Senior Associate Customer Connect Unit

NPCI; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Medical insurance

Life insurance

Onsite medical center

Parental leave

Relocation support

Home loan assistance

Mobile reimbursement

Car lease

Salary advance

Subsidized meals

Rewards program

IPR policy

PF & Gratuity

Job summary

National Payments Corporation of India (NPCI) invites applications for roles in account management and project onboarding with major banks. The role focuses on owning bank relationships, coordinating onboarding of NPCI products, and ensuring compliance with regulatory standards, while driving process improvements and automation to enhance efficiency.

The organization emphasizes inclusion, innovation, and a high-performance workplace with extensive employee benefits and growth opportunities

Responsibilities

• Own and manage end-to-end relationship lifecycle for assigned banks and regional banks, as primary point of contact for business, operations and service matters.
• Provide onboarding and implementation support for NPCI products and services, coordinating with internal teams and external stakeholders.
• Ensure banks comply with regulatory requirements, NPCI guidelines, procedures and audit standards; coordinate audits and regulatory assessments.
• Identify process gaps, drive optimization and automation to improve productivity, accuracy, and stakeholder experience.

Job description

National Payments Corporation of India (NPCI) | Full Time

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). It operates under the Payment and Settlement Systems Act, 2007, and is incorporated as a “Not for Profit” company under Section 25 of the Companies Act 1956 (now Section 8 of the Companies Act 2013). NPCI is dedicated to building world-class digital payment infrastructure through innovative and efficient retail payment platforms. As an Equal Opportunity Employer, NPCI is committed to fostering an inclusive workplace culture, with zero tolerance for discrimination based on race, ethnicity, disability, gender identity, or sexual orientation, including support for the LGBTQ+ community.

Our Culture

TheNPCIWAY –OurGuidingPrinciples

At NPCI, we foster a culture of Inclusion, Innovation, and a High- Performance Workplace .

FiveTenetsoftheNPCIWAY

• ForwardThinkingMind-Set
• CustomerFirst
• LeadWith Purpose
• PassiontoDeliver
• AllSucceedTogether

Employee Perks and Benefits

Insurance&Wellness:

• ComprehensiveCoverage :Medical,accidental,andlifeinsurance.
• Employee Assistance Program : Onsite medical center, financial/legal counselling, mental wellness.
• AnnualWellnessBouquet :Holisticwellbeingsupport

Family &Childcare:

• ParentalLeave :Inclusivematernityandpaternityleave.
• Nanny at home Support: Assistance for Working Parents

Mobility&Lifestyle:

• MobilityBenefits :Relocation,transfers,andtravelsupport.
• HomeLoanInterestSupport :Upto50%reimbursement*
• MobileReimbursement :Newhandsetevery2years.
• CarLease,SalaryAdvance,SubsidizedMeals.
• Reward&RecognitionProgram.
• TechnologyInnovation: PatentsandIPRightspolicy.

RetirementPlanning:

• ProvidentFund(PF) and Gratuity Contributions.

Why Join Us

At NPCI, you’ll be part of a purpose-driven organization shaping the future of digital payments in India and beyond. 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. With a strong focus on employee wellbeing, continuous learning, and collaborative success, NPCI is more than just a workplace - it’s a platform to grow, contribute, and make a meaningful difference.

1. Account ManagementOwn and manage the end-to-end relationship lifecycle for assigned Co-operative Banks and Regional Rural Banks (RRBs), serving as the primary point of contact for all business, operational, and service-related matters. Continuously analyze account performance, transaction trends, and business metrics to identify growth opportunities, improve transaction volumes, and enhance overall engagement with NPCI products and services. Monitor key quality and performance parameters on a regular basis and collaborate closely with bank officials to address gaps, improve operational efficiency, and achieve desired outcomes. Build and maintain strong relationships with senior management and key stakeholders within assigned banks, ensuring timely and effective resolution of queries, concerns, and escalations within defined turnaround times (TATs). Regularly engage with stakeholders to understand their requirements and support business expansion initiatives.
2. Project ManagementProvide comprehensive onboarding and implementation support for various NPCI products and services, ensuring a smooth and seamless experience for banks. Coordinate with internal functional teams and external stakeholders to facilitate successful execution of new projects, product rollouts, and enhancement initiatives. Track onboarding milestones, monitor project progress, and proactively address operational, technical, and process-related challenges to minimize delays and ensure timely completion. Actively support banks during implementation phases by providing guidance, resolving issues, and ensuring adherence to established timelines and standards.
3. Stakeholder & Compliance ManagementEnsure that assigned banks comply with all applicable regulatory requirements, NPCI guidelines, operational procedures, and audit standards. Act as the central coordination point for audits, compliance reviews, inspections, and regulatory assessments. Work closely with bank representatives and internal teams to address observations, provide necessary documentation, and ensure timely closure of compliance-related issues. Promote awareness of regulatory updates and ensure effective implementation of compliance requirements across assigned institutions.
4. Process Improvement & AutomationIdentify process gaps, operational inefficiencies, and activities that are highly dependent on manual intervention. Analyze existing workflows and recommend process optimization initiatives to improve productivity, accuracy, and service quality. Drive automation and digital transformation efforts by simplifying repetitive tasks, reducing redundancies, and implementing scalable solutions that enhance operational efficiency, reduce turnaround times, and improve the overall stakeholder experience.