Payments Investigations - AVP

Crown Agents Bank is a vastly growing and regulated UK bank that connects emerging and frontier markets to the rest of the world, using FX and payments technology. We are transforming the way payments and FX move through emerging markets, reducing friction so that more money gets to those who need it. Emerging markets payments are usually challenging, expensive, unreliable and opaque. Our solutions help fix these pain points. Ultimately, we connect traditionally hard-to-reach regions to global financial infrastructure, giving access to the best prices and the fastest, most reliable settlement.

FX and cross-border payments are often complex and expensive, especially when operating in emerging markets. Crown Agents Bank (CAB) wraps its deep and trusted relationships and strength of network around innovative digital capabilities, and cross-border transaction banking solutions to enable fintech, corporates, governments, development organisations and banks to move money to, from, and across often hard-to-reach markets.

Role Purpose:

The AVP, Payments Investigations is responsible for the oversight of payment investigations, ensuring timely resolution of payment queries, breaks, and exceptions across correspondent banking networks. The role acts as a key escalation point, maintaining a robust control environment while delivering high-quality client outcomes and driving continuous improvement.

Although this role has no direct reports, the AVP Payment Investigations will work closely with the Head of Global Markets Operations to oversee the training, development and performance of the team.              

Role Responsibilities:

• Oversee payment investigations lifecycle; act as escalation point; resolve complex cases.
• Oversee effective management of Nostro breaks and reconciliation items; ensure timely resolution and escalation.
• Ensure compliance with internal process and control requirements; Conduct regular reviews and updates of procedure manuals and operational framework documents.
• Provision of regular Reporting and Management Information.
• Manage relationships with correspondent banks and internal stakeholders; ensure high-quality communication.
• Allocate workload; act as SME.
• Drive root cause analysis, automation, and efficiency improvements.

Qualifications and Experience:

• Educated to A level standard or similar demonstrable experience
• Technical: Payments lifecycle, SWIFT formatting knowledge, Nostro reconciliation, Investigations process
• Leadership: Stakeholder engagement, decision-making, team supervision
• Risk: Strong control focus and attention to detail
• 7 years + experience in a Payments or Investigations related role
• Background in enhancing processes
• Experience dealing with multiple stakeholders within a global network of banks.

• Hybrid working (3 days on-site)
• Contributory personal pension plan: - Minimum: Employee 2% and Employer 7%. Employer matches contributions in 1% increments to a maximum of: Employee 5% and Employer 10%
• Life Assurance – 4 times annual salary
• Group Income Protection
• Private Medical Insurance – this may include cover for partner and or children at company cost. Cover includes Optical, Dental and Audiology
• Discretionary Bonus
• Competitive Annual Leave
• 2 Volunteering Days
• Benefit Hub