National Payments Corporation Of India (NPCI)
Senior Associate Customer Success
Be an Early Applicant
Manages operational relationships with member banks, resolving escalations and improving payment-processing performance. Oversees settlement, reconciliation, chargebacks, disputes, compliance follow-ups, and KPI governance across digital payment systems. Performs advanced analysis using Excel, Power BI, and SQL; prepares dashboards and leadership reports. Leads training, knowledge-sharing, process optimization, automation, and AI/ML initiatives while coordinating stakeholders and supporting regulatory responses.
Key Responsibilities
A) Operational Excellence & Bank Engagement
Functional Skills
A) Operational Excellence & Bank Engagement
- Monitor and address day-to-day operational issues between internal teams and member banks; act as the SPOC for operational queries and escalations.
- Drive performance improvement initiatives for major banks through Root Cause Analysis (RCA) and targeted interventions.
- Support banks in resolving operational issues and implementing process improvements.
- Conduct training sessions for banks on systems, processes, and product awareness.
- Maintain oversight of operational processes and drive continuous operational excellence.
- Lead process automation initiatives leveraging RPA, AI, and ML technologies.
- Ensure accurate and timely compliance follow-ups, including dispute resolution, penalty processing, and fee calculations.
- Oversee settlement and dispute management processes, including transaction reconciliation, chargeback monitoring, exception handling, and stakeholder communication.
- Conduct root cause analysis of operational incidents and implement corrective actions.
- Advise stakeholders on SOP enhancements, technology upgrades, and network infrastructure improvements to improve success rates and KPI achievement.
- Support leadership in responding to regulatory queries from RBI, UIDAI, and other regulatory authorities.
- Perform advanced data analysis to identify operational bottlenecks, trends, and performance gaps.
- Prepare dashboards, MIS reports, presentations, and performance reviews for leadership and member banks.
- Leverage Excel, Power BI, and SQL for data extraction, analysis, and decision support.
- Monitor and govern operational KPIs, SLAs, and service performance metrics.
- Foster a knowledge-sharing culture within the team to strengthen technical, analytical, and project management capabilities.
- Organize and facilitate internal staff trainings and external bank enablement programs.
- Drive adoption of best practices across operations, analytics, dispute management, and stakeholder engagement.
Functional Skills
- Strong expertise in operational excellence, payment operations, and stakeholder management.
- Hands-on experience in settlement, reconciliation, dispute management, and chargeback processes for UPI, Cards, IMPS, AEPS, or similar payment systems.
- In-depth understanding of digital payment ecosystems and payment processing frameworks.
- Strong client relationship and ecosystem partner management capabilities.
- Experience in KPI governance, process optimization, and operational risk management.
- Advanced proficiency in Microsoft Excel (Pivot Tables, Power Query, Dashboards, Data Analysis).
- Strong PowerPoint and Power BI presentation and visualization skills.
- Excellent communication, stakeholder management, drafting, and presentation skills.
- Working knowledge of SQL for data extraction and analysis is preferred.
- Proven experience in project management, cross-functional coordination, and execution governance.
- Hands-on experience in leveraging AI/ML, Generative AI, and predictive analytics for operational excellence, transaction monitoring, exception management, dispute resolution, process optimization, and customer experience enhancement.
- Exposure to RPA, intelligent automation, AI-driven dashboards, anomaly detection, and advanced analytics tools (SQL, Power BI, Python) to improve operational efficiency, KPI monitoring, root cause analysis, and data-driven decision-making across digital payment ecosystems.
National Payments Corporation Of India (NPCI) Mumbai, Maharashtra, IND Office
The Capital, B Wing, 10th Floor,, Bandra Kurla Comple, Mumbai, Maharashtra , India, 400051
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