Job Description:
- Provide strategic leadership and guidance to the Payment Investigations team, ensuring efficient and effective resolution of all payment-related queries.
- Experience in performance management, coaching, mentoring, and developing team members.
- Strong understanding of process metrics, volume management, capacity planning, productivity management, and SLA/KPI management. Proven client management and stakeholder management capabilities.
- Experience in conducting regular performance reviews, goal setting, and creating development plans for team members.
- Ability to handle escalations, customer complaints, and critical operational issues with appropriate resolution and communication.
- Strong people leadership skills, including employee engagement, motivation, retention, and succession planning.
- Experience in hiring, onboarding, and training new team members.
- Demonstrated ability to manage multiple priorities in a fast-paced environment while ensuring service delivery targets are consistently achieved.
- Strong decision-making and problem-solving skills with a focus on operational excellence and customer experience.
- Ability to drive continuous process improvement, identify operational gaps, and implement efficiency initiatives.
- Strong knowledge of risk and control frameworks, compliance requirements, and operational governance.
- Experience in preparing and presenting MIS, business reviews, and operational performance reports to senior management and clients.
- Ability to effectively manage conflicts, disciplinary matters, and employee relations issues while maintaining a positive team environment.
Criteria:
- Any Graduate or Postgraduate degree.
- 15+ years of hands-on experience in Payment Investigations
- Team Management experience, including managing a team of at least 15+ members.
- Strong communication and stakeholder management skills.
- Automation experience in Payment Investigations processes.
- Knowledge of controls and risk elimination strategies in banking operations.
Shifts timings:
- Between 10am to 10pm.
Skills Required
- Graduate or Postgraduate degree
- 15+ years of hands-on experience in Payment Investigations
- Team management experience managing at least 15+ members
- Experience in performance management, coaching, mentoring, and developing team members
- Strong understanding of process metrics, volume management, capacity planning, productivity management, and SLA/KPI management
- Strong communication and stakeholder management skills
- Automation experience in Payment Investigations processes
- Knowledge of risk and control frameworks, compliance requirements, and operational governance
- Experience preparing and presenting MIS, business reviews, and operational performance reports to senior management and clients
- Ability to handle escalations, customer complaints, conflicts, and disciplinary matters
Hexaware Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hexaware Technologies and has not been reviewed or approved by Hexaware Technologies.
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Healthcare Strength — Feedback suggests health insurance is a standout element, often described as strong and comparable or better than many employers. Medical coverage and related protections are repeatedly highlighted as reliable pillars of the package.
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Parental & Family Support — Parental leave options, including extended paid leave in some locations, are offered and seen as valuable for family needs. Feedback suggests these policies complement core medical coverage for a more complete family safety net.
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Wellbeing & Lifestyle Benefits — Wellbeing resources such as an Employee Assistance Program, wellness initiatives, on-site gyms, and engagement activities provide lifestyle support. These offerings are reinforced by flexible work options and shift-related extras where applicable.
Hexaware Technologies Insights
What We Do
At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 40+ offices across 19 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner. Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
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