Senior Associate Customer Connect Unit

National Payments Corporation of India; Mumbai; On-site; INR 600,000 - 1,200,000; Full time

Benefits offered by this job

Comprehensive insurance coverage

Parental leave

Relocation and travel support

Employee Assistance Program

Provident Fund and Gratuity Contributions

Job summary

National Payments Corporation of India (NPCI) is seeking a dynamic individual to manage relationships with Cooperative and Regional Rural Banks. The role includes analyzing account performance, ensuring compliance, and driving process improvements while leveraging AI tools for automation.

Join NPCI to be part of transforming the digital payments landscape in India and make a meaningful impact on millions.

Qualifications

• Experience in relationship management for banks or financial institutions.
• Strong analytical skills for performance metrics analysis.
• Knowledge of regulatory compliance and audit standards.

Responsibilities

• Manage relationships for Cooperative and Regional Rural Banks.
• Analyze account data to drive growth.
• Ensure compliance with NPCI guidelines and regulations.
• Identify process gaps and drive improvements.

Skills

Relationship management

Data analysis

Compliance management

Process improvement

AI tools utilization

Education

Bachelor's degree in a relevant field

Tools

AI automation tools

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.

To learn more about our company please click on link AboutNPCI

Our Culture

The NPCI WAY – Our Guiding Principles

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

The NPCIWAY is not just a framework - it’s a shared commitment by every individual to align with our evolving business needs, dynamic market conditions, and workforce expectations.

Five Tenets of the NPCIWAY

• Forward Thinking Mind-Set
• Customer First
• Lead With Purpose
• Passion to Deliver
• All Succeed Together

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 well-being support.

Family & Childcare

• Parental Leave: Inclusive maternity and paternity leave.
• Daycare Support: Assistance for working parents.

Mobility & Lifestyle

• Mobility Benefits: Relocation, transfers, and 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.

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.

Responsibilities

• Own end-to-end relationship management for Cooperative Banks and Regional Rural Banks (RRBs).
• Analyze account data and performance metrics to drive business growth and increase volumes.
• Monitor and maintain defined quality parameters, collaborating closely with banks to improve overall performance.
• Build and sustain strong relationships with key stakeholders, ensuring timely query resolution within defined TATs.

Project Management

• Provide onboarding support to banks for various NPCI products and services.
• Ensure timely resolution of all operational, technical, and process-related issues for assigned banks.
• Coordinate effectively with internal teams and external stakeholders to ensure smooth execution of activities and initiatives.

Stakeholder & Compliance Management

• Ensure adherence to regulatory requirements, NPCI guidelines, and audit standards across assigned banks.
• Act as a single point of contact for audits, reviews, and compliance-related queries.

Process Improvement & Automation

• Identify process gaps, inefficiencies, and dependency-driven activities.
• Drive automation and simplification of repetitive or redundant processes to improve efficiency and turnaround times.
• AI & Automation Capability: Proven ability to leverage AI tools (Copilot, ChatGPT, Claude, Gamma, Canva) for automating workflows, generating insights from datasets, creating structured business presentations.