Lead Business Operations

Job Description and Duties Lead – Business Operations (UPI & RuPay), NIPL Reports to: In charge, Business Operations, NIPL Job Responsibilities: We are looking for an experienced and proactive Team Leader – Project Management and Business Operations The candidate will primarily lead Project Management role with regards to handling all requirement of the partners from Back-office perspective and will oversee the day to day functioning of UPI and RuPay operations. The ideal candidate will lead a team responsible for Project Management, i.e manage the project end to end from Back Office perspective. 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. Project Management Skills • Working knowledge of UPI ecosystem (NPCI, PSP banks, TPAPs, issuers, acquirers) • Awareness of transaction flows, reversals, disputes, chargebacks, and settlements • Dependency management across IT, operations, compliance, vendor, and NPCI teams • Managing escalations and stakeholder expectations • SOP creation and updates for UPI back-office activities • Preparing: BRDs / FRDs, UAT sign off documents, Compliance & audit documentation • Basic understanding of SQL / data analysis is an added advantage • Coordinating UAT, signoffs, production rollouts • Tracking post-release issues and stabilization • Influencing teams without direct reporting authority • Decision making under operational pressure 3. 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. 4. 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. 5. 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. 6. 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. 7. 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. 8. 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. 9. 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.