Lead Business Operations

Job Description and Duties
Lead – Business Operations (UPI & RuPay), NIPL
Reports to: In charge, Business Operations, NIPL
Job Responsibilities: We are looking for an experienced and proactive Team Leader – Project Management and Business Operations The candidate will primarily lead Project Management role with regards to handling all requirement of the partners from Back-office perspective and will oversee the day to day functioning of UPI and RuPay operations.

The ideal candidate will lead a team responsible for Project Management, i.e manage the project end to end from Back Office perspective. Smooth payment operations, ensuring high-quality service delivery, regulatory compliance, and continuous improvement of operational processes
1. Team Leadership & People Management
• Lead, mentor, and manage the Business Operations team handling UPI and RuPay operations.
• Allocate tasks, review team outputs, monitor performance, and ensure timely issue resolution.
• Build operational capability through training, knowledge sessions, and continuous feedback.
2. Project Management Skills
• Working knowledge of UPI ecosystem (NPCI, PSP banks, TPAPs, issuers, acquirers)
• Awareness of transaction flows, reversals, disputes, chargebacks, and settlements
• Dependency management across IT, operations, compliance, vendor, and NPCI teams
• Managing escalations and stakeholder expectations
• SOP creation and updates for UPI back-office activities
• Preparing: BRDs / FRDs, UAT sign off documents, Compliance & audit documentation
• Basic understanding of SQL / data analysis is an added advantage
• Coordinating UAT, signoffs, production rollouts
• Tracking post-release issues and stabilization
• Influencing teams without direct reporting authority
• Decision making under operational pressure
3. UPI & RuPay Operations Oversight
• Supervise end-to-end clearing and settlement operations for UPI and RuPay, including settlement to domestic and international partners.
• Ensure operational SLAs, TATs, and service benchmarks are consistently met.
4. Transaction Monitoring & Issue Resolution
• Review and analyze transaction trends, declines, and exceptions identified by the team.
• Drive decline reduction initiatives with banks, TPAPs, PSPs, and international partners.
• Act as the primary escalation point for operational issues and incidents.
5. Payment System Maintenance & Coordination
• Work closely with internal Technology, Product, and Risk teams to manage system enhancements, updates, and change requests.
• Conduct periodic operational readiness checks and support new feature deployments.
6. Regulatory & Compliance Governance
• Ensure strict adherence to NPCI, RBI, and internal regulatory guidelines.
• Maintain compliance documentation, process notes, SOPs, and audit readiness.
• Support internal and external audits with timely data and clarifications.
7. Data Analytics & Business Insights
• Oversee preparation of analytical dashboards, MIS, and operational reports.
• Translate data insights into actionable recommendations for product, business, and senior leadership.
• Identify opportunities for automation and process optimization.
8. Stakeholder Management
• Represent Business Operations in discussions with Banks, TPAPs, international partners, and internal cross-functional teams.
• Conduct periodic performance reviews with stakeholders and ensure alignment on operational KPIs.
• Ensure effective communication of updates, incidents, and insights to senior management.
9. Strategic Initiatives
• Support strategy formulation to optimize UPI & RuPay transaction volumes.
• Work on initiatives to improve customer experience, merchant acceptance, and partner performance.
• Lead operational projects focused on scalability, efficiency, and risk reduction.
Skills & Qualifications:
Education
• Bachelor’s degree in Computer Science, Engineering, Finance, or a related field.
• A postgraduate degree (MBA preferred) is an added advantage.
Experience
• Minimum 8–10 years of experience in payment systems, digital payments, or banking operations.
• Minimum 5+ years of team leadership or supervisory experience.
Technical Skills
• Strong understanding of UPI, RuPay, and real-time payment systems.
• Experience with transaction processing, settlement operations, dispute handling, and operational risk.
• Familiarity with RBI/NPCI guidelines, compliance standards, and data security norms.
Soft Skills
• Excellent communication, stakeholder handling, and presentation skills.
• Strong leadership, decision-making, and conflict resolution abilities.
• Ability to work under pressure, manage deadlines, and drive team accountability.
• Analytical mindset with a focus on operational excellence and continuous improvement.