Program Manager

About the TeamAt Navi, the UPI team is responsible for driving the success of our UPI platform, owning the P&L and working in close partnership with Product, Marketing, Data Science, Analytics, Tech and other support functions. The team focuses on expanding the customer base, boosting revenue and optimising costs through continuous improvement.About the RoleWe are looking for a strong candidate, who will ensure seamless transaction experiences for users by program managing monitoring, analyzing, and improving UPI reliability. The role demands identifying problem areas, driving structured projects to drive strategic projects or to fix systemic issues, and collaborating with banks, PSPs, and NPCI. You will be at the front line of safeguarding customer trust while shaping long-term reliability improvements.What We Expect From YouKey OwnershipsMonitoring & AnalysisTrack real-time UPI performance (success rates, pending/deemed transactions, SLA adherence).Identify problem areas by analyzing trends, failure hotspots, and ecosystem patterns.Publish daily/weekly reliability dashboards and insights for leadership.Problem Identification & ProjectsLead deep-dive root cause analysis for recurring reliability gaps and convert findings into structured reliability projects (e.g., reducing pending transactions, improving reconciliation timelines)Drive projects end-to-end with clear milestones, accountability, and success metricsIncident Management & EscalationsOwn escalation management for high-severity transaction issues and document learning and institutionalize preventive actions.Coordinate with PSPs, banks, and NPCI to ensure timely fixes.Process & GovernanceDefine and implement SOPs for transaction monitoring, escalation handling, and reconciliations.Ensure governance by setting up regular partner reviews on reliability KPIs.Drive automation initiatives to reduce manual intervention.Customer Experience FocusMeasure and reduce customer escalations related to pending/failed transactionsPropose customer-facing solutions to enhance transparency during transaction delaysEcosystem & Stakeholder CollaborationWork with NPCI, PSPs, and banks to resolve systemic issues and influence ecosystem SLAsBuild strong cross-functional partnerships internally (CX, product, tech, finance).Must HavesStrong academics, extra curricular, communication and ambition for career growthExperience in payments, fintech, banking operations, reliability/incident management, or program managementGood understanding of the UPI ecosystem, NPCI processes, and PSP-bank integrations.Proven ability to identify problems, define projects, and drive execution to closure.Analytical mindset with experience in data-driven root cause analysis (SQL/Excel skills a plus).Excellent coordination and stakeholder management skills.Process-oriented, detail-focused, with ability to work under high-pressure situations.About NaviWe are on a mission to make finance simple, accessible and affordable for a billion Indians. Guided by a strong customer-first approach, we are building tech-first solutions that work at scale. Our offerings include a range of financial products and services across Loans, Insurance, Mutual Funds, Digital Gold and UPI.Founded by Sachin Bansal & Ankit Agarwal in 2018, we are one of India’s fastest-growing financial services organisations. But we’re just getting startedOur CultureAt Navi, we’re a place where ambition meets opportunity and ideas turn into impact quickly. We empower people with high ownership from the start, encouraging them to solve meaningful problems and build with excellence. Teams here work in an environment that values speed, collaboration and craftsmanship, while celebrating learning, growth and shared wins along the way. Whether you’re shaping the future of fintech products or driving innovation behind the scenes, life at Navi means being part of a high-energy, talent-driven workplace where your contributions truly make a difference.We’re guided by our own operating system - The Navi OS - a set of principles that shape how we work and win together. You can explore them at navi.com/our-values to see what drives us every day.If this feels like you, Navi is the place to grow, thrive and make a real impact.