Payment Investigations Manager

Citi • Sioux Falls, SD

4d • $87,600 - $131,400 • Onsite

About The Position

The Payment Investigations Manager – Vice President (VP) is a senior leadership position within Citi’s North America Commercial Card Operations. This role is responsible for leading a high-performing team dedicated to resolving complex payment processing inquiries, investigations, rebates, and credit balance refunds for large corporate, financial institution, and government clients.
The successful candidate will champion Citi’s Leadership Principles, driving a culture of ownership, collaboration, and excellence. The primary objective is to transition the department from a traditional reactive resolution function into a proactive, client-centric operations engine, while maintaining a pristine risk, control, and compliance environment.

Requirements

• 7+ years of experience in financial services operations, with at least 5 years in a direct people-management role within Payment Operations, Cash Management, or Treasury Investigations.
• Proven track record of successfully managing relationships and escalations with large corporate, institutional, and government clients.
• Deep understanding of operational risk frameworks, MCA processes, and regulatory compliance (AML, OFAC, Sanctions) within a global banking environment.
• Bachelor’s degree/University degree or equivalent experience required.
• Exceptional written and verbal communication skills, with the ability to synthesize complex operational issues into clear, concise updates for senior executives and clients.
• Strong analytical, problem-solving, and evaluative judgment capabilities to resolve highly complex, non-standard payment anomalies.
• Ability to influence cross-functional partners (Technology, Product, Compliance, Sales) to drive systemic improvements and achieve shared goals.
• Ability to lead teams effectively through organizational change, technological migrations, and high-pressure operational events.

Nice To Haves

• Master’s Degree or relevant Professional certifications (e.g., CAMS, PMP, Lean Six Sigma) or equivalent experience preferred.

Responsibilities

• Direct and inspire one or more teams of operations professionals, fostering a diverse, inclusive, and high-engagement work environment.
• Actively coach, mentor, and develop team members, establishing clear career pathways, robust succession plans, and a continuous learning culture.
• Manage team performance against rigorous key performance indicators (KPIs) and key quality indicators (KQIs). Drive accountability by aligning individual goals with Citi’s strategic objectives and leadership standards.
• Take full ownership of resource planning, capacity modelling, and budget management to optimize operational efficiency and meet business targets.
• Transform the payment investigations journey by championing a "client-first" mindset. Ensure the seamless, empathetic, and rapid resolution of complex payment inquiries.
• Lead deep-dive reviews of recurring payment failures and investigation trends. Partner with Product, Technology, and Relationship Management teams to eliminate friction points and prevent future issues.
• Establish, monitor, and exceed industry-leading SLAs and client satisfaction metrics (e.g., Turnaround Time, First Contact Resolution, and Client Effort Score).
• Act as a senior escalation point and trusted advisor for high-value corporate and government clients, negotiating complex solutions and building long-term operational partnerships.
• Establish and maintain a pristine, audit-ready risk and control framework across all managed investigation workflows.
• Proactively identify operational, financial, and reputational risks. Lead the design and execution of robust Manager’s Control Assessments (MCA) and Key Risk Indicators (KRIs).
• Drive the self-identification of control gaps. Own the end-to-end lifecycle of Corrective Action Plans (CAPs), ensuring sustainable, timely, and thorough remediation of issues.
• Ensure absolute adherence to Citi’s internal policies, local and global regulatory requirements, Sanctions/OFAC screening, Anti-Money Laundering (AML) regulations, and data privacy standards.
• Foster a transparent "speak-up" culture where team members are empowered to escalate control issues and operational near-misses immediately without hesitation.
• Monitor, research, and evaluate emerging technological advances (e.g., AI, machine learning, API integrations, and ISO 20022 standards) to modernize payment investigation workflows.
• Lead the implementation of automation and self-service capabilities to reduce manual touchpoints, lower operational costs, and accelerate client resolution times.

Benefits

• medical, dental & vision coverage
• 401(k)
• life, accident, and disability insurance
• wellness programs
• paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree