Manager – PPI Customer Operations

Andpayments; Dadri; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

AndPayments in India is building a robust PPI operations platform. This Manager – PPI Customer Operations role leads end-to-end KYC, CKYC, V-KYC, wallet lifecycle and corporate onboarding to ensure RBI-compliant, seamless customer experiences.

The role sits at the heart of the business, coordinating with Compliance, Risk and Technology to scale operations. You will own KYC workflows, CKYC data health, V-CIP quality, and wallet controls while partnering with teams to drive metrics, audit

Qualifications

• Bachelor's or Master's in Business Administration, Commerce, Finance, or a related field.
• 5–8 years in PPI operations, digital wallet operations, or customer operations at a PPI issuer, fintech, or bank.
• Deep understanding of RBI PPI Master Directions—KYC, wallet limits, lifecycle management, closure obligations, and dormancy norms.
• Hands-on experience with CKYC registry operations including record uploads, searches, and exception handling.

Responsibilities

• Own the PPI customer KYC process—including minimum KYC (mobile-verified), full KYC (OVD-based), and re-KYC workflows—ensuring compliance with RBI KYC Master Directions and PPI Master Directions.
• Define and maintain KYC SOPs, document acceptance criteria, and rejection workflows; minimise KYC drop-off rates while maintaining compliance integrity.
• Coordinate with the Compliance team for high-risk customer assessments, PEP screenings, and adverse media checks at the customer onboarding stage.
• Track KYC funnel metrics—submission rates, approval rates, rejection rates, and re-KYC completion rates—and drive continuous improvement.
• Own the CKYC integration with Central KYC Registry—uploads, searches, downloads, and exception handling.
• Maintain CKYC audit trails and ensure records are available for regulatory inspection and internal audit.
• Manage the Video Customer Identification Process (V-CIP) operations for full KYC upgrades—including scheduling, capacity, QA, and success rate tracking.
• Ensure V-CIP operations comply with RBI guidelines—certification, audit trails, and geo-tagging requirements.
• Coordinate with technology for platform uptime and regulatory updates.
• Own the complete wallet lifecycle—activation, KYC upgrades, limits, top-ups, redemptions, transfers, expiry, and closure handling.
• Monitor wallet health metrics and MIS for senior management.
• Oversee corporate onboarding—KYB verification, bulk loading, and wallet loading setup; manage corporate PPI clients and SLA adherence.
• Define and maintain corporate onboarding SOPs, bulk-loading runbooks, and reconciliation frameworks.
• Maintain blocking/unblocking and closure logs with audit trails and periodic reports.

Skills

KYC knowledge

CKYC operations

Video KYC

Excel / Sheets

Education

Bachelor's or Master's in Business Admin / Commerce / Finance

Tools

IDfy

Signzy

CKYC APIs

DigiLocker integration

Job description

AndPayments is building the next-generation payments stack for Indian businesses, and for businesses globally that need India-grade payments infrastructure. We operate across Payments, RegTech, B2B SaaS and Prepaid Instruments. These are not separate bets. They are a deliberate stack: compliance infrastructure that enables payment products that enable financial instruments, all built together rather than bolted together.

We move fast because we have to. We care deeply about compliance because we build on regulated infrastructure, and because we believe compliance done right is a competitive moat, not just a cost of doing business. We use AI as a primary operating layer, not as a productivity add-on. If you want to spend the next few years building something that will define how Indian businesses transact, and eventually how businesses transact globally, this is where you should be.

About the role

We are looking for a detail-oriented and customer-centric Manager – PPI Customer Operations to own the end-to-end operational lifecycle of our Prepaid Payment Instruments (PPI) customer base. This is a newly created role that sits at the heart of our PPI business—covering customer KYC, CKYC integration, Video KYC, wallet lifecycle management, corporate wallet onboarding, and PPI closure handling. You will ensure every PPI customer interaction is operationally seamless, fully compliant with RBI PPI Master Directions, and aligned with our commitment to customer experience excellence.

What you'll do

Customer KYC & Onboarding

• Own the PPI customer KYC process—including minimum KYC (mobile-verified), full KYC (OVD-based), and re-KYC workflows—ensuring compliance with RBI KYC Master Directions and PPI Master Directions.
• Define and maintain KYC SOPs, document acceptance criteria, and rejection workflows; minimise KYC drop-off rates while maintaining compliance integrity.
• Coordinate with the Compliance team for high-risk customer assessments, PEP screenings, and adverse media checks at the customer onboarding stage.
• Track KYC funnel metrics—submission rates, approval rates, rejection rates, and re-KYC completion rates—and drive continuous improvement.

