Role & responsibilities

Key Responsibilities

- UPI transaction reconciliation and operational support.
- Transaction discrepancy analysis and resolution.
- Complaint management and customer query handling.
- Chargeback processing and tracking.
- NPCI dispute management activities.
- Customer grievance resolution.
- Reconciliation activities and record maintenance.
- Data verification and operational reporting.
- Any other operational support activities assigned by management.
- Handling complex reconciliation and dispute cases.
- Monitoring daily operational activities.
- MIS preparation, tracking, and reporting.
- Exception handling and root cause analysis.
- Coordination with internal stakeholders.
- Customer grievance management and escalation handling.
- Process supervision and compliance monitoring.
- Support process improvement initiatives.
- Any other operational responsibilities assigned by management.
- Lead and supervise operational teams.
- Team allocation and workflow management.
- Monitor productivity, quality,



and service delivery metrics.
- Conduct quality reviews and process audits.
- Manage escalations and critical customer issues.
- Ensure adherence to operational SLAs and compliance requirements.
- Drive process improvement and operational excellence initiatives.
- Coordinate with SBOSS, GITC, and relevant stakeholders.
- Prepare management reports and performance dashboards.

Preferred candidate profile

- Graduate/Postgraduate in any discipline.
- Valuable communication and analytical skills.
- 0 to 4 years of experience in banking operations, reconciliation, or customer support, dispute management, or back-office operations.
- Strong analytical and stakeholder management skills.
- Advanced knowledge of MS Excel and MIS reporting.
- Minimum 1-2 years of team handling experience preferred.
- Strong leadership, communication, and problem-solving skills.

📌 Non Technical Senior (Mumbai)
🏢 Tu0026m
📍 Mumbai