payment command center

Job Description

Role & responsibilities This role is for a Senior Business Execution Consultant Operations Lead within the Payments Command Center team: The Payments Command Center (PCC) is comprised of 2 sites (Hyderabad & Charlotte) responsible for supporting payment processing operations groups and, through them, our customers, and businesses by: monitoring of WFs end-to-end payment flows; management of alerts; and centralized & structured incident communication. PCC sites operate 24x7x365 including remote responsibilities across multiple time zones, on-call responsibility for critical issues that impact the payment ecosystem. The PCC will work across all WF LOBs and Payments Technology teams to provide the above support for all Payment rails (e.g. Wire, ACH, RTP, etc). This role is pivotal in providing real-time monitoring, management, and resolution of critical customer queries in the payments ecosystem. The ideal candidate will possess excellent Payments Domain Knowledge, problem-solving skills, Crisp and Clear Communication, strong customer focus, and the ability to operate under time-sensitive conditions. Responsibilities 1. Real-Time Monitoring: Maintain and provide support in a 24x7 model for the most complex and broad technological business solutions which have direct and significant impact on Wells Fargos strategic payments objectives. Monitor & manage day to day operations of the command center ensuring all payment processes and tasks functioning smoothly and efficiently. Oversee real-time monitoring of payment systems, identifying and resolving any issues or disruptions promptly. Monitor payment transaction systems, queues, and dashboards for performance, delays, and anomalies. Proactively detect issues and alerts that could affect clients payment flows and address them promptly. 2. Client Query Management: Serve as the primary point of contact for handling and resolving critical client queries in real time. Collaborate with internal teams such as Operations, IT, Product & GTM to ensure timely resolution of client issues. Provide accurate and clear communication to clients regarding issue status, solutions, and follow-ups. Proven ability to assimilate and correlate issues and articulate their collective relevance to the organization for awareness. 3. Incident Management: Act as a point of contact for payment-related incidents, coordinating the response and resolution efforts across relevant teams. Facilitate communications to internal partner groups, management and other interested parties regarding overall payment system status, volumes, health, and issues/incidents. Ensure timely communication and escalation of critical incidents to senior management and other stakeholders. Develop and maintain incident response protocols, ensuring the team is prepared to handle various scenarios. Maintain an incident log and develop post-mortem reports for key client-impacting issues. 4. Stakeholder Coordination: Coordinate closely with internal teams within Ops and Tech to drive resolution and enhance service quality. Actively contribute to improving processes for better client experience Monitor KPIs and analyze trends to identify areas and report operational improvement. Maintain an active relationship with global stakeholders, effectively syndicating on relevant issues, influencing to arrive at right decisions. Interact and communicate with the business partners / requestors on regular basis to help them manage their expectations. Adhering to timelines on stakeholder deliverables. Risk & Controls Mindset: Ensure operational practices are followed with relevant risk standards, policies, and regulations to maintain an effective control environment Responsible for Business Continuity, Breaches/Incidents and Quality Assurance Ensure updating of SOPs/ Issue Logs/ Exception Logs. Ensure that the Daily Checklist is signed off and filed correctly. Ensure effective Quality Check process in place. Perform and implement monthly/Quarterly/Annual, control checks/self-assessment to avoid any leakages and gaps. Essential Qualifications: Minimum of 7 years of experience in Payment Operations, Incident management, client Support or Information Technology or equivalent knowledge of payments and payment technology. Ability to understand payment flow topics from a strategic and business perspective in order to translate that in executive language. 5+ years of Experience in payments/ Operations command center / Customer service or Relevant experience. For more details please reachout Menaga-9019730400