Operational Excellence Lead

1 day ago

Kolkata, West Bengal, India beBeeCustomerSuccess Full time ₹ 1,20,00,000 - ₹ 1,50,00,000
Senior Success Specialist

This role involves driving Operational Excellence, Project Management, and Data Analysis to enhance performance in the Cards Customer Success vertical.

Key Responsibilities:

  • Monitor and address operational issues between internal teams and banks.
  • Lead performance improvement for major banks through root cause analysis (RCA) and targeted interventions.
  • Provide support to banks on operational issues, daily Cards scheme process enhancements.
  • Conduct bank training sessions on systems, processes, and product awareness.
  • Maintain oversight of the Process Advisory Group to act as a center of expertise for operational excellence.
  • Automate processes leveraging RPA and AI/ML.

Additional Responsibilities:

  • Ensure 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.

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.

Benefits:

NPCI offers 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.

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