Senior Associate Tech & Project Relationship Management

Accountabilities
• Manage and strengthen relationships with Bank IT stakeholders through continuous daily coordination, effective communication, and proactive engagement across multiple hierarchical levels to ensure alignment and collaboration.
• Own the end-to-end lifecycle of all projects and change requests, including requirement gathering, solution design, execution planning, testing, and final go-live, ensuring quality and timely delivery.
• Conduct structured monthly performance reviews with the Bank to evaluate product performance, identify gaps, analyse trends, and recommend actionable improvements for enhanced efficiency.
• Monitor and analyse operational issues such as transaction declines, system downtimes, and performance bottlenecks; collaborate with bank and internal teams to resolve issues and meet NPCI benchmarks.
• Ensure timely execution and delivery of projects in line with NPCI implementation targets by closely tracking milestones, dependencies, and risks.
• Coordinate with internal Product, Operations, and Technology teams to drive seamless execution of NPCI and Bank-related initiatives, ensuring alignment of priorities and faster delivery.
• Oversee the closure of customer complaints and queries within defined turnaround times (TATs), ensuring high levels of customer satisfaction and service excellence.
• Track NPCI business metrics for assigned accounts, analyse performance trends, and benchmark against competitor data to identify growth opportunities and areas of improvement.
• Ensure 100% compliance with NPCI audit requirements and timely implementation of all NPCI circulars, guidelines, and regulatory updates by the Bank.
• Leverage strong communication, stakeholder management, and analytical capabilities to drive project success, operational efficiency, and business outcomes.

Must Have Skills
• Strong relationship management skills with the ability to engage and influence stakeholders across levels
• Proven project management capabilities with experience in end-to-end delivery
• Excellent verbal and written communication skills for effective coordination
• Good understanding of NPCI products and technical flows (UPI, IMPS, AEPS, NFS, RuPay, NETC, etc.)
• Knowledge of network architecture and technical flow within the payments domain

Good to Have Skills
• Working knowledge of SQL for data analysis and reporting
• Proficiency in MS Excel for data tracking, reporting, and insights generation
• Ability to create professional presentations using MS PowerPoint
• Strong email writing skills with clear and effective business communication

Technical Skills Required
• Basic understanding of AI tools and applications to enhance efficiency and productivity