Digital Transformation Leader
1 week ago
Senior Role Customer Success
We are seeking a highly skilled and experienced professional to fill the role of Senior Role Customer Success. This position will be responsible for driving business growth, improving operational efficiency, and enhancing customer satisfaction in the Cards Customer Success vertical.
About the Job:
The ideal candidate will have 12+ years of experience in project management, data analysis, and KPI improvement. They will be responsible for monitoring and addressing day-to-day operational issues between internal teams and banks, acting as the SPOC for banks for operational queries and escalations, and driving performance improvement for major banks through root cause analysis (RCA) and targeted interventions.
Main Responsibilities:
A) Operational Excellence & Bank Engagement:
• Monitor and address day-to-day operational issues between internal teams and banks, act as the 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.
• Conduct bank training sessions on systems, processes, and product awareness.
B) Compliance & Dispute Management:
• Ensure accurate and timely compliance follow-ups including dispute resolution, penalty processing, and fee calculations.
• Advise on Standard Operating Procedures (SOPs), technology upgrades, and network infrastructure enhancements to improve UPI success rates and achieve KPIs.
C) 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.
D) 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.
Required Skills and Qualifications:
• Strong technical and data analysis skills.
• Expertise in settlement, reconciliation, and dispute management.
• In-depth understanding of payment products (especially UPI and related systems).
• Strong client relationship management capabilities.
• 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) – advantageous.
• Proven ability in project management and stakeholder management
Benefits:
At our organization, you'll be part of a purpose-driven community shaping the future of digital payments. You'll have the opportunity to work on cutting-edge projects that directly impact millions. Our culture values 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 platform to grow, contribute, and make a meaningful difference.
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