosters, shifts and leaves.
• Coach for quality & productivity, run huddles, conduct 1:1s, and performance reviews.
• Build cross-skilling and coverage depth across rails and sub-processes; ensure succession for key roles.
• Foster a continuous improvement and speak-up culture.

5) Performance & Reporting

• Track and publish daily/weekly/monthly dashboards: volumes, STP %, rejects/repairs, investigation TAT, aged items, client escalations, sanctions false positives, near misses.
• Root cause analysis (RCA) for defects and operational incidents; implement CAPA and verify effectiveness.
• Partner with Tech/Product to reduce manual touchpoints, enhance STP, and mitigate risk.

6) Process Excellence & Change Readiness

• Drive Lean/Kaizen initiatives—target rework reduction, higher STP, lower backlog, faster TAT.
• Author/maintain SOPs, decision trees, and checklists; keep controls current with policy/regulatory changes.
• Participate in UAT, migrations, and ISO 20022 readiness/hardening; certify team readiness for change.