Senior Associate - Customer Connect Unit

Role & responsibilities

Job Title: Senior Associate Customer Connect Unit

Division: Offline Products Delivery & Technology

Years of Experience: 2 to 8 years

Education: BE/BTech (Preferred)

Location: Mumbai

Skills - Settlement, Reconciliation, Dispute management, UPI/IMPS/NFS Operations

Key Responsibilities:

• Manage a set of assigned co-operative banks and RRBs to achieve business objectives
• Analyze account performance data to identify areas of improvement and develop strategies to enhance business numbers
• Monitor quality parameters and implement initiatives to enhance bank performance
• Resolve queries and issues related to operations, production, and certification

2. Project Management:

• Provide on-boarding assistance to banks for various NPCI products and services (UPI/IMPS/NFS)
• Ensure timely resolution of issues and concerns related to assigned banks
• Collaborate with internal and external teams to drive project deliverables

3. Stakeholder Management:

• Ensure compliance with regulatory requirements, audit standards, and NPCI policies
• Manage documentation and maintain adherence to organizational policies and procedure

KPI:

• Good communication and project management skills
• Stakeholder management skills with ability to build strong relationships
• Willingness to work towards automation of identified processes to drive efficiency
• AI Tool utilization experience