•     Spearheaded a Six Sigma DMAIC programme that cut the payment error rate from 11% to 4% and raised transaction success to 93%, curbing the disputes and complaints that errors were generating.

•     Identified automation opportunities across quality and payment operations and implemented solutions using Automation Anywhere (RPA), streamlining operational activities, reducing manual intervention and minimising operational errors.

•     Drive continuous improvement by embedding automation into daily workflows, improving process efficiency, productivity and risk control across payment operations.

•     Own quality assurance and control across payment processing, safeguarding accuracy, reliability and compliance with PCI DSS, Visa and Mastercard rules and financial regulatory requirements.

•     Assess payment risk, including fraud prevention and data security, and track transaction success rate, processing time and error rate through KPI dashboards, control charts and monthly audits.

•     Analyse payment data for trends and anomalies, and resolve root causes using Pareto, fishbone and 5 Whys with IT, risk and vendor teams.

•     Hold payment service providers and vendors to agreed quality standards and contractual obligations, backed by revised SOPs and vendor checkpoints.

Report audit and compliance outcomes to senior management and regulators; train staff on quality and regulatory standards; resolve escalated customer disputes and concerns