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 staff trainings and external bank enablement programs.
• Drive adoption of best practices across operations, analytics, dispute management, and stakeholder engagement. Key Skills & Experience Required 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. Technical & Skilled Competencies
• 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. AI & Automation Experience
• 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.

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