Senior Associate Tech & Project Relationship Management

Role Overview

The Tech Relationship Manager (TRM) is responsible for end‑to‑end technical delivery, production stability, and performance management of NPCI payment products across assigned banking partners. The role blends technology, operations, business analysis, project management, and client relationship management, ensuring seamless onboarding, certification, production rollout, and continuous system optimization. The Tech RM serves as the single point of technical ownership for partner banks and plays a critical role in driving technology projects, ensuring regulatory compliance, maintaining platform resilience, and supporting the growth and stability of multiple NPCI products.

Key Roles & Responsibilities

1. End‑to‑End Project & Technical Delivery

• Own the full lifecycle of bank integrations: onboarding, certification, production rollout, and post‑production validation.
  
• Drive requirement understanding and alignment through TSDs, BRDs, FRDs, and Operational Circulars.
  
• Lead technical discussions with bank teams and ensure solution design alignment.
  
• Manage UAT, pre‑production readiness, internal sanity testing, and rollout planning (CUG → Full scale).
  
• Track dependencies, risks, timelines, and milestones using structured project plans and trackers.
  
• Coordinate closely with internal Product, Technology, Operations, Network, and Certification teams to ensure smooth delivery.
  

2. Client & Relationship Management

• Act as the primary technical interface for partner banks across all NPCI products.
  
• Build and manage strong relationships with bank IT, operations, and senior stakeholders.
  
• Drive daily coordination and project execution with Bank Technology teams, TSPs, and ASPs.
  
• Conduct structured monthly performance and governance reviews covering projects, stability, and growth
  

3. Production Stability, Performance & Incident Management

• Monitor transaction performance, error codes, and decline trends (TD / BD metrics).
  
• Ensure adherence to NPCI performance thresholds and SLAs.
  
• Own production incidents end‑to‑end, including triage, coordination, resolution, communication, and RCA.
  
• Drive long‑term corrective and preventive actions to improve success rates and system resilience.
  
• Regularly track operational issues such as downtime, declines, and integration gaps.
  

4. Scalability, Infrastructure & Network Readiness

• Work with bank and internal teams to enhance scalability, capacity planning, and resilience.
  
• Drive device upgrades, bandwidth enhancements, link optimization, and Active‑Active / HA setup enablement.
  
• Ensure timely replacement of End‑of‑Life (EOL) infrastructure and required commercial approvals.
  
• Manage IP allocation, whitelisting, and secure connectivity for UAT and production environments.
  

5. Business Analysis & Techno‑Functional Ownership

• Act as a techno‑functional business analyst bridging business, regulatory, and technology requirements.
  
• Capture, document, and manage requirements through BRD / FRD / TSD, ensuring traceability (RTM).
  
• Perform AS‑IS / TO‑BE process analysis, identify gaps, and recommend automation and optimization.
  
• Conduct impact analysis for regulatory changes, product upgrades, and migrations.
  
• Support functional testing, certification, and UAT validation to ensure compliance and zero settlement impact.
  

6. Data Analysis, Reporting & Business Insight

• Analyze transaction data, trends, KPIs, and operational metrics.
  
• Prepare MIS, dashboards, and performance reports for banks and internal stakeholders.
  
• Provide actionable insights to improve performance, reduce declines, and enhance customer experience.
  
• Track NPCI business volumes for assigned accounts along with relevant market and competitor benchmarks.
  

7. Operational Support & Customer Experience

• Support resolution of reconciliation issues, chargebacks, disputes, and operational escalations.
  
• Ensure closure of customer complaints and queries within defined TATs in coordination with internal teams.
  
• Identify recurring operational gaps and drive process improvements aligned with industry best practices.
  
• Maintain a customer‑first mindset in all engagements.
  

• Analyze transaction data, operational KPIs, and performance metrics using analytics and AI‑assisted tools.
  
• Use AI/ML‑based insights for:
  o   Decline pattern identification
  o   Anomaly detection
  o   Predictive risk and capacity analysis
  
•  Prepare MIS, dashboards, and insight‑driven reports for banks and internal leadership.
  
• Drive data‑backed recommendations to improve success rates, stability, and customer experience.
  

Key Skills & Competencies

• Strong communication, interpersonal, and stakeholder management skills.
  
• Solid understanding of NPCI products: UPI, IMPS, RuPay, AePS, NACH, BBPS, NFS.
  
•  Good understanding of transaction and technical flows for payment systems.
  
•  Ability to read and interpret technical specifications; knowledge of API, JSON, XML, ISO 8583 is an advantage.
  
• Basic understanding of network communication and system architecture.
  
• Strong project management, multitasking, and problem‑solving capabilities.
  
• Analytical mindset with attention to detail and ownership orientation.
  
• High adaptability in a fast‑paced, multi‑stakeholder environment.
  Qualifications & Experience
  
  
•  Education: Bachelor’s degree in Computer Science, IT, Engineering, or related field.
  
• Experience: 3+ years of experience, preferably in Digital Payments, Banking Technology, or Financial Services.
  
• Experience working with enterprise systems, payment platforms, or large‑scale integrations is highly desirable.
  
• Strong understanding of the Indian payments and regulatory landscape.