Payment & Channels Head

Job Title - Head - Payments & Channels

Experience - 10 Years

Departments - Payments & Channels

Location - Kandivali (W). Mumbai.

Qualification & Skills -

-Bachelor's degree in Business Administration, Finance, IT, or a related field; MBA or equivalent advanced degree preferred.

- Minimum of 10 years of experience in banking, with a focus on payments and digital channels.

- Strong understanding of payment systems, digital banking technologies, and regulatory requirements.

- Proven leadership experience with the ability to manage and motivate teams.

- Excellent strategic planning, problem-solving, and decision-making skills.

- Strong communication and interpersonal skills to effectively collaborate with internal and external stakeholders.

- Proficiency in data analysis and performance metrics to drive improvements.

Job Purpose -

The Head - Payments & Channels will be responsible for the strategic leadership and operational management of the Payments & Channels department. This role encompasses the development, implementation, and optimization of all payment solutions and digital channels to enhance customer experience and drive business growth. The position also involves overseeing a wide array of services, including card management, internet and mobile banking, cheque processing, electronic funds transfer, ATM operations, and fraud risk management and managing escalations.

Key Responsibilities:

1. Strategic Leadership:

- Develop and execute the strategic roadmap for the Payments & Channels department in alignment with the bank's overall objectives.

- Identify and leverage new opportunities in the payments and digital channels landscape to maintain a competitive advantage.

- Ensure compliance with regulatory requirements and manage risks associated with payment systems and channels.

2. Card Management:

- Oversee end-to-end card management, from issuance to hot listing.

- Handle disputes, complaints, frauds, and reporting related to card services.

3. Internet Banking & Mobile Banking:

- Oversee channel management for internet and mobile banking.

- Manage complaints and transaction disputes.

- Collaborate with vendors to implement new features and track progress until completion.

4. CTS & NACH:

- Oversee daily inward/outward CTS and NACH processing.

- Manage operational queries related to cheque and NACH processing.

- Handle disputes and complaints related to cheque transactions.

5. NEFT & RTGS:

- Supervise inward/outward processing of NEFT and RTGS transactions.

- Manage disputes and complaints related to NEFT and RTGS processing.

6. ATM & BNA:

- Monitor ATM and BNA usage to ensure high uptime.

- Coordinate with vendors/OEMs for second-level support.

7. UPI & IMPS:

- Oversee channel management and ensure high uptime.

- Handle transaction-related queries and manage disputes and complaints for UPI and IMPS transactions.

8. Reconciliation:

- Ensure day-to-day reconciliation of transactions across ATM, CTS, NACH, NEFT, RTGS, UPI, and IMPS channels.

- Manage transaction dispute resolution for these channels.

9. Fraud Risk Management:

- Monitor digital channels for fraud risks and implement mitigation strategies.

- Analyze fraud trends and report digital fraud transactions to the concerned authorities.

10. Vendor and Stakeholder Management:

- Manage relationships with external vendors, partners, and service providers to ensure high-quality service delivery.

- Negotiate contracts and agreements to secure favorable terms for the bank.

11. Project Management:

- Explore new digital channels and implement them for the bank.

- Lead and oversee projects related to the enhancement and implementation of payment and channel services.

- Ensure projects are completed on time, within scope, and within budget.

12. Marketing & Channel Promotion:

- Develop and implement marketing strategies to promote the bank's payment and channel services.

- Enhance the visibility and usage of these services.

13. Compliance and Reporting:

- Ensure compliance with regulatory guidelines and internal policies.

- Prepare and submit periodic reports to internal and external stakeholders.

- Review and update departmental policies and processes regularly.

14. Service Enhancement & Optimal Utilization of Channels:

- Continuously monitor and improve the performance and uptime of all payment channels.

- Implement enhancements to service offerings based on customer feedback and industry trends.