Operations Analyst, Payments Servicing

About the role

The Operations Analyst – Payments Servicing ensures the accuracy, integrity and timely resolution of financial transactions. You will investigate failed, delayed, mis‑routed and high‑value payments, work closely with internal teams and external partners, and uphold regulatory and audit standards.

Key responsibilities

• Investigate and resolve failed, delayed, mis‑routed and high‑value payment transactions within agreed service levels.
• Analyse payment data to identify root causes, document findings and implement effective resolutions.
• Manage complex payment exceptions and escalations, collaborating with banks, clients and other stakeholders.
• Ensure all investigations comply with regulatory, compliance and audit requirements while maintaining detailed records.
• Monitor trends, conduct root‑cause analyses and recommend corrective actions to improve operational performance.
• Support and mentor team members by reviewing case quality and sharing best practices.
• Identify process gaps and automation opportunities, contributing to continuous improvement initiatives.

Required profile

• Strong knowledge of payment networks such as SWIFT, ACH, RTGS and NEFT.
• Solid understanding of end‑to‑end payment flows and transaction processing.
• Good grasp of regulatory and compliance requirements including AML, KYC, OFAC and data‑privacy standards.
• Proven experience investigating payment discrepancies and handling escalations.
• Ability to work an early‑morning shift (4 AM login) and maintain high attention to detail.

Required skills

• SWIFT
• ACH
• RTGS
• NEFT
• AML
• KYC
• OFAC
• Data privacy