In Charge

Role Purpose:

This position in the Customer Success vertical is responsible for Operational Excellence, Project Management, Data Analysis, and KPI Improvement. It also includes managing product operations activities supporting the product vertical to focus on growth. The role will serve as the primary liaison between internal teams and and ecosystem players to ensure smooth operating processes, and continuous performance improvement of business operations function in NPCI.

Key Excellence & Bank Engagement:

- Monitor day to day key business performance indicators like Business Declines, chargeback, deemed acceptance of charge back etc for operational excellence between Internal teams & Banks.

- Monitor and address day-to-day operational issues between internal teams and banks, act as the SPOC for banks for operational queries and escalations.

- Provide both online and offline support to banks for operational issues, process improvements, etc.

- Maintain oversight on the Process Advisory Group to act as a center of expertise for operational excellence.

- Automation of processes leveraging RPA and AI/ML

Compliance & Query management:

- Ensure accurate and timely compliance follow-ups including dispute resolution, penalty processing, and fee calculations.

- Work on identification and implementation of technology upgrades, product and operational enhancements, etc. to improve respective features success rates and achieve KPIs, especially for UPI and CRM.

- Support leadership in responding to regulatory queries from UIDAI, RBI, and other authorities.

- Closely monitor and intervene for ensuring TATs are meet by the respective operations and customer success teams for their areas of queries in CRM.

- Identify the top queries reported in CRM, work with customer success teams to identify and resolve it, leading to reduction of CRM query volume.

- Driving automation of query resolution in CRM both from build side as well as driving the automation.

- Audit of the CRM responses for quality check purposes and ensure in case of quality issues the same is addressed within specified TAT.

- Manage UPI core features in terms of feature performance and market queries.

Data Analysis & Reporting:

- Conduct advanced data analysis to identify operational bottlenecks and performance gaps.

- Prepare Excel dashboards, PowerPoint presentations, and performance reports for leadership and bank reviews.

- Utilize SQL skills (if available) for data extraction and analysis to support decision-making.

- Maintain daily settlement data and ensure correctness of reporting to RBI, accuracy of data updated in NPCI web site, monitor timely update of NPCI web site with the current data. Getting the data cross checked with RBI website to confirm correctness. Zero tolerance for errors.

- Analyse the transactional data, provide insights to customer success teams on trends, issues that must be addressed on day-to-day basis.

Knowledge Sharing & Capability Building:

- Create a knowledge-sharing environment within the team to enhance technical, analytical, and project management skills.

- Organize and facilitate staff and bank training programs.

Functional Skills:

- Strong technical and data analysis skills.

- Expertise in settlement, reconciliation, and dispute management process.

- In-depth understanding of payment products especially UPI and related systems.

- Automation with exposure to RPA, AL/ML, etc.

- Experience in managing the CRM system and Dealing with RBI and other external stakeholders

Technical & Professional Competencies:

- Client Relationship Management (CRM) - system including change management.

- Technical/Data Analytics

- Advanced skills in Excel (data analysis, pivot tables, charts), PowerPoint / Power BI

- SQL knowledge (writing queries, pulling data) - advantageous.

- Proven ability in project management and stakeholder management.