Senior Process Associate Payment Operations

Key Responsibilities:

• Investigate and resolve customer disputes related to electronic fund transfers in compliance with U.S. banking regulations.
  
• Execute domestic and international wire transfers, ACH transactions, and real-time payments.
  
• Review and processing of ACH Rejects, returns, IAT transactions, reclamations - as RDFI.
  
• Validate and process billing payments, adjustments, and reconciliation requirements.
  
• Execute maintenance requests from card customers, e.g. deceased customers, limit updates, product changes, etc.
  

Qualifications:

• Bachelors degree (preferred in Commerce, Finance, or related field).
  
• 2+ years of experience in banking operations or financial services.
  
• Familiarity with banking systems and MS Office tools, especially Excel.
  
• Strong analytical, communication and organizational skills.
  
• Ability to work in a fast-paced, detail-oriented environment.
  

Work Schedule & Flexibility:

• The role requires flexibility to work in U.S. night shifts to support business operations aligned with client time zones.
  
• Must be adaptable to handle multiple sub-processes, stepping in wherever required to meet client expectations and ensure seamless service delivery
  

Lead Associate – Payment Operations

The Payment Operations Lead Coach will serve as the primary expert for Banking Payment Operations. This role is responsible for driving operational excellence, ensuring compliance with regulatory requirements, and coaching team members to achieve high performance standards. The SME will act as a knowledge resource, provide process improvements, and support strategic initiatives to enhance customer experience and operational efficiency. The ideal candidate will possess expertize in Payment Operations including but not limited to executing and supporting payment-related processes like fund transfers, reconciliation, fraud monitoring, customer disputes and client servicing. Has experience in wire transfers, ACH transactions, real-time payments, adjustments and reconciliation requirements. The role demands accuracy, attention to detail, and a customer-centric approach to support internal teams and clients.

Key Responsibilities:

• Serve as the go-to expert for all payment operations processes, including fund transfers, customer disputes, reconciliations and client servicing.
  
• Stay updated on banking regulations, compliance requirements, and industry best practices.
  
• Actively process complex or high-priority cases to ensure operational accuracy and maintain hands-on expertise
  
• Mentor and coach team members to build domain expertise and improve performance.
  
• Conduct training sessions and workshops on deposit operations and compliance standards.
  
• Ensure adherence to U.S. regulatory guidelines
  
• Identify gaps and implement process improvements to enhance efficiency and accuracy.
  
• Collaborate with cross-functional teams to streamline workflows and reduce operational risks.
  
• Ensure adherence to internal policies, regulatory guidelines, and audit requirements.
  
• Monitor key performance indicators and implement corrective actions where needed.
  
• Act as a liaison between Operations, Training and Quality teams.
  
• Provide expert input for system enhancements and automation initiatives.
  
• Engage with line manager and clients to review, clarify, and deliver operational commitments, ensuring alignment with agreed service levels and timely resolution of queries
  

Required Skills & Qualifications:

• Bachelor’s degree (preferred in Commerce, Finance, or related field).
  
• 3+ years of experience in banking operations with a strong focus on Payments.
  
• Experience in performing quality audits, training, process documentation and reporting.
  
• Strong leadership and coaching skills with experience in team development.
  
• Excellent communication, analytical, and problem-solving abilities.
  
• Proficiency in banking systems and MS Office tools.
  
• Ability to work in a fast-paced, detail-oriented environment.
  

Work Schedule & Flexibility:

• The role requires flexibility to work in U.S. night shifts to support business operations aligned with client time zones.
  
• Must be adaptable to handle multiple sub-processes, stepping in wherever required to meet client expectations and ensure seamless service delivery.

  Role & responsibilities

Preferred candidate profile