Operations Officer - Payments Investigations
At a Glance
- Category
- 🏦 Finance & Banking
- Level
- Mid-Level
- Type
- Full-time
Don't Risk It
- Scan your CV for errors before ADIB sees it
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
Role: Operations Officer - Payments Investigations
Location: Abu Dhabi
Role Purpose:
Payment Investigation Officer is responsible for ensuring the accurate, timely, and secure processing of financial transactions by identifying, resolving, and preventing payment-related issues. The role safeguards both the bank and its customers from financial loss, operational risks, and regulatory breaches.
Acting as a contact point between payment department and correspondent banks/internal Business Units (BU) to clarify all issues related to payments.
Key Accountabilities of the role
1. Payment Investigation & Resolution
- Investigate failed, delayed, rejected, duplicated, or misrouted payments across all channels (SWIFT, RTGS, ACH, internal transfers, etc.).
- Perform end‑to‑end tracing of transactions using internal systems and correspondent banking networks.
- Resolve payment discrepancies by identifying root causes and implementing corrective actions.
2. Customer & Stakeholder Communication
- Provide timely and accurate updates to Branches & relationship managers, and internal business units regarding investigation progress.
- Liaise with correspondent banks and external partners through SWIFT messages and formal communication.
3. Operational Risk & Compliance Adherence
- Ensure every investigation complies with AML, sanctions screening, fraud monitoring, and regulatory requirements.
- Escalate suspicious or high‑risk transactions to Compliance, AML, or Fraud teams as needed.
- Maintain solid controls to mitigate operational, financial, and reputational risks.
4. Exception Handling & Case Management
- Work through payment exception queues and ensure timely handling of pending items.
- Carry out recalls, amendments, returns, chargebacks, and indemnities according to bank policy.
- Maintain accurate, audit‑ready documentation for all cases handled.
5. Reconciliation & Transaction Validation
- Reconcile payment breakages, unmatched entries, and pending items from related system reports.
- Validate incoming and outgoing payment information to prevent errors and rework.
- Coordinate with reconciliation teams to close outstanding items.
6. Process Improvement & Issue Prevention
- Identify recurring errors, system issues, or process gaps, and recommend enhancements.
- Support automation, STP (straight‑through processing), and operational excellence initiatives.
- Contribute to reducing turnaround times and improving investigation quality.
7. Reporting & Metrics
- Prepare daily/weekly/monthly reports on investigations, bottlenecks, and trends.
- Highlight operational risks, root causes, and performance KPIs to management.
- Track turnaround time (TAT), investigation accuracy, and customer experience metrics.
8. Collaboration & Knowledge Sharing
- Partner with Operations, IT, Treasury, Compliance, and other teams to ensure smooth payment processing.
- Support training of new team members and share best practices.
- Act as a subject matter expert (SME) during audits, reviews, or system upgrades.
Undertake any additional assignments / projects entrusted by the line management and complete them as per requirement.
Specialist Skills / Technical Knowledge Required for this role:
- Leadership
- Teamwork
- Customer Management
- Business Development
- Financial Management
- Commercial & Innovative Problem Solving
Requirements
- •Experience in investigating failed, delayed, rejected, duplicated, or misrouted payments
- •Knowledge of SWIFT, RTGS, ACH, and internal transfer systems
- •Ability to perform end-to-end tracing of transactions
- •Understanding of AML, sanctions screening, and fraud monitoring
- •Ability to liaise with correspondent banks and internal business units
- •Experience in handling recalls, amendments, returns, and chargebacks
- •Strong documentation and audit-ready reporting skills
Responsibilities
- •Investigate payment discrepancies across all channels and identify root causes
- •Provide timely updates to Branch relationship managers and internal business units
- •Ensure compliance with regulatory requirements and escalate suspicious transactions
- •Manage payment exception queues and handle pending items
- •Reconcile payment breakages and unmatched entries from system reports
- •Identify recurring errors and recommend process improvements or automation
- •Prepare daily, weekly, and monthly reports on investigation metrics and KPIs
- •Collaborate with IT, Treasury, and Compliance teams to ensure smooth processing
Related Jobs3 similar jobs
- Scan your CV for errors before ADIB sees it
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
ADIB is a leading Islamic bank offering a wide range of banking and financial services. It serves individuals, corporations, and government entities.