Senior Associate Customer Success

Key Responsibilities

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.
  

B) 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.
  

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.