Assistant Manager - Technology\..IBG & Ops- Payment Gateways

• Ensure accurate and timely processing of cross-border payment transactions in accordance with internal SLAs and regulatory requirements.
• Monitor payment queues and proactively resolve exceptions, investigations, and customer inquiries related to international remittances.
• Coordinate with internal teams (Compliance, Treasury, Operations) and external counterparties (correspondent banks, service providers) to facilitate smooth transaction flow.
• Support reconciliation and reporting activities to ensure financial accuracy and audit readiness.
• Assist in the implementation of new processes, system upgrades, and compliance initiatives such as ISO 20022 and FATF-related changes.
• Maintain and update standard operating procedures and ensure adherence to internal controls and risk guidelines.
• Escalate and follow up on operational issues to ensure timely resolution and minimal customer impact.
• Contribute to continuous improvement by identifying process gaps and proposing automation or efficiency measures.
• Support training and knowledge-sharing initiatives within the team to build domain expertise.
• Ensure customer satisfaction through prompt and professional handling of payment-related issues.

• Operates in a high-volume, deadline-driven cross-border payments environment.
• Requires strict adherence to international regulatory and compliance standards.
• Involves working with systems such as SWIFT, Flexcube, screening tools, and reconciliation platforms.
• Role may require extended or flexible hours during cut-off periods or operational incidents.
• Continuous coordination with internal departments and external partners is essential.
• Strong focus on operational accuracy, risk mitigation, and timely transaction execution.
• Functions within bank's internal policies, SOPs, and compliance guidelines.
• Must adhere to regulatory requirements including AML, OFAC, FATF, and central bank directives.
• Handles routine operational decisions independently within defined authority limits.
• Escalates high-value transactions, system failures, and regulatory exceptions to appropriate stakeholders.
• No direct authority over policy-making but responsible for enforcing operational compliance.
• Bound by audit standards, risk protocols, and information security measures.
• Interacts with correspondent banks and international clearing partners for transaction resolution.
• Coordinates with external vendors (where applicable) for technical support or managed services.
• Indirect interaction with regulators through compliance and reporting mechanisms.
• Identifies and resolves discrepancies or failures in cross-border transactions by performing root cause analysis and coordinating with relevant internal and external stakeholders.
• Handles payment exceptions, rejections, and delays by taking timely corrective actions and ensuring minimal impact to customers and business operations.
• Interprets regulatory and operational requirements to implement compliant and practical solutions in processing workflows.
• Escalates critical issues with appropriate justification while recommending potential solutions or workarounds.
• Collaborates with IT and system support teams to troubleshoot system-related issues impacting transaction processing or compliance screening.
• Continuously analyses trends in operational errors or customer complaints to recommend process improvements or automation opportunities.
• Proactively monitors transaction queues, flagging irregularities and taking preventive measures to avoid service disruptions.
• Applies domain knowledge and judgement to assess non-standard or complex cases and determine the most suitable resolution path.
• Sound understanding of cross-border payments, SWIFT standards (MT and ISO 20022), and payment settlement cycles.
• Familiarity with regulatory and compliance requirements (AML, OFAC, FATF) applicable to international payments.
• Knowledge of banking operations, correspondent banking, and foreign exchange principles.
• Working knowledge of payment systems (e.g., SWIFT, Flexcube, Finacle, or other core banking platforms).
• Awareness of industry best practices and evolving global payment trends (e.g., GPI, instant payments, RTP).
• Strong analytical and problem-solving skills to resolve payment exceptions and operational issues.
• Attention to detail and accuracy in handling high-value and time-sensitive transactions.
• Excellent communication and coordination skills for engaging with internal teams and external partners.
• Proficient in MS Office tools (Excel, Word, Outlook); familiarity with reconciliation tools and workflow systems.
• Ability to prioritise tasks, manage pressure, and meet strict regulatory and cut-off deadlines.
• Process-oriented mindset with continuous improvement and automation awareness.
• 10+ years of relevant experience in banking operations, specifically in cross-border payments or remittances.
• Hands-on experience with SWIFT operations, payment screening tools, and exception management.
• Exposure to regulatory reporting and audits related to payments processing.
• Experience working in a shared services or centralized operations environment is preferred.
• Demonstrated track record of supporting process improvements or system enhancements.

Mashreq Bank