Customer Success Performance Lead

24 hours ago

Ahmedabad, Gujarat, India beBeePerformance Full time ₹ 22,00,000 - ₹ 26,00,000
Job Description

This senior role in customer success is responsible for operational excellence, project management, data analysis, and KPI improvement, international partnerships for cards payment products. The primary liaison will ensure smooth operations processes, compliance, and continuous performance improvement for ATM, POS & Ecom, domestic & International transactions & dispute management processes.

The ideal candidate will serve as the primary contact between internal teams and banks, monitoring day-to-day operational issues and addressing queries and escalations. They will drive performance improvement through root cause analysis (RCA) and targeted interventions, providing both online and offline support to banks for operational issues, daily cards scheme process improvements, and conducting bank training sessions on systems, processes, and product awareness.

Key responsibilities include:

  • Operational Excellence & Bank Engagement: Monitor and address day-to-day operational issues between internal teams and banks, act as the single point of contact (SPOC) for banks for operational queries and escalations.
  • Drive performance improvement for major banks through root cause analysis (RCA) and targeted interventions.
  • Provide both online and offline support to banks for operational issues, daily Cards scheme process improvements.

In addition, the successful candidate will be responsible for maintaining oversight on the Process Advisory Group to act as a center of expertise for operational excellence, automating processes leveraging RPA and AI/ML, ensuring accurate and timely compliance follow-ups including dispute resolution, penalty processing, and fee calculations.

Required Skills & Qualifications

Strong technical and data analysis skills are required, along with expertise in settlement, reconciliation, and dispute management, and an in-depth understanding of payment products, especially UPI and related systems. Strong client relationship management capabilities are also necessary.

Additionally, the following skills are beneficial:

  • Advanced skills in Excel (data analysis, pivot tables, charts).
  • Excellent PowerPoint / Power BI presentation skills.
  • Strong communication, drafting, and presentation skills.

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

Benefits

At our organization, you'll be part of a purpose-driven team shaping the future of digital payments in India and beyond. We foster a culture of innovation, inclusion, and high performance, where every individual is empowered to lead with purpose and deliver with passion. With a strong focus on employee wellbeing, continuous learning, and collaborative success, we offer a unique opportunity to grow, contribute, and make a meaningful difference.

Join us to experience a work environment that values teamwork, open communication, and shared goals, where every individual's contributions are valued and respected. Together, let's shape the future of digital payments and create a better tomorrow.

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