Senior Associate Customer Success

Zoho; Mumbai; Hybrid; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Insurance & Wellness

Annual Wellness Bouquet

Mobility & Relocation support

Mobile reimbursement

Job summary

NPCI is a premier Indian payments organization focused on building and operating digital payment infrastructure. The role spans operations, analytics, and capability building, with opportunities to drive automation using AI/ML, assist banks, and contribute to strategic initiatives.

You will work across onboarding to settlement processes, collaborating with multiple internal teams and member banks to ensure high performance and regulatory compliance.

Qualifications

• Strong expertise in operational excellence, payment operations, and stakeholder management.

Responsibilities

• Monitor 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 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.
• 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.

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

TheNPCIWAY –OurGuidingPrinciples

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

The NPCIWAY isnotjustaframework - it’sasharedcommitmentbyevery individual to align with our evolving business needs, dynamic market conditions, and workforce expectations.

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.

A) 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.
• 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.

C) 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.

D) 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.