Sr. Client Payment Liaison Consultant, Global Banking
On-siteBengaluru, Karnataka, India
Job Summary
Serve as the senior payments servicing expert for complex client payment inquiries and investigations, acting as advisor to internal stakeholders on high-risk, time-sensitive, cross-border payment issues. Lead resolution of critical cases by liaising with Payment Operations, Technology, Sanctions, and Relationship Management teams while analyzing SWIFT messages and routing details. Create procedures, develop training materials, and establish best practices for payment investigations in collaboration with management. Identify trends in client inquiries to recommend operational, process, or product enhancements and drive service improvements to boost inquiry resolution times and client satisfaction. Partner with Product, Technology, Risk, and Operations teams to implement client experience improvements and mentor consultants across the team. Maintain awareness of industry developments, including ISO 20022 migration, and build relationships with partners across the payments ecosystem.
Required Qualifications
- Operates independently and possesses extensive knowledge of payment servicing, payment investigations, SWIFT messaging, correspondent banking, and institutional client servicing
- Serves as the subject matter expert for complex payment-related matters
- Provides comprehensive consulting and technical expertise across the Payments Client Services function
- Handles the most complex client situations
- Maintains awareness of industry developments, evolving payment technologies, and regulatory changes impacting payment processing and client servicing
- Serve as the senior payments servicing expert for complex client payment inquiries and investigations
- Act as advisor to internal senior stakeholders regarding payment-related client issues
- Lead resolution of high-risk, high-value, time-sensitive, and cross-border payment investigations
- Partner with management to define service metrics and monitor team performance against service standards
- Establish best practices for payment investigations
- Analyze and interpret SWIFT messages and payment routing details
- Act as the primary payment servicing advisor for key institutional client relationships
- Partner with Product, Technology, Sanctions, Risk, and Operations teams to identify and implement client experience improvements
- Drive service enhancements to improve inquiry resolution times, client satisfaction, and operational effectiveness
- Develop servicing standards, operating procedures, training materials, and best practices
- Mentor consultants and provide technical guidance across the team
- Maintain awareness of industry trends, including SWIFT standards, ISO 20022 migration and market infrastructure changes
- Build and maintain relationships with internal and external partners across the payments ecosystem
- Ability to influence stakeholders without direct authority
- Ability to manage highly sensitive, time-critical client situations
- Strong presentation and client meeting facilitation skills
- Advanced knowledge of: SWIFT MT and ISO 20022 messaging
- Advanced knowledge of Cross-border payment processing and FX transfers
- Advanced knowledge of Wire transfer investigations
- Advanced knowledge of Payment operations workflows
- Advanced knowledge of Compliance considerations impacting payments
- Strong understanding of institutional client servicing models
- Excellent communication and stakeholder management skills
- Ability to consult with senior management and influence decisions
- Strong analytical, problem-solving, and process improvement capabilities
- Working knowledge of funds industry
- 8+ years of related payments, banking operations, correspondent banking, or institutional client servicing experience
- Demonstrated expertise resolving complex payment investigations and servicing issues
- Experience interacting directly with institutional clients and senior stakeholders
- Proven ability to influence change and drive process improvements
- Late EMEA or US shift depending on the need of the role
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