Lead Analyst - Deposit & Payment Operations (ACH)

Overview

Lead the end-to-end ACH payment operations for the Bank's U.S. Payments ecosystem, acting as an ACH subject matter expert who manages complex exceptions, investigations and process improvements while ensuring accuracy, timeliness and regulatory compliance.

What you'll do

• Handle end-to-end ACH processing activities to ensure compliance with established procedures, service-level agreements and regulatory requirements.
• Execute and monitor high-volume ACH transactions with a focus on accuracy, timeliness and operational excellence.
• Monitor workflow volumes, processing queues, exception trends and service metrics to proactively identify operational risks and bottlenecks.
• Ensure continuity of critical payment operations through effective prioritization and issue management.
• Investigate and resolve complex ACH exceptions, rejects, returns, reversals, adjustments, discrepancies and processing anomalies.
• Apply structured investigative methodologies to analyze transaction data, system behavior, processing history and applicable business rules.
• Conduct comprehensive root cause analyses of recurring failures, operational breaks and control exceptions, implementing sustainable corrective and preventive measures.
• Serve as a trusted ACH subject-matter expert, providing guidance on complex processing scenarios, operational procedures and client enquiries.
• Exercise prudent operational judgement when evaluating complex transactions, discrepancies, control deficiencies and escalations.
• Support ACH investigations and business escalations, ensuring responses are comprehensive, accurate and delivered within stipulated timelines.
• Monitor key operational indicators, including transaction volumes, productivity, quality, service-level adherence, exception trends, error rates and aged inventory.
• Execute prescribed control activities and quality-assurance reviews to mitigate financial, operational, regulatory and reputational exposure.
• Maintain comprehensive documentation, auditable records and evidentiary support for processing, investigative and control activities.
• Provide documentation, analytical insights and management explanations for audits, risk reviews and control assessments.
• Communicate complex operational issues, risk indicators, emerging trends and remediation progress with clarity, precision and executive-level articulation.
• Cultivate collaborative relationships with U.S. ACH Operations, Payments, Technology, Risk, Compliance, Finance, Product and other enterprise stakeholders.
• Ensure seamless shift handovers, disciplined escalation and continuity of critical information between offshore and U.S. onshore teams.
• Identify opportunities to improve efficiency through workflow optimization, automation, standardization and control enhancement.
• Participate in system enhancements, user acceptance testing, implementation activities and business transformation initiatives.
• Support migrations, transitions and transformation programs through process documentation, knowledge transfer, risk assessment and implementation support.
• Constructively challenge established practices and advocate for scalable, sustainable, efficient and risk-conscious operating models.
• Support critical business-cycle activities, including month-end, quarter-end, holiday processing, system changes and other operationally sensitive periods.
• Strengthen team capability through structured coaching, mentoring, knowledge transfer and subject-matter training.
• Champion robust governance, operational excellence, process standardization and the consistent adoption of industry-aligned best practices.

What you'll need

• Strong knowledge of ACH payment operations, including transaction processing, returns, rejects, reversals, exceptions, adjustments, investigations and related operational activities.
• Strong analytical and problem-solving skills with the ability to conduct detailed investigations, Root Cause Analysis (RCA), issue remediation and exception management.
• Strong understanding of operational risk management, internal controls, governance frameworks and risk-mitigation methodologies within financial services.
• Proven ability to operate effectively within a high-volume, deadline-driven and highly controlled payments environment.
• Exceptional attention to detail, with an uncompromising focus on accuracy, completeness, timeliness and procedural adherence.
• Demonstrated ability to interpret complex operational information and translate findings into clear, concise and actionable recommendations.
• Excellent written and verbal communication skills, with phenomenal command of English grammar, vocabulary, syntax and professional business communication.
• Ability to articulate complex operational matters with clarity, precision, sophistication and appropriate business terminology when communicating with senior stakeholders.
• Strong stakeholder-management capability, with the ability to establish credibility and influence across multiple organizational levels and functions.
• Demonstrated ability to manage competing priorities, exercise sound judgment and make well-reasoned decisions within defined risk and governance parameters.
• Strong process-improvement orientation, with the ability to identify opportunities for automation, digitization, standardization and operational transformation.
• Strong risk awareness and a proactive control mindset, with the ability to anticipate vulnerabilities rather than merely respond to incidents.
• Demonstrated leadership capability, including coaching, mentoring, knowledge transfer and development of junior team members.
• Working knowledge of ACH processing platforms, payment applications, workflow-management systems and operational reporting tools.
• Advanced proficiency in Microsoft Excel, with the ability to analyze large datasets, identify trends and derive meaningful operational insights.
• Proficiency in MS Office tools for reporting, documentation and executive communications.
• Bachelor's/Master's degree in commerce or business administration.
• 7–8 years of relevant experience in ACH Operations, U.S. Payments or banking transaction processing operations.
• Demonstrable experience in U.S. ACH operations.
• Demonstrated experience handling ACH exceptions, returns, rejects, investigations, adjustments or other complex payment activities.
• Experience working in a high-volume payment environment governed by strict processing windows and service-level commitments.
• Experience partnering with U.S.-based stakeholders and operating within a global delivery model.

Nice to have

• Exposure to process automation, RPA, AI-enabled solutions and digital transformation initiatives is highly desirable.
• Experience supporting UAT, system implementations or operational change programs.
• Exposure to process transformation, automation, operational risk management or continuous-improvement initiatives.

Details

• Location: Bangalore, India.
• Role type: Hybrid.
• Work schedule: Tuesday to Saturday.
• Shift timing: 1:30 AM – 10:30 AM IST.
• Reports to: Senior Manager, Deposit & Payment Operations.