- Act as the single point of accountability for high‑risk, high‑value payment investigations, ensuring end‑to‑end ownership until final resolution for London payments .
- Lead time‑critical investigations with potential regulatory, reputational, or financial impact, prioritizing cases with Central Bank and senior management visibility.
- Mentor junior investigators and act as a subject‑matter expert for complex ISO 20022 (pacs.008/pacs.009) and legacy MT investigations.
- Demonstrate end‑to‑end expertise in payment investigation messages, including returns of funds, unable‑to‑apply cases, amendments, BCNR, recalls, RFIs, and back‑valuation scenarios across correspondent banking.
- Maintain strong working knowledge of both outward and inward remittance flows, ensuring accurate investigation, response, and resolution.
- Perform Quality checks for CPC processes and publish Daily, Weekly & Monthly MIS and dashboard.
- Analyzing recurrent queries and working with managers to suggest process improvements to reduce repetitive queries.
- Share proper feedback with the processing team.
- Ensure timely RCSA performed for all CPC processes and uploaded in PRISM for UAE and IBG locations.
Lead and coach investigators, allocating workload effectively, monitoring productivity, and ensuring timely case closure without compromising control standards.
- Create service oriented dash boards for queries handled by the team and suggest workable solutions to bring down /reduce manual handling of these query messages.
- Develop a mechanism to fast track identification of queries originated on account of processing errors ,highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact.
- Ensure errors/knowledge gaps resulting in queries are shared with line managers & Division Heads to curb service issues
- Ensure E2E processes are improved through automation/digitalization initiatives.
- Ensure inter-group and intra-group SLAs are reviewed periodically and improved in line with automated solutions
- Graduate with at least 7-8 years of diversified experience in banking operations covering a wide range of banking products and services.
- Good working knowledge of banking processes and systems.
- Strong analytical, communication & presentation skills.
- Awareness of Compliance/AML/Regulatory Requirements.
- Conversant with the in-house various operating systems.
- Good computer skills and process understanding
- Effective decision making & conflict handling.
