Project Manager/ Delivery Manager - Payment Investigation

About the role

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 companies 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.

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.

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.

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 and quicker turnaround times.
• 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 10 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.
• Building strong relationships and collaborating across large organizations.
• Strong knowledge of payment systems, processes.
• Excellent leadership and team management skills.
• Proficient in data analysis and reporting tools.
• Exceptional problem-solving abilities with a focus on incident resolution.
• Ability to work in a fast-paced environment and meet deadlines.
• Ability to work in a high-pressure environment with a 24/7 operational focus.
• Flexibility to work different shifts and be on-call as required.

Hands-on experience in below focus areas is expected from the potential candidate:

• Communications
• Incident Management.
• Eye for Detail
• Monitoring
• Triage/Recovery
• Resiliency Preparedness
• Payment/Trade life cycle
• ISO know how (Good to have)
• RPA/AI know how (Good to have)