About the role:

To perform day-to-day payment operations activities for Business & Retails Banking customers, ensuring transactions are processed accurately, efficiently, and within agreed service levels. The role is responsible for payment processing, transaction verification, reconciliation, exception handling, and timely resolution of operational issues while maintaining strong risk and control standards.

Key Responsibilities

Payment Processing

• Process and verify business banking payment transactions in accordance with approved procedures and customer instructions.

• Handle RPP payments, fund transfers, GIRO and RENTAS instructions, and other applicable payment transactions.

• Ensure payments are processed within applicable cut-off times and service-level agreements.

• Perform maker/checker activities and transaction verification where required.

• Monitor payment queues and follow up on pending, rejected, or incomplete transactions.

Payment Investigation & Exception Handling

• Investigate rejected, returned, failed, or delayed payments and take appropriate corrective action.

• Handle payment recalls, amendments, cancellations, and payment-related enquiries.

• Liaise with internal teams and relevant payment service providers or correspondent banks to resolve payment issues.

• Escalate complex or unusual cases to the Senior Officer or Team Lead.

Reconciliation & Controls

• Perform daily reconciliation of payment transactions and investigate outstanding items or discrepancies.

• Ensure all transactions are properly accounted for and supporting documentation is maintained.

• Follow established operational controls, procedures, and segregation-of-duty requirements.

• Escalate operational risks, control gaps, and potential suspicious activities through the appropriate channels.

Customer & Stakeholder Support

• Support Relationship Managers, Customer Service, Product, Compliance, Finance, and other internal stakeholders on payment-related matters.

• Provide timely updates on payment status and investigations.

• Ensure business customer enquiries are handled professionally and within agreed turnaround times.

Process Improvement

• Identify recurring operational issues and suggest improvements to reduce errors and manual processing.

• Participate in system testing, process changes, product launches, and operational projects when required.

• Maintain up-to-date knowledge of payment processes, procedures, and relevant regulatory requirements.

Requirements

• Bachelor's degree in Banking, Finance, Accounting, Business, or related discipline.

• 1–3 years of relevant experience in banking operations, payment operations, transaction banking, or financial services.

• Basic knowledge of payment processing and settlement.

• Good analytical and problem-solving skills.

• Strong attention to detail and ability to work under time-sensitive conditions.

• Good communication and stakeholder-management skills.

• Good working knowledge of Microsoft Office, particularly Excel.

• Ability to work independently as well as part of a team.