Lead Relationship Management

Relationship Manager – NPCI Digital Payments (RuPay Credit Card) Location: Mumbai / Pan-India Department: Cards & Digital Payments Role Overview: The Relationship Manager will own end-to-end partner management for issuing banks, driving growth, adoption, and profitability of NPCI’s Digital Payment products, especially RuPay Credit Cards. The role requires a blend of business ownership, data-driven decision-making, ecosystem understanding, and execution excellence, with strong focus on revenue generation, portfolio scaling, and strategic partnerships. The incumbent will act as a bridge between partner banks, and internal stakeholders, ensuring seamless execution of go-to-market (GTM) strategies for business, program launches, and ongoing business optimization. Key Responsibilities: 1. Strategic Relationship & Account Management • Own and manage end-to-end relationships with issuing banks, including CXOs and key decision-makers. • Develop account growth strategies with clear revenue, activation, and market share targets. • Conduct structured governance: QBRs, MBRs, performance reviews, and executive updates. • Identify cross-sell/upsell opportunities within partner portfolios. 2. Business Growth & Revenue Ownership • Drive P&L for assigned bank portfolios, including revenue realization, cost optimization, and profitability. • Achieve card issuance, spends & activation targets across RuPay Cards Portfolio. • Design incentive structures, pricing models, and commercial frameworks. 3. Go-to-Market (GTM) & Product Adoption • Define and execute GTM strategies for new product & Project launches (e.g., RuPay CC on UPI, contactless, tokenization). • Drive customer acquisition and activation campaigns in collaboration with banks. • Conceptualize and execute joint marketing initiatives, partnerships, and promotions. • Ensure feature adoption across digital payment products (RuPay CC UPI, cards, tokenization, etc.). 4. Data Analytics & Insights (Strengthened) • Analyse portfolio performance using transaction, spend, activation, and behavioral datasets. • Build dashboards and MIS to track: o Card issuance & activation o Spend trends & merchant categories o Customer lifecycle metrics o Revenue & cost drivers • Use analytics to: o Identify growth levers and dormant segments o Optimize campaign ROI o Forecast revenue and portfolio growth • Drive data-backed decision-making across stakeholders. 5. Program & Project Management • Lead end-to-end execution of: o Credit card launches o Co-branded programs o Incentive campaigns o Regulatory or system upgrades • Manage multiple concurrent initiatives with defined timelines and deliverables. • Coordinate with tech, ops, risk, compliance, marketing, product, and finance teams for execution. 6. Risk, Compliance & Regulatory Alignment (Added Gap) • Ensure adherence to RBI guidelines, NPCI policies, and card network regulations. • Monitor and mitigate risks related to: o Credit exposure o Fraud trends o Operational lapses • Support audit requirements, compliance reporting, and governance frameworks. 7. Customer Experience & Issue Resolution • Manage partner escalations and resolve within defined TAT. • Improve end-customer experience through continuous feedback loops. • Identify bottlenecks in customer journeys and drive improvements. 8. Market Intelligence & Innovation • Track industry trends, competitor strategies, and emerging payment technologies. • Identify opportunities in: o UPI-credit convergence o Embedded finance o Digital-first credit ecosystems • Suggest innovative product features and business models. 9. AI & Automation Capabilities (Expanded) • Leverage AI tools for: o Data analysis & predictive modelling o Portfolio segmentation & targeting o Revenue forecasting & trend analysis o Automated MIS and reporting • Use AI for: o Workflow automation (CRM updates, tracking, follow-ups) o Compliance checks & anomaly detection o Dashboard interpretation and insights generation Required Skills & Experience (Enhanced) • 3–6+ years in Cards, Digital Payments, or Banking Partnerships. • Strong experience in: o Credit Cards o Acquiring ecosystem & merchant payments o UPI and digital payment solutions • Proven ability to: o Drive business growth & revenue targets o Manage large enterprise/bank relationships • Strong P&L understanding and commercial acumen. • Advanced analytical and problem-solving skills (Excel, SQL tools, etc preferred). • Strong project management, presentation and execution skills. • Excellent communication, negotiation, and stakeholder management. Preferred Skills • Experience with NPCI or bank ecosystem / RuPay / UPI products. • Exposure to co-branded card programs and digital lending/credit lifecycle. • Familiarity with data tools • Understanding of regulatory frameworks (RBI, PCI-DSS, card compliance). • Experience in fintech collaborations or digital-first banking models.