BBPS - Customer Experience Specialist

PhonePe Group; Bengaluru; Presencial; INR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

PhonePe Group in Bengaluru, India, is seeking a BBPS Advisor to oversee day-to-day compliance monitoring, regulatory reporting, and anomaly tracking within the BBPS ecosystem. The role emphasizes data-driven analysis, Excel proficiency, and automation to optimize internal reporting processes.

The position requires handling BOD/EOD filings, conducting RCA on operational issues, and collaborating with cross-functional governance forums to ensure timely and accurate regulatory submissions.

Formación

• Advanced proficiency in Microsoft Excel and data manipulation.
• Proven ability to perform Root Cause Analysis (RCA) on operational issues.
• Clear verbal and written communication for cross-team updates.

Responsabilidades

• Regulatory Compliance & Reporting: Prepare and file BOD/EOD reports within SLAs.
• Data & Performance Governance: Maintain compliance metrics and data dumps for governance reviews.
• Incident Analysis & Tracking: Conduct RCA on operational exceptions and track breaches.
• Customer Support & Escalations: Flexibly handle tickets and queries to ensure smooth operations.
• Process Automation & Innovation: Identify opportunities to automate reporting and improve workflows.
• Stakeholder Management: Collaborate with cross-functional teams and departments.

Conocimientos

Excel proficiency

Analytical thinking

Communication skills

Ticket handling

Collaborative team player

Herramientas

NPCI compliance tools

Descripción del empleo

Job Description

Job Description

1. Role Summary

The BBPS (Bharat Bill Payment System) Advisor will be responsible for overseeing day-to-day compliance monitoring, regulatory reporting, and anomaly tracking within the BBPS ecosystem. This role requires a highly data-driven professional adept at preparing critical Begin of Day (BOD) / End of Day (EOD) regulatory filings, performing Root Cause Analysis (RCA) on operational issues, and engaging with cross-functional governance forums. The ideal candidate brings strong Excel and problem-solving skills, flexibility in handling customer tickets, and an eagerness to leverage automation and NPCI compliance tools to optimize internal reporting processes.

2. Key Responsibilities

• Regulatory Compliance & Reporting: Prepare, validate, and file required regulatory reports (BOD/EOD) on compliance trackers accurately and within strictly defined SLAs.
• Data & Performance Governance: Maintain key compliance metrics, prepare daily data dumps, and update trackers for presentation at internal governance forums.
• Incident Analysis & Tracking: Perform regular Root Cause Analysis (RCA) on operational exceptions, monitor/track breach cases, and detect data anomalies.
• Customer Support & Escalations: Flexibly handle customer support tickets, issues, and query resolutions to ensure smooth operations.
• Process Automation & Innovation: Identify opportunities to automate manual reporting routines and implement efficient workflow enhancements.
• Stakeholder Management: Collaborate with different cross-functional teams, departments, and operational categories across the organization.

Qualifications

Required Skills & Qualifications

• Data Proficiency: Strong data-driven mindset with advanced proficiency in Microsoft Excel.
• Analytical Thinking: Proven problem-solving capabilities with experience in conducting Root Cause Analysis (RCA).
• Communication Skills: Clear verbal and written communication skills for cross-team coordination and executive updates.
• Adaptability & Ticket Handling: Flexibility to handle customer tickets, manage multiple priorities, and adapt to operational requirements.
• Collaborative Team Player: Demonstrated ability to thrive in a team-oriented, collaborative work environment.

Additional Information

Growth & Learning Opportunities

• Gain hands-on exposure to NPCI compliance tools, operational guidelines, and ecosystem dynamics.
• Learn end-to-end reporting automation techniques to streamline business operations.
• Opportunity to lead cross-functional initiatives and engage with diverse operational groups and product categories.

Department Name: CX

Requirements