Banking Customer Service Advisor

The Migration Specialist will lead client-facing readiness and migration activities to support compliance with the SWIFT structured address mandated change. This role focuses on translating mandate requirements into actionable client plans, remediating address data gaps, orchestrating testing and certification activities, and executing controlled cutovers with minimal disruption to payment operations. Success requires strong knowledge of payment processing, and data remediation, paired with disciplined stakeholder management across clients, operations, technology, and compliance. Knowledge of SWIFT, ISO 20022 is a plus. Role Summary The Migration Specialist is accountable for end-to-end client enablement for structured address adoption, from impact assessment through production cutover and post-migration stabilization. The role operates as the primary migration point of contact for assigned clients, ensuring that data, message formats, operational procedures, and downstream systems are ready for the mandate timeframe. The position requires rigorous delivery management, a strong control mindset, and the ability to communicate complex change clearly to both technical and non-technical stakeholders. Key Responsibilities (Client Readiness and Migration) The Migration Specialist will own client readiness plans and drive execution against the project timeline. This includes coordinating client discovery to assess current-state message usage, address data quality, channel dependencies, and impacted payment flows, then defining a migration approach that aligns to the client’s operating model and the institution’s change framework. The role will lead structured address data remediation initiatives with clients, including analysis of unstructured vs. structured address fields, identification of data quality defects, and recommendations for remediation. The specialist will partner with internal partners and client data teams to align structured address expectations with customer master data, onboarding, and periodic review processes. The Migration Specialist will manage end-to-end testing readiness and execution, including definition of test scope, coordination of test data, validation of message conformance, and triage of defects across client teams and internal technology/operations. The role will develop and execute cutover plans, including operational readiness (procedures, training, and exception handling). The specialist will monitor cutover execution, manage issue resolution, and provide structured communications to clients and internal stakeholders through stabilization. Stakeholder Management and Governance The Migration Specialist will serve as the primary coordinator across client stakeholders (payments operations, treasury, technology, data management, compliance) and internal partners (product, operations, technology, implementation, service, risk/compliance). The role will chair or facilitate recurring migration governance routines (status, risks/issues, decisions) and ensure decisions are documented, time-bound, and escalated appropriately. The specialist will provide clear, executive-ready communications tailored to stakeholder needs, including status reporting, risk assessments, and decision requests. The role requires comfort engaging with client leadership and internal senior stakeholders, particularly when timelines, data quality, or operational constraints create delivery risk. Success will be measured by on-time client migration aligned to the project mandate, reduction of payment exceptions attributable to address formatting, and achievement of agreed testing outcomes. Additional measures include quality of governance (timely risk identification and escalation), client satisfaction, and operational stability during and after cutover. Required Qualifications and Experience Candidates must have demonstrated experience delivering client-facing change management in financial services, with a strong understanding of payments processing and operational controls. The role requires experience translating regulatory or network mandates into executable delivery plans and managing delivery across multiple stakeholders under fixed deadlines. Strong analytical skills are required to assess data quality, message content, and process flows, coupled with the ability to produce clear documentation and executive-level reporting. Candidates must be able to manage multiple concurrent client workstreams with disciplined prioritization and follow-through. Candidates must be proficient with Microsoft Office 365, specifically Outlook, Word, Excel, and PowerPoint, and able to use these tools to manage communications, produce documentation, maintain trackers, and create executive-ready status materials. Preferred Skills and Domain Expertise Experience with SWIFT message standards and network-driven change is strongly preferred, including familiarity with message validation and operational implications. Working knowledge of ISO 20022 for payments (including mapping considerations from legacy formats) is highly valued. Hands-on exposure to payments operations, investigations/repairs, and exception management is preferred, particularly where data quality drives operational breaks. Experience in data remediation programs—profiling, cleansing, enrichment, mapping rules, and governance— is advantageous, as is familiarity with KYC and address data structures and controls. Core Competencies The successful candidate will demonstrate strong delivery management, structured problem-solving, and a proactive risk mindset. The role requires confidence operating in ambiguity, the ability to decompose complex change into manageable work packages, and disciplined execution against deadlines. Clear written and verbal communication is essential, along with the ability to influence without direct authority. #J-18808-Ljbffr Mphasis