Customer Success Operations Expert
2 days ago
This role oversees Operational Excellence, Project Management, Data Analysis, and KPI Improvement in the Cards Customer Success vertical. The successful candidate will manage international Partners for Cards payment products and act as the primary liaison between internal teams and banks to ensure smooth operations process, compliance, and continuous performance improvement for ATM, POS & Ecom, domestic & International transactions & dispute Management processes.
Key responsibilities include monitoring and addressing day-to-day operational issues between internal teams and banks, acting as the SPOC for banks for operational queries and escalations, driving performance improvement for major banks through root cause analysis (RCA) and targeted interventions, providing both online and offline support to banks for operational issues, daily Cards scheme process improvements, conducting bank training sessions on systems, processes, and product awareness, maintaining 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 & 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.
- Support leadership in responding to regulatory queries from authorities.
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 for data extraction and analysis to support decision-making.
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 & 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.
Benefits:
- Advanced skills in Excel (data analysis, pivot tables, charts).
- Excellent PowerPoint / Power BI presentation skills.
- Strong communication, drafting, and presentation skills.
Why Join Us:
At our organization, you'll be part of a purpose-driven team shaping the future of digital payments. We offer a unique opportunity to work on cutting-edge projects that directly impact millions. 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 are more than just a workplace—it's a platform to grow, contribute, and make a meaningful difference.
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