CKYC Integration & Monitoring

• Own the operational interface with the Central KYC Registry (CKYC)—managing CKYC record uploads, searches, downloads, and exception handling.
• Ensure all eligible PPI customers are linked to or seeded with CKYC records as required by RBI regulations; maintain CKYC match rates above defined thresholds.
• Monitor CKYC integration health—track API success rates, failure categories, and processing queues; coordinate with the technology team for issue resolution.
• Maintain CKYC audit trails and ensure records are available for regulatory inspection and internal audit.

Video KYC (V-CIP) Operations

• Manage the Video Customer Identification Process (V-CIP) operations for PPI full KYC upgrades—including scheduling, agent capacity management, quality review, and success rate tracking.
• Ensure V‑CIP operations comply with RBI V‑CIP guidelines—covering agent certification, audit trail storage, liveness checks, and geo‑tagging requirements.
• Define and maintain QA frameworks for V‑CIP sessions; review flagged sessions and provide feedback to agents for continuous improvement.
• Coordinate with the technology team for V‑CIP platform uptime, feature enhancements, and regulatory update implementation.

Wallet Lifecycle Management

• Own the complete PPI wallet lifecycle—activation, KYC upgrade prompts, limit management, wallet top‑ups, redemptions, transfers, expiry management, and closure/inactive wallet handling.
• Manage inactive wallet workflows—identifying dormant wallets, executing prescribed notifications, and handling fund disposition in line with RBI PPI Master Directions.
• Coordinate wallet closure processes—ensuring customer requests are processed within SLA, funds are returned to source correctly, and closure records are maintained.
• Monitor wallet health metrics—active wallets, KYC upgrade conversion, dormancy rates, and average balances—and produce regular MIS for senior management.

Corporate Onboarding & Wallet Loading

• Own the end-to-end onboarding process for corporate/enterprise PPI customers—covering agreement execution, KYB verification, beneficiary limit configuration, and wallet loading setup.
• Manage bulk wallet loading operations for corporate clients—ensuring loading instructions are validated, processed accurately, and reconciled against source funds.
• Serve as the primary operational point of contact for corporate PPI clients; manage queries, configuration changes, and operational escalations.
• Define and maintain corporate PPI onboarding SOPs, bulk loading runbooks, and reconciliation frameworks.
• Own account blocking and unblocking operations—processing requests from risk, compliance, and customer support teams within defined SLAs and maintaining complete audit trails.
• Manage end-to-end PPI closure handling—including voluntary closures, regulatory-directed closures, fraud-related closures, and estate-related closures—ensuring funds are correctly returned or disposed of per RBI guidelines.
• Maintain blocking/unblocking and closure logs; produce periodic reports for the Compliance and Risk teams.

What we're looking for

• Bachelor's or Master's degree in Business Administration, Commerce, Finance, or a related field.
• 5–8 years of experience in PPI operations, digital wallet operations, or customer operations at a PPI issuer, fintech, or bank.
• Deep understanding of RBI PPI Master Directions—specifically KYC requirements, wallet limits, lifecycle management, closure obligations, and dormancy norms.
• Hands‑on experience with CKYC registry operations including record uploads, searches, and exception handling.
• Working knowledge of RBI V‑CIP guidelines and experience managing or overseeing Video KYC operations.
• Familiarity with RBI KYC Master Directions including minimum KYC, full KYC, and re‑KYC requirements.
• Strong analytical skills; proficient in Excel/Google Sheets for KYC funnel and wallet health MIS.
• High attention to detail and a strong compliance mindset—comfortable with audit trails, regulatory records, and inspection readiness.

Nice to have

• Prior experience at a licensed PPI issuer (full KYC wallet company) managing CKYC and V‑CIP operations.
• Familiarity with KYC automation platforms (IDfy, Signzy, CKYC APIs, DigiLocker integration).
• Experience onboarding and managing corporate bulk‑loading PPI programmes for large enterprises.
• Understanding of PMLA obligations at the customer level—transaction monitoring, STR triggers, and customer risk profiling.