Lead Associate - Transactional Quality - Payment Operations - REF88317M_2025209450

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.

Domain :

Sub- Worktype

Payment Ops

ACH IATs Process

Payment Ops

ATM Bankcard Maintenance - Reg E Disputes Bankcard 2025 with API Functionality with Online Process

Payment Ops

Dispute Processing

Payment Ops

ACH Process Steps

Payment Ops

ACH Posting Rejects Process

Payment Ops

ACH Returns Process

Payment Ops

ACH Reversals Process

Payment Ops

Reclamations Process

Payment Ops

Bankcard Process Steps

Payment Ops

ATM Bankcard Maintenance - Decedent Customer Report Process

Payment Ops

ATM Bankcard Maintenance - Limit Increases Process

Payment Ops

ATM Bankcard Maintenance - Product (Account) Type Changes Process

Payment Ops

ATM Bankcard Maintenance - New Card Ordering Review (QC) Process

Payment Ops

ATM Bankcard Maintenance - Placing Travel Exemptions Process

Payment Ops

ATM BC Rtn Item Working Recon Job Aid

Payment Ops

ATM in Process GL Review for Weekly Settlement

Payment Ops

ATM Term Recon Review

Payment Ops

EPOC EF8030P1

Payment Ops

GC Reconcilement

Payment Ops

IC 10F-IE57 Job Aid

Payment Ops

IE59 Adjustment Report

Payment Ops

Travel Exemptions

Payment Ops

Decedent Report

Payment Ops

Bankcard Support Procedure Manual

Payment Ops

New Account Review Process

Payment Ops

Claiming a Task in FSC

Payment Ops

Reg E Disputes Current State Process

Payment Ops

Stop Payment Process

Payment Ops

ACH Onboarding Process

 

The Payment Operations Lead Coach will serve as the primary expert for Banking Payment Operations. This role is responsible for driving operational excellence, ensuring compliance with regulatory requirements, and coaching team members to achieve high performance standards. The SME will act as a knowledge resource, provide process improvements, and support strategic initiatives to enhance customer experience and operational efficiency. The ideal candidate will possess expertize in Payment Operations including but not limited to executing and supporting payment-related processes like fund transfers, reconciliation, fraud monitoring, customer disputes and client servicing. Has experience in wire transfers, ACH transactions, real-time payments, adjustments and reconciliation requirements. The role demands accuracy, attention to detail, and a customer-centric approach to support internal teams and clients.

Key Responsibilities:

• Serve as the go-to expert for all payment operations processes, including fund transfers, customer disputes, reconciliations and client servicing.
• Stay updated on banking regulations, compliance requirements, and industry best practices.
• Actively process complex or high-priority cases to ensure operational accuracy and maintain hands-on expertise

• Mentor and coach team members to build domain expertise and improve performance.
• Conduct training sessions and workshops on deposit operations and compliance standards.
• Ensure adherence to U.S. regulatory guidelines

• Identify gaps and implement process improvements to enhance efficiency and accuracy.
• Collaborate with cross-functional teams to streamline workflows and reduce operational risks.

• Ensure adherence to internal policies, regulatory guidelines, and audit requirements.
• Monitor key performance indicators and implement corrective actions where needed.

• Act as a liaison between Operations, Training and Quality teams.
• Provide expert input for system enhancements and automation initiatives.
• Engage with line manager and clients to review, clarify, and deliver operational commitments, ensuring alignment with agreed service levels and timely resolution of queries

 

 

Required Skills & Qualifications:

• Bachelor’s degree (preferred in Commerce, Finance, or related field).
• 3+ years of experience in banking operations with a strong focus on Payments.
• Experience in performing quality audits, training, process documentation and reporting.
• Strong leadership and coaching skills with experience in team development.
• Excellent communication, analytical, and problem-solving abilities.
• Proficiency in banking systems and MS Office tools.
• Ability to work in a fast-paced, detail-oriented environment.

 

Work Schedule & Flexibility:

• The role requires flexibility to work in U.S. night shifts to support business operations aligned with client time zones.
• Must be adaptable to handle multiple sub-processes, stepping in wherever required to meet client expectations and ensure seamless service delivery.

 

Bachelor's Degree