Key Responsibilities

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.

B) Compliance, Settlement & Dispute Management

• 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.

C) Data Analytics & Reporting

• 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.

D) Knowledge Management & Capability Building

• Foster a knowledge-sharing culture within the team to strengthen technical, analytical, and project management capabilities.

• Organize and facilitate internal staf

📌 Senior Associate Customer Success (India)
🏢 National Payments Corporation Of India (NPCI)
📍 India