Senior Associate Customer Connect Unit

Roles & responsibilities:

1. Account Management

• 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.
  

2. 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.
  

3. 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.
  

4. 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, etc.) for Automating workflows, generating insights from datasets, creating structured business presentations.
  

Key Skills & Competencies

• Stakeholder Management
  
• Strategic Thinking & Execution
  
• Data Analysis & Reporting
  
• Customer-Centric Approach
  
• Process Improvement & Optimization
  
• Risk Management & Compliance Awareness
  
• Strong Organizational Skills