Lead Business Operations

NPCI International; Mumbai; On-site; INR 1,500,000 - 2,000,000; Full time

Benefits offered by this job

Comprehensive insurance coverage

Onsite medical center

Mobility benefits

Job summary

NPCI International in Mumbai seeks a Lead for Business Operations focused on UPI and RuPay. This role entails managing a team, overseeing operations, and ensuring compliance with NPCI and RBI guidelines.

The ideal candidate will possess a Bachelor's degree, 8-10 years in payment systems, and strong leadership skills. The position offers comprehensive employee benefits.

Qualifications

• Minimum 8–10 years of experience in payment systems or digital payments.
• 5+ years of team leadership or supervisory experience.
• Strong understanding of UPI and RuPay.

Responsibilities

• Lead the Business Operations team managing UPI and RuPay.
• Ensure operational SLAs and service benchmarks are met.
• Drive decline reduction initiatives with banks and partners.

Skills

Leadership

Project Management

Analytical Skills

Communication Skills

Education

Bachelor’s degree in Computer Science or related field

Postgraduate degree (MBA preferred)

Job description

National Payments Corporation of India (NPCI) | Full Time

About NPCI

The National Payments Corporation of India (NPCI) is a pivotal institution in India’s digital payments ecosystem, established by the Reserve Bank of India (RBI) and the Indian Banks’ Association (IBA). NPCI operates under the Payment and Settlement Systems Act, 2007 and is a “Not for Profit” company under Section 8 of the Companies Act 2013. NPCI is committed to building world‑class digital payment infrastructure through innovative and efficient retail payment platforms.

Equal Opportunity Employer

NPCI is an Equal Opportunity Employer and encourages diversity and inclusion. NPCI has zero tolerance for discrimination based on race, ethnicity, disability, gender identity, sexual orientation, or any other protected characteristic, including support for the LGBTQ+ community.

Employee Perks and Benefits

• Insurance & Wellness: Comprehensive coverage: medical, accidental, and life insurance.
• Employee Assistance Program: Onsite medical center, financial/legal counselling, mental wellness.
• Annual Wellness Bouquet: Holistic wellbeing support.
• Family & Childcare: Parental leave inclusive of maternity and paternity leave; Daycare support for working parents.
• Mobility & Lifestyle: Mobility benefits: relocation, transfers, travel support; Home loan interest support up to 50% reimbursement; Mobile reimbursement new handset every 2 years; Car lease, salary advance, subsidized meals; Reward & Recognition program; Technology innovation: patents and IP rights policy.
• Retirement Planning: Provident Fund (PF) and gratuity contributions.

Job Description and Duties

Lead – Business Operations (UPI & RuPay), NIPL. Reports to: In charge, Business Operations, NIPL.

1. Team Leadership & People Management
   • Lead, mentor, and manage the Business Operations team handling UPI and RuPay operations.
   • Allocate tasks, review team outputs, monitor performance, and ensure timely issue resolution.
   • Build operational capability through training, knowledge sessions, and continuous feedback.
2. Project Management Skills
   • Working knowledge of UPI ecosystem (NPCI, PSP banks, TPAPs, issuers, acquirers).
   • Awareness of transaction flows, reversals, disputes, chargebacks, and settlements.
   • Dependency management across IT, operations, compliance, vendor, and NPCI teams.
   • Managing escalations and stakeholder expectations.
   • SOP creation and updates for UPI back‑office activities.
   • Preparing BRDs / FRDs, UAT sign‑off documents, compliance & audit documentation.
   • Basic understanding of SQL / data analysis is an added advantage.
   • Coordinating UAT, sign‑offs, production rollouts.
   • Tracking post‑release issues and stabilization.
   • Influencing teams without direct reporting authority.
   • Decision making under operational pressure.
3. UPI & RuPay Operations Oversight
   • Supervise end‑to‑end clearing and settlement operations for UPI and RuPay, including settlement to domestic and international partners.
   • Ensure operational SLAs, TATs, and service benchmarks are consistently met.
4. Transaction Monitoring & Issue Resolution
   • Review and analyze transaction trends, declines, and exceptions identified by the team.
   • Drive decline reduction initiatives with banks, TPAPs, PSPs, and international partners.
   • Act as the primary escalation point for operational issues and incidents.
5. Payment System Maintenance & Coordination
   • Work closely with internal Technology, Product, and Risk teams to manage system enhancements, updates, and change requests.
   • Conduct periodic operational readiness checks and support new feature deployments.
6. Regulatory & Compliance Governance
   • Ensure strict adherence to NPCI, RBI, and internal regulatory guidelines.
   • Maintain compliance documentation, process notes, SOPs, and audit readiness.
   • Support internal and external audits with timely data and clarifications.
7. Data Analytics & Business Insights
   • Oversee preparation of analytical dashboards, MIS, and operational reports.
   • Translate data insights into actionable recommendations for product, business, and senior leadership.
   • Identify opportunities for automation and process optimization.
8. Stakeholder Management
   • Represent Business Operations in discussions with banks, TPAPs, international partners, and internal cross‑functional teams.
   • Conduct periodic performance reviews with stakeholders and ensure alignment on operational KPIs.
   • Ensure effective communication of updates, incidents, and insights to senior management.
9. Strategic Initiatives
   • Support strategy formulation to optimize UPI & RuPay transaction volumes.
   • Work on initiatives to improve customer experience, merchant acceptance, and partner performance.
   • Lead operational projects focused on scalability, efficiency, and risk reduction.

Skills & Qualifications

• Education
  • Bachelor’s degree in Computer Science, Engineering, Finance, or a related field.
  • Postgraduate degree (MBA preferred) is an added advantage.
• Experience
  • Minimum 8–10 years of experience in payment systems, digital payments, or banking operations.
  • Minimum 5+ years of team leadership or supervisory experience.
• Technical Skills
  • Strong understanding of UPI, RuPay, and real‑time payment systems.
  • Experience with transaction processing, settlement operations, dispute handling, and operational risk.
  • Familiarity with RBI/NPCI guidelines, compliance standards, and data security norms.
• Soft Skills
  • Excellent communication, stakeholder handling, and presentation skills.
  • Strong leadership, decision‑making, and conflict resolution abilities.
  • Ability to work under pressure, manage deadlines, and drive team accountability.
  • Analytical mindset with a focus on operational excellence and continuous improvement.