Payment Operations - Investigation

Job description

WHO WE ARE: As Singapore’s longest established bank, we have been dedicated to enabling individuals and businesses to achieve their aspirations since 1932. How? By taking the time to truly understand people. From there, we provide support, services, solutions, and career paths that meet their individual needs and desires. Today, we’re on a journey of transformation. Leveraging technology and creativity to become a future-ready learning organisation. But for all that change, our strategic ambition is consistently clear and bold, which is to be Asia’s leading financial services partner for a sustainable future. We invite you to build the bank of the future. Innovate the way we deliver financial services. Work in friendly, supportive teams. Build lasting value in your community. Help people grow their assets, business, and investments. Take your learning as far as you can. Or simply enjoy a vibrant, future-ready career. Your Opportunity Starts Here. ey Responsibilities Strategic Leadership Provide visionary leadership to the payment investigation team, aligning team goals with organizational objectives. Develop and implement strategic initiatives to enhance payment investigation processes and operational effectiveness. Mentor and develop team members to build a high-performing and motivated workforce. Oversight & Governance Ensure robust governance frameworks are in place for payment investigations, including adherence to policies, procedures, and regulatory standards. Monitor compliance with internal controls and external regulatory requirements. Oversee the management of exceptions and escalations to mitigate operational and reputational risks. Stakeholder Management & Collaboration Build and maintain strong relationships with internal stakeholders such as Compliance, Risk, IT and Customer Service team. Liaise with external partners including banks, payment networks, and regulatory bodies to facilitate issue resolution and compliance. Act as a senior escalation point for complex payment investigation matters. SLA & Performance Management Define, monitor, and manage service level agreements (SLAs) and key performance indicators (KPIs) for the payment investigation team. Analyze team performance data and implement corrective actions to meet or exceed SLA targets. Drive accountability and continuous improvement through performance reviews and feedback. System & Technology Strategy Collaborate with IT and transformation team to design and implement system enhancements that improve investigation workflows and automation. Ensure effective system monitoring and timely escalation of technical issues impacting payment processing. Reporting & Risk Analysis Oversee the preparation of regular and ad-hoc reports on payment investigation metrics, trends, and risk assessments for senior management. Analyze investigation data to identify systemic issues and emerging risks. Provide actionable insights to support risk mitigation and strategic decision-making. Process Improvement & Innovation Lead initiatives to streamline payment investigation processes, reduce manual interventions, and enhance operational efficiency. Foster a culture of innovation by encouraging the adoption of best practices and new technologies. Implement change management strategies to support process improvements. Audit & Regulatory Compliance Coordinate with internal and external auditors to support audit activities related to payment investigations. Ensure timely remediation of audit findings and compliance gaps. Stay abreast of regulatory changes affecting payment operations and update policies and procedures accordingly. Customer Service & Issue Resolution Ensure prompt and effective resolution of payment-related customer issues and complaints. Maintain a customer-centric approach while balancing operational and compliance requirements. Qualifications Bachelor’s degree in Banking & Finance, Business Administration, Accounting, or a related field or relevant advanced degree preferred. Minimum 5-7 years of experience in remittance operations, payments investigation and processing, with at least 2 years in a leadership role. Proven ability to lead teams, manage SLAs, and drive operational excellence. Excellent stakeholder management and communication skills. Experience with payment investigation tools, data analytics, and reporting platforms. Strong problem-solving, analytical, and decision-making capabilities. Ability to manage multiple priorities in a fast-paced environment. What we offer: Competitive base salary. A suite of holistic, flexible benefits to suit every lifestyle. Community initiatives. Industry-leading learning and professional development opportunities. Your wellbeing, growth and aspirations are every bit as cared for as the needs of our customers.