Alternative Payments POD Operations team is part of Commercial and Investment Banking Digital & Platform Services (D&PS) that provides operations support to clients on innovative payment products globally and provides 24 X 7 coverage. Operations teams develop and manage innovative, secure service solutions to meet clients’ needs globally. Developing and using the latest technology, teams work to deliver industry-leading capabilities to our clients and customers, making it easy and convenient to do business with the firm. Teams also drive growth by refining technology-driven customer and client experiences that put users first, providing an unparalleled experience.

As a Payment Lifecycle Associate I within the Payments team, you will be supporting new digital payment products which are in early stages of development to ensure business processes and eventual issues are properly managed from an operational standpoint since new product inception until scalable size of operation. This unit will be the central operations contact for client escalations, exception processing following highest control standards while ensuring exception client experience, especially during pilots post new product launch.

Job responsibilities:

• Identify project stakeholders and establish customer needs to incorporate functionality into or alternative Operations ownership solutions.
• Create process models, specifications, diagrams and flows.
• Identifies and establishes parameters of requirements analysis on each project to define impact, outcome criteria, and metrics.
• Execute day-to-day operational activities to ensure adequate operational performance measured through key indicators, data analytics, reporting and other operational controls
• Handle end-to-end ownership of operational support for products in scope of the unit, including issue management, escalations and engagement with internal business partners to trouble shoot issues and define remediation
• Maintain close interaction with Client Service teams to ensure proper client experience and hand-offs between Service and Operations
• Partnering with internal departments to scale operating model for new products growth as business initiatives attracts new clients and/or growth of existing client base
• Maintain strong discipline to onboard new activities into the unit in partnership with multiple project and control groups ensuring proper operational readiness for go live
• Develop subject matter expertise of new products, business processes and application flows to proper management changes, issues and other support needs
• Execute and maintain strong controls in close partnership with internal functions and in accordance with company policies and regulatory changes
• Maintain shift and leave tracker for the team. Lead team to ensure high level of quality with zero error

Required qualifications, skills and capabilities:

• 8+ years of experience of Payments, Cash, Treasury Operation dealing with operational process, controls and problem solving
• Exposure to SWIFT workflows is required to effectively execute the expectations of the role
• Excellent analytical, mathematical, and problem-solving skills
• Strong listening, interpersonal, written, and oral communications skills with the ability to effectively communicate issues and results to management
• Strong understanding of Windows office system and ability to do excel analysis with large amounts of data
• Data-driven who can synthesize key insights, utilize data points to communicate with senior management in an effective way
• Demonstrated communication and diplomacy skills to work cross-organizationally to influence others, drive results/change and implement projects/processes
• Demonstrated success in manage fast changes and adapt to new business initiatives. Business acumen and commercial market awareness
• Position requires 24x7 support, with some work happening off-hours via remote access and mobile phone; flexible for any shift which involves weekend working and rotational shifts (Candidate will work for 5 days in a week)
• Requires heavy interaction with Product Management, Project Managers and IT teams

Preferred qualifications, skills and capabilities:

• Experience in global payments is desirable, with understanding of accounting and money move processes
• Experience in project management, business and technical requirements analysis, and methodology development