About this role
The opportunity | The Tech
Relationship Manager (TRM) is responsible for end‑to‑end technical
delivery, production stability, and performance management of NPCI payment
products across assigned banking partners. The role blends technology,
operations, business analysis, project management, and client relationship
management, ensuring seamless onboarding, certification, production rollout,
and continuous system optimization. The Tech RM serves as the single point of
technical ownership for partner banks and plays a critical role in driving
technology projects, ensuring regulatory compliance, maintaining platform
resilience, and supporting the growth and stability of multiple NPCI
products. |
Job Responsibilities | 1. End‑to‑End Project &
Technical Delivery § Own the
full lifecycle of bank integrations: onboarding, certification, production
rollout, and post‑production
validation. § Drive
requirement understanding and alignment through TSDs, BRDs, FRDs, and
Operational Circulars. § Lead
technical discussions with bank teams and ensure solution design alignment. § Manage
UAT, pre‑production
readiness, internal sanity testing, and rollout planning (CUG → Full scale). § Track
dependencies, risks, timelines, and milestones using structured project plans
and trackers. § Coordinate
closely with internal Product, Technology, Operations, Network, and
Certification teams to ensure smooth delivery. 2. Client
& Relationship Management § Act as
the primary technical interface for partner banks across all NPCI products. § Build and
manage strong relationships with bank IT, operations, and senior
stakeholders. § Drive
daily coordination and project execution with Bank Technology teams, TSPs,
and ASPs. § Conduct
structured monthly performance and governance reviews covering projects,
stability, and growth 3. Production
Stability, Performance & Incident Management § Monitor
transaction performance, error codes, and decline trends (TD / BD metrics). § Ensure
adherence to NPCI performance thresholds and SLAs. § Own
production incidents end‑to‑end, including
triage, coordination, resolution, communication, and RCA. § Drive
long‑term
corrective and preventive actions to improve success rates and system
resilience. § Regularly
track operational issues such as downtime, declines, and integration gaps. 4. Scalability,
Infrastructure & Network Readiness § Work with
bank and internal teams to enhance scalability, capacity planning, and
resilience. § Drive
device upgrades, bandwidth enhancements, link optimization, and Active‑Active / HA setup
enablement. § Ensure
timely replacement of End‑of‑Life (EOL)
infrastructure and required commercial approvals. § Manage IP
allocation, whitelisting, and secure connectivity for UAT and production
environments. 5. Business
Analysis & Techno‑Functional Ownership § Act as a
techno‑functional
business analyst bridging business, regulatory, and technology requirements. § Capture,
document, and manage requirements through BRD / FRD / TSD, ensuring
traceability (RTM). § Perform
AS‑IS / TO‑BE process
analysis, identify gaps, and recommend automation and optimization. § Conduct
impact analysis for regulatory changes, product upgrades, and migrations. § Support
functional testing, certification, and UAT validation to ensure compliance
and zero settlement impact. 6. Data Analysis,
Reporting & Business Insight § Analyze
transaction data, trends, KPIs, and operational metrics. § Prepare
MIS, dashboards, and performance reports for banks and internal stakeholders. § Provide
actionable insights to improve performance, reduce declines, and enhance
customer experience. § Track
NPCI business volumes for assigned accounts along with relevant market and
competitor benchmarks. 7. Operational
Support & Customer Experience § Support
resolution of reconciliation issues, chargebacks, disputes, and operational
escalations. § Ensure
closure of customer complaints and queries within defined TATs in
coordination with internal teams. § Identify
recurring operational gaps and drive process improvements aligned with
industry best practices. § Maintain
a customer‑first
mindset in all engagements. AI‑Enabled Data
Analysis & Insights § Analyze transaction data, operational KPIs, and performance metrics
using analytics and AI‑assisted tools. § Use AI/ML‑based insights for: o Decline pattern identification o Anomaly detection o Predictive risk and capacity analysis § Prepare MIS, dashboards, and insight‑driven reports for banks
and internal leadership. § Drive data‑backed recommendations to improve success rates, stability,
and customer experience. |
Desired Skills | § Strong
communication, interpersonal, and stakeholder management skills. § Solid
understanding of NPCI products: UPI, IMPS, RuPay, AePS, NACH, BBPS, NFS. § Good
understanding of transaction and technical flows for payment systems. § Ability
to read and interpret technical specifications; knowledge of API, JSON, XML,
ISO 8583 is an advantage. § Basic
understanding of network communication and system architecture. § Strong
project management, multitasking, and problem‑solving
capabilities. § Analytical
mindset with attention to detail and ownership orientation. § High
adaptability in a fast‑paced,
multi‑stakeholder
environment. |
Key Skills & Experience Required | § Strong
communication, interpersonal, and stakeholder management skills. § Solid
understanding of NPCI products: UPI, IMPS, RuPay, AePS, NACH, BBPS, NFS. § Good
understanding of transaction and technical flows for payment systems. § Ability
to read and interpret technical specifications; knowledge of API, JSON, XML,
ISO 8583 is an advantage. § Basic
understanding of network communication and system architecture. § