Take a lead role in acquiring, managing and retaining meaningful relationships that deliver outstanding experience to our customers. In this role, you will balance your focus on business results by offering options and finding solutions to help our customers with issues.

Job Summary:

As a Payment Lifecycle Associate within our global team, you will have the primary responsibility to monitor and maintain various application infrastructures. You will act as a single point of contact for our Line of Business and external service providers for all applications and connectivity related issues. You will escalate all issues and alerts to the incident manager to remediate and resolve incidents with minimal business impact. This role requires flexibility for WHEM shift and a 24/7 function. You will also have the opportunity to oversee the team as a manager and manage the day to day operations.

• Fully understand the current Swift architecture and infrastructure, and assess the impacts on the business caused by disruptions to message/transaction flows.
• Ensure all systems and queues are monitored across all platforms. Investigate all alerts and take the necessary action.
• Open and initiate Service Centre tickets.
• Identify and escalate any issues via the incident management process, and participate in incident calls by providing facts, impacts, and details from an operations perspective.
• Participate in business requirement activities and ensure all monitoring tasks are considered for automation. Provide coaching and development by performing training on new and existing procedures.
• Carry out training of new starters following the agreed training program and complete the necessary scorecards to record progress and keep management informed.
• Support any testing activities and implementation events as required.
• Take ownership of all Standard Operating Procedures (SOPs) and create new documents where appropriate. Work as part of a global team and manage the team, staffing, and overall daily activities.

• Min 8 years of experience in operations and good understanding of payments.
• Experience in People management/supervisory role, managing performance, recruitment, training and employee engagement strategies.
• Experience of working as part of a Global team. Advanced experience using Microsoft Office, including Excel, Visio, PowerPoint and any business intelligence tools.
• Ability to motivate, mentor and develop team members. Excellent written & oral communication skills.
• Good Interpersonal skills to be able to communicate internally & externally and at all levels.
• A proactive approach to problem solving, taking ownership of issues and having the determination to follow through. Escalate issues as appropriate.
• Ability to use creative problem solving techniques to solve business issues. Flexible with WHEM (US) and 24X7 shifts and be flexible as per business needs. Mandatory Saturday and Sunday working.
• Work schedules might vary and you must be willing to work in schedules.