Lead Payment Investigator

Job Description

Assistant Manager – Operations – Remittance Enquiries | Mashreq

The Tone:
This is a key leadership role at Mashreq, a leading financial institution dedicated to delivering comprehensive banking products and services. This position is crucial for managing high-value payment investigations, ensuring regulatory compliance, mitigating financial risk, and upholding the bank’s reputation through meticulous resolution of complex remittance enquiries. The role is vital for maintaining smooth remittance flows and supporting operational excellence.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – Bengaluru, Karnataka, India
• Team: Operations – Remittance Enquiries, leading a team of investigators
• Mission: Act as the single point of accountability for high-risk, high-value payment investigations, ensuring end-to-end ownership until final resolution.
• Tech Stack: ISO 20022 (pacs.008/pacs.009), legacy MT, PRISM

What You’ll Actually Do
• Oversee High-Value Investigations: Act as the single point of accountability for high‑risk, high‑value payment investigations, ensuring end‑to‑end ownership until final resolution specifically for London payments.
• Lead Critical Case Management: Lead time‑critical investigations that carry potential regulatory, reputational, or financial impact, giving priority to cases requiring Central Bank and senior management visibility.
• Provide Expertise and Mentorship: Serve as a subject‑matter expert for complex ISO 20022 (pacs.008/pacs.009) and legacy MT investigations, while also mentoring junior investigators.
• Drive Operational Efficiency and Quality: Perform Quality checks for CPC processes, publish Daily, Weekly & Monthly MIS and dashboards, and analyze recurrent queries to suggest process improvements.
• Enhance Process Automation and Problem Resolution: Develop mechanisms to fast track identification of queries from processing errors, work with operations and client services to resolve issues, and ensure E2E processes are improved through automation/digitalization initiatives.

The Must-Haves
• Background: A graduate with at least 7-8 years of diversified experience in banking operations, covering a wide range of banking products and services.
• Experience: Proven expertise in banking processes and systems, demonstrating end‑to‑end knowledge of payment investigation messages including returns of funds, unable‑to‑apply cases, amendments, BCNR, recalls, RFIs, and back‑valuation scenarios across correspondent banking.
• Skills:
– Strong analytical, communication, and presentation skills.
– Comprehensive awareness of Compliance, AML, and Regulatory Requirements.
– Effective decision-making and conflict-handling capabilities.
– Proficiency in maintaining a strong working knowledge of both outward and inward remittance flows for accurate investigation and resolution.
• Bonus: Conversant with in-house operating systems and possessing good computer skills for process understanding.