Payment Lifecycle Manager II - Investigations - EMEA

Job Description :

Lead a high-impact investigations operation that supports clients around the clock. In this role, you'll manage a large team, keep service and transaction processing on track, and drive measurable improvements in quality and productivity. You'll partner with global leaders, stay close to key metrics and risk drivers, and help position the team for what's next.

As a Payment Lifecycle Manager II in Investigations, you will lead day-to-day operations in a 24x7 environment that supports global cash operations across regions. You will manage a team of 19 to 30 staff members delivering transaction processing, client service, and investigations for client and third-party bank inquiries. You will oversee performance, capacity planning, and risk and control focus areas while partnering with global stakeholders to meet service targets and financial plans.

Job responsibilities

• Lead day-to-day investigations, transaction processing, and service delivery to meet client commitments with timeliness and accuracy.
• Manage a team of 19 to 30 staff members, including coverage planning to support a 24x7 operating model.
• Drive measurable productivity and quality outcomes through clear goals, monitoring, and continuous improvement.
• Review processes and performance regularly and implement actions to strengthen team capability and results.
• Maintain procedures by ensuring new and updated processes are documented and followed.
• Identify business knowledge gaps and ensure clear ownership of deliverables across the team.
• Partner with global location leaders to align execution, priorities, and service outcomes.
• Monitor management information and key metrics and ensure issues are resolved quickly and effectively.
• Set expectations with direct reports and coach through accountability, motivation, and role-model leadership.
• Build a team culture that adapts quickly to operational and organizational change.
• Own performance management and talent review processes for the team.

Required qualifications, capabilities, and skills

• Hold a graduate degree and have 7 years of experience working in a financial institution.
• Demonstrate experience leading teams in an operations environment with high-volume service delivery and time-sensitive commitments.
• Demonstrate experience managing performance through metrics, including productivity and quality measures.
• Demonstrate ability to drive process improvement, including documenting procedures and strengthening operational discipline.
• Demonstrate strong stakeholder management skills, including partnering with global leaders and peer teams.
• Demonstrate ability to manage risk awareness and control focus areas in daily operations.
• Demonstrate strong communication and people leadership skills, including coaching and setting expectations.
• Demonstrate ability to plan staffing and manage capacity to meet service targets.

Preferred qualifications, capabilities and skills

• Hold a master's degree or professional qualification (for example, MBA, CA, or ICWA) and have 5 years of post-qualification experience.