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.