Platform Solutions - Enterprise Partnerships - Payments & Reconciliation - Vice President - Bengaluru
- Bangalore, Karnataka
- Permanent
- Full-time
- Transaction Banking, a cash management and payments platform for clients building a corporate treasury system
- Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers
- Merchant Point-of-Sale Lending, a platform that provides custom credit financing for home improvement merchants to offer directly to their customers
- ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds
- Direct management in the day-to-day back-office operations processes and applications.
- Provide customer servicing, including credit card payment issue remediation, reconciliations, exception handling, regulatory inquiries, account updates and special handling cases, all with the ability to design and deliver world class servicing experiences.
- Collaborate with Delivery Solutions VP, technology, and process engineering teams to design best in class customer experience platforms and processes as well as the underlying agent facing and customer facing systems that deliver these experiences.
- Monitor the health of different Payment channels including Checks, wires and ACH processes.
- Manage the suspense risk for the Consumer business across product lines.
- Timely remediation of issues across Payment workflows, money movements and reconciliations for Marcus business.
- Identify process improvements by performing root cause analysis and address them. Raise awareness, track next steps, partner with technology to address the risks and build for scale
- Engage with product teams on strategic priorities for Marcus growth initiatives
- Engage with partners and vendors to maintain the health of Marcus businesses
- Handle issues, escalations, identify risks and follow up on remediations across credit card Payments and reconciliation stack for Marcus businesses across product lines.
- Ensure proper lines of communication with both senior management, Delivery solutions peers, Legal/ Risk/ Compliance and both internal/ external technology teams
- Track productivity and OKRs (Objectives & Key Results) for the Payments, Reconciliations & Money Movement team.
- Provide ongoing coaching and support of leaders within Marcus Delivery Solutions.
- Active engagement / contribution to onsite support and employee engagement initiatives in the Hyderabad Operation site.
- Bachelor's degree
- 12 year and above experience in an operations environment
- Microsoft office skills desired
- Knowledge in credit card payment reconciliations and credit card dispute management
- Broad based knowledge of all aspects of contact center servicing, back-office operations, investigation /resolution/reconciliation processes, including applicable regulatory requirements.
- Ability to identify risks and address risks surrounding ACH, Lockbox, Bill Pay, Debit/Credit network settlement processing or similar procedures. 20%
- Books and records knowledge, Payment's expertise (including NACHA certification) and workflows to manage Marcus Operations, risks and controls. 20%
- Accounting expertise preferred for reconciliation function (accounting or FP&A background)
- Ability to execute back office operational strategy for digital products. Ability to communicate effectively with operations leadership, as well as junior contact center agents. 10%
- Ability to lead diverse teams across multiple geographies. 10%
- Ability to execute back office operational strategy for digital products. 15%
- Ability to establish and maintain a culture of risk management and compliance while delivering a world class customer experience in a contact center operation. 15%
- Experience in delivery of digital self-servicing tools that prevent excessive contact center calls and proactively resolve customer servicing issues. 10%