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Strategic Stabilisation of PayWave Operations

📑 5 slides 👁 19 views 📅 4/7/2026
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PayWave Operational Challenges

Transaction volume doubled creating operational strain

PayWave Operational Challenges
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Root Cause Analysis

  • Misalignment between Product speed and Risk governance
  • Speed-at-all-costs culture overriding operational safeguards
  • Junior analysts excluded from critical decision-making
  • Accessibility gaps affecting visually-impaired merchants
Root Cause Analysis
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Hybrid Embedded Risk Model

  • Risk analysts embedded directly within Product squads
  • Maintain independent governance with joint checkpoints
  • Shared accountability for settlement performance
  • Reduces error rate from 0.9% to 0.2% baseline
Hybrid Embedded Risk Model
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12-Week Implementation Plan

  • Weeks 1-4: Governance redesign & team embedding
  • Weeks 5-8: Joint release & settlement processes
  • Weeks 9-10: Accessibility improvements
  • Weeks 11-12: Performance review & optimization
12-Week Implementation Plan
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Expected Business Impact

  • Settlement SLA reduced from 72hrs to under 24hrs
  • Customer churn reduced from 6% to below 2%
  • Improved regulatory compliance & operational stability
  • Scalable model for future transaction growth
Expected Business Impact
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