About this role
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
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