Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? 

The primary responsibility of this position is to manage the day to day Operations for the ACH Investigations team. The individual will be in the management of the business deliverables and the team. The role/ position would also assume the responsibilities of shift manager and will report to the Senior Associate/VP of Investigations. The role may also include managing a team of around 6 to 8 people. The role involves close coordination and working with other client operations sites/various stake holders to ensure business goals and objectives are met. 

 

Job Responsibilities:

Provide overall supervision / leadership to the staff during the shift operating window.   Monitor and report shift and site/ shift performance.  Review staffing and volume trends to ensure the optimal capacity plan is in place.  Foster information sharing so that continuity of data exists within the site and across the business.  Develop an environment of continuous focus on quantifiable productivity and quality.  Constant and regular review of processes and performance with focus on improving departmental competency / performance rating.  Regular reviews of procedures assuring new processes are documented.  Identify business knowledge gaps and ensure everyone has ownership of deliverables.  Constant and regular review for direct reports.  Set expectations with direct reports, regarding positive motivation. Foster a culture of accountability.    Develop a team that is responsive to dynamic organizational and operational changes. Foster and champion High Performance Culture where people are empowered to make decisions that affect their work/environment. Review complex and aging inquiries which require a higher level of technical expertise, the escalation of risk items and customer issues. 

Required qualifications, skills and capabilities

Masters Degree (e.g. CA, ICWA, and MBA) with 3 years of post qualification experience in similar environment or Graduate with Minimum 6+years — Financial Operations Processing/Investigations experience, with a higher vintage and good team management experience in similar environment.  Experience and a good working knowledge of various aspects of ACH Operations & /or ACH Investigations. Working/Expert Knowledge of either ACH/SWIFT international payment conventions & practices is a must.  Good Interpersonal skills to be able to communicate internally & externally and at all levels. English language required.  Demonstrate leadership and people management skills. Demonstrate ability to build excellent business relationships within the site and across the business.   Proactive approach to problem solving, taking ownership of issues and committed to follow through. Escalate issues as appropriate.  Ability to use creative problem solving techniques to solve business issues. An acute client focus.  Proficiency in Computer, project management, and analytical skills.  Knowledge of MS Access, Excel, PowerPoint, and Word.  Experience of working / partnering with Risk, Audit and Compliance to ensure that the overall organizational objectives are met. Able to demonstrate Customer/Stakeholder focus by handling varied levels/ complexities of client contacts and issues.

Preferred qualifications, skills and capabilities

Prior Experience in Client and Third party banks investigations/Compensations for Multicurrency payments will be an added advantage

 

Shift Schedule: WHEM