Senior Manager - Retail Payment Operations

Key Responsibilities:

- Oversee daily operations related to NEFT, RTGS, IMPS, ACH, Wire Transfers (SWIFT), UPI, standing instructions, direct debits, and inward/outward remittances for retail banking business.

- Manage complex transaction workflows, exception handling, investigations, and reconciliations

- Ensure compliance with regulatory (RBI, FED, AML, OFAC, PSD2) and internal risk controls

- Drive operational readiness for volume spikes, business continuity, and audit preparedness

- Ensure on-time, accurate, and secure processing of all payment instructions

- Own and manage all SLAs, KPIs, and control metrics (TAT, AHT, error rates, STP rate, CSAT)

- Conduct root cause analysis (RCA) for operational failures or delays and lead resolution planning

Required Qualifications & Experience:

- 1015 years of experience in banking operations, with at least 5+ years managing payments operations at scale

- Proven expertise in retail payment systems: RTGS, NEFT, IMPS, ACH, wire transfers, and SWIFT

- Strong knowledge of banking compliance and regulatory reporting related to payments (AML, OFAC, RBI, FATF, etc.)

- Demonstrated success in managing SLAs/KPIs, audits, process controls, and stakeholder relationships