Payment Lifecycle Associate I - Investigations (EMEA)

Lead a team that keeps critical payment investigations moving every day. In this role, you’ll supervise shift delivery, manage complex inquiries, and drive measurable improvements in quality and productivity. You’ll coach and develop a team while partnering with other operations sites to deliver business targets. If you enjoy leading through change and building a strong team culture, this is a great opportunity to grow your impact.

As a Payment Lifecycle Associate I in the Payments Investigations Function, you will lead day-to-day operations by supervising shift execution, managing business deliverables, and developing a team of 12 to 18 people. You will monitor performance, plan capacity, and review complex and aging inquiries while escalating risk items and client issues as needed. You will partner closely with other operations sites and internal stakeholders to meet service targets through strong leadership, controls, and continuous improvement.

Job responsibilities

• Supervise shift execution and provide leadership to ensure deliverables are completed accurately and on time.

• Monitor and report shift and site performance using agreed productivity and quality measures.

• Review staffing and volume trends and maintain an effective capacity plan.

• Promote information sharing to support continuity across the site and the broader business.

• Drive a continuous focus on measurable productivity and quality.

• Review processes and performance regularly and implement actions to improve team capability and results.

• Maintain procedures by ensuring new and updated processes are documented and followed.

• Identify knowledge gaps and ensure clear ownership of deliverables across the team.

• Set expectations and coach through accountability, motivation, and consistent performance feedback.

• Build a responsive team culture that adapts to dynamic operational change and empowers decision-making.

• Review complex and aging inquiries and escalate risk items and client issues appropriately.

Required qualifications, capabilities, and skills

• Hold a master’s degree and have 3 years of post-qualification experience in a similar operations environment or hold a graduate degree and have 6 years of experience in financial operations processing or investigations with team leadership experience.

• Demonstrate working knowledge of international payment processing operations and investigations or compensations processes.

• Demonstrate working knowledge of SWIFT and international payment conventions and practices.

• Demonstrate strong interpersonal skills and ability to communicate effectively at all levels, internally and externally.

• Demonstrate excellent written and oral communication skills in English.

• Demonstrate leadership and people management skills, including coaching and team development.

• Demonstrate ability to build strong working relationships within the site and across the business.

• Demonstrate a proactive approach to problem solving, including ownership through resolution and appropriate escalation.

• Demonstrate project management and analytical skills.

• Demonstrate proficiency in Microsoft Access, Excel, PowerPoint, and Word.

• Demonstrate experience partnering with risk, audit, and compliance teams to meet organizational plans.

Preferred qualifications, capabilities and skills

• Demonstrate experience supporting investigations or compensations for multi-currency payments involving clients and third-party banks.

• Demonstrate experience handling varied levels of client and stakeholder contacts and resolving complex issues.