Sr. Client Payment Liaison Consultant, Global Banking

Overview

Senior subject matter expert role handling complex client payment inquiries and investigations, advising senior stakeholders, and driving payment servicing improvements for institutional clients.

What you'll do

• Serve as the senior payments servicing expert for complex client payment inquiries and investigations.
• Act as advisor to internal senior stakeholders regarding payment-related client issues.
• Lead resolution of high-risk, high-value, time-sensitive, and cross-border payment investigations by liaising with Payment Operations team who process payments.
• Create procedures and lead onboarding and technical training for new Client Payment Liaison Consultants.
• Partner with management to define service metrics and monitor team performance against service standards.
• Establish best practices for payment investigations in collaboration with the management team.
• Identify trends in client inquiries and recommend operational, process, or product enhancements.
• Analyze and interpret SWIFT messages and payment routing details.
• Lead client discussions relating to payment service issues, recurring client challenges, service reviews, and payment process enhancements.
• Act as the primary payment servicing advisor for key institutional client relationships.
• Partner with Product, Technology, Sanctions, Risk, and Operations teams to identify and implement client experience improvements.
• Drive service enhancements to improve inquiry resolution times, client satisfaction, and operational effectiveness.
• Develop servicing standards, operating procedures, training materials, and best practices.
• Mentor consultants and provide technical guidance across the team.
• Maintain awareness of industry trends, including SWIFT standards, ISO 20022 migration and market infrastructure changes.
• Build and maintain relationships with internal and external partners across the payments ecosystem.

What you'll need

• 8+ years of related payments, banking operations, correspondent banking, or institutional client servicing experience.
• Demonstrated expertise resolving complex payment investigations and servicing issues.
• Experience interacting directly with institutional clients and senior stakeholders.
• Proven ability to influence change and drive process improvements.
• Ability to influence stakeholders without direct authority.
• Ability to manage highly sensitive, time-critical client situations.
• Strong presentation and client meeting facilitation skills.
• Advanced knowledge of SWIFT MT and ISO 20022 messaging.
• Advanced knowledge of cross-border payment processing and FX transfers.
• Advanced knowledge of wire transfer investigations.
• Advanced knowledge of payment operations workflows.
• Advanced knowledge of compliance considerations impacting payments.
• Strong understanding of institutional client servicing models.
• Excellent communication and stakeholder management skills.
• Ability to consult with senior management and influence decisions.
• Strong analytical, problem-solving, and process improvement capabilities.

Nice to have

• Working knowledge of funds industry.

Details

• Location: Bangalore, India.
• Shift coverage: Late EMEA or US shift depending on the need of the role.