Senior Associate Customer Success

National Payments Corporation of India (NPCI); Mumbai; On-site; INR 700,000 - 1,100,000; Full time

Job summary

National Payments Corporation of India (NPCI) in Maharashtra is seeking a Senior Associate Customer Success to manage operational excellence, settlements, and analytics across bank partners. The role drives process improvements, implements automation, and ensures high service standards for multiple payment channels.

You will analyze performance, build dashboards (Power BI/Excel), and train banks on systems and processes while collaborating with cross-functional teams to achieve KPI targets.

Qualifications

• Experience in payment operations or related domains.
• Ability to analyze data and derive actionable insights.
• Strong communication and cross-functional collaboration.

Responsibilities

• Monitor day-to-day operational issues and act as SPOC for banks and internal teams.
• Drive performance improvements through RCA and targeted interventions.
• Oversee settlement, dispute handling, and KPI governance.
• Conduct trainings for banks on systems, processes and product awareness.
• Lead automation initiatives using RPA, AI, and ML technologies.
• Prepare dashboards and MIS reports for leadership and partners.

Skills

Operational excellence

Stakeholder management

Data analytics

Power BI

SQL

Excel

RPA

Process improvement

Job description

Job Overview

• Job Opening Name: Senior Associate Customer Success
• State: Maharashtra
• Job Type: Full Time
• Experience Level: Associate

Key Responsibilities

• Operational Excellence & Bank Engagement
  • Monitor and address day-to-day operational issues between internal teams and member banks; act as the SPOC for operational queries and escalations.
  • Drive performance improvement initiatives for major banks through Root Cause Analysis (RCA) and targeted interventions.
  • Support banks in resolving operational issues and implementing process improvements.
  • Conduct training sessions for banks on systems, processes, and product awareness.
  • Maintain oversight of operational processes and drive continuous operational excellence.
  • Lead process automation initiatives leveraging RPA, AI, and ML technologies.
• Compliance, Settlement & Dispute Management
  • Ensure accurate and timely compliance follow-ups, including dispute resolution, penalty processing, and fee calculations.
  • Oversee settlement and dispute management processes, including transaction reconciliation, chargeback monitoring, exception handling, and stakeholder communication.
  • Conduct root cause analysis of operational incidents and implement corrective actions.
  • Advise stakeholders on SOP enhancements, technology upgrades, and network infrastructure improvements to improve success rates and KPI achievement.
  • Support leadership in responding to regulatory queries from RBI, UIDAI, and other regulatory authorities.
• Data Analytics & Reporting
  • Perform advanced data analysis to identify operational bottlenecks, trends, and performance gaps.
  • Prepare dashboards, MIS reports, presentations, and performance reviews for leadership and member banks.
  • Leverage Excel, Power BI, and SQL for data extraction, analysis, and decision support.
  • Monitor and govern operational KPIs, SLAs, and service performance metrics.
• Knowledge Management & Capability Building
  • Foster a knowledge-sharing culture within the team to strengthen technical, analytical, and project management capabilities.
  • Organize and facilitate internal staff trainings and external bank enablement programs.
  • Drive adoption of best practices across operations, analytics, dispute management, and stakeholder engagement.

Key Skills & Experience Required

Functional Skills

• Strong expertise in operational excellence, payment operations, and stakeholder management.
• Hands-on experience in settlement, reconciliation, dispute management, and chargeback processes for UPI, Cards, IMPS, AEPS, or similar payment systems.
• In-depth understanding of digital payment ecosystems and payment processing frameworks.
• Strong client relationship and ecosystem partner management capabilities.
• Experience in KPI governance, process optimization, and operational risk management.

Technical & Professional Competencies

• Advanced proficiency in Microsoft Excel (Pivot Tables, Power Query, Dashboards, Data Analysis).
• Strong PowerPoint and Power BI presentation and visualization skills.
• Excellent communication, stakeholder management, drafting, and presentation skills.
• Working knowledge of SQL for data extraction and analysis is preferred.
• Proven experience in project management, cross-functional coordination, and execution governance.

AI & Automation Experience

• Hands-on experience in leveraging AI/ML, Generative AI, and predictive analytics for operational excellence, transaction monitoring, exception management, dispute resolution, process optimization, and customer experience enhancement.
• Exposure to RPA, intelligent automation, AI-driven dashboards, anomaly detection, and advanced analytics tools (SQL, Power BI, Python) to improve operational efficiency, KPI monitoring, root cause analysis, and data-driven decision-making across digital payment ecosystems.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.