Lead Business Operations

Job Description and Duties Lead – Business Operations (UPI & RuPay), NIPL Reports to: Incharge, Business Operations, NIPL Job Responsibilities: We are looking for an experienced and proactive Team Leader – Business Operations who will oversee the day to day functioning of UPI and RuPay operations. This role requires strong leadership capabilities, deep domain expertise in payment systems, and the ability to drive operational excellence across clearing, settlement, transaction monitoring, and stakeholder management. The ideal candidate will lead a team responsible for smooth payment operations, ensuring high-quality service delivery, regulatory compliance, and continuous improvement of operational processes. 1. Team Leadership & People Management • Lead, mentor, and manage the Business Operations team handling UPI and RuPay operations. • Allocate tasks, review team outputs, monitor performance, and ensure timely issue resolution. • Build operational capability through training, knowledge sessions, and continuous feedback. 2. UPI & RuPay Operations Oversight • Supervise end-to-end clearing and settlement operations for UPI and RuPay, including settlement to domestic and international partners. • Ensure operational SLAs, TATs, and service benchmarks are consistently met. 3. Transaction Monitoring & Issue Resolution • Review and analyze transaction trends, declines, and exceptions identified by the team. • Drive decline reduction initiatives with banks, TPAPs, PSPs, and international partners. • Act as the primary escalation point for operational issues and incidents. 4. Payment System Maintenance & Coordination • Work closely with internal Technology, Product, and Risk teams to manage system enhancements, updates, and change requests. • Conduct periodic operational readiness checks and support new feature deployments. 5. Regulatory & Compliance Governance • Ensure strict adherence to NPCI, RBI, and internal regulatory guidelines. • Maintain compliance documentation, process notes, SOPs, and audit readiness. • Support internal and external audits with timely data and clarifications. 6. Data Analytics & Business Insights • Oversee preparation of analytical dashboards, MIS, and operational reports. • Translate data insights into actionable recommendations for product, business, and senior leadership. • Identify opportunities for automation and process optimization. 7. Stakeholder Management • Represent Business Operations in discussions with Banks, TPAPs, international partners, and internal cross-functional teams. • Conduct periodic performance reviews with stakeholders and ensure alignment on operational KPIs. • Ensure effective communication of updates, incidents, and insights to senior management. 8. Strategic Initiatives • Support strategy formulation to optimize UPI & RuPay transaction volumes. • Work on initiatives to improve customer experience, merchant acceptance, and partner performance. • Lead operational projects focused on scalability, efficiency, and risk reduction. Skills & Qualifications: Education • Bachelor’s degree in Computer Science, Engineering, Finance, or a related field. • A postgraduate degree (MBA preferred) is an added advantage. Experience • Minimum 8–10 years of experience in payment systems, digital payments, or banking operations. • Minimum 5+ years of team leadership or supervisory experience. Technical Skills • Strong understanding of UPI, RuPay, and real-time payment systems. • Experience with transaction processing, settlement operations, dispute handling, and operational risk. • Familiarity with RBI/NPCI guidelines, compliance standards, and data security norms. Soft Skills • Excellent communication, stakeholder handling, and presentation skills. • Strong leadership, decision-making, and conflict resolution abilities. • Ability to work under pressure, manage deadlines, and drive team accountability. • Analytical mindset with a focus on operational excellence and continuous improvement.