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.
- 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.
- 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.
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.
- 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.
- 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.
Skills Required
- Strong expertise in operational excellence, payment operations, and stakeholder management
- Hands-on experience with 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
- Advanced proficiency in Microsoft Excel, including Pivot Tables, Power Query, dashboards, and data analysis
- Strong PowerPoint and Power BI presentation and visualization skills
- Excellent communication, stakeholder management, drafting, and presentation skills
- Proven experience in project management, cross-functional coordination, and execution governance
- Working knowledge of SQL for data extraction and analysis
- Hands-on experience leveraging AI/ML, Generative AI, and predictive analytics for operational excellence and payment operations
- Exposure to RPA, intelligent automation, AI-driven dashboards, anomaly detection, and advanced analytics tools such as SQL, Power BI, and Python
What We Do
NPCI is an umbrella organisation for all retail payment systems in India. It was set up with the support & guidance from Reserve Bank of India (RBI) & Indian Banks Association (IBA). A registered company under Section 8 of the Companies Act, 2013. Watch the NPCI Corporate AV - https://youtu.be/RGl9YQ6CB20 Products & Services Unified Payments Interface Unique payment solution which empowers a recipient to initiate the payment request from a smartphone. It facilitates 'virtual payment address' as a payment identifier for sending & collecting money & works on single click 2 factor authentication. Immediate Payment Service A 24X7, real time, cost effective, independent channel, retail payment service, introduced by NPCI, empowering customers to transfer money instantly with banks & RBI authorised PPIs across India. RuPay Robust card scheme designed to offer payment products with superior features & processes specifically designed to cater to diverse consumer needs. *99# USSD based mobile banking platform that makes banking services accessible to all the bank account holders on their mobile phones. National Automated Clearing House Centralised payment system developed with an aim to consolidate multiple ECS systems running across the country & provide a framework for the removal of local barriers/inhibitors. Aadhaar Enabled Payment System Bank led model which allows online financial inclusion transactions at micro-ATMs through the business correspondent of any bank using the Aadhaar authentication. e-KYC Electronic way of conducting authentic & real time KYC of a customer using Aadhaar authentication. Cheque Truncation System Electronic image of the cheque is transmitted to the drawee bank by the clearing house, along with relevant information. National Financial Switch Facilitates routing of ATM transactions through inter-connectivity between its member institutions thereby enabling the citizens of the country to utilise any ATM of a connected entity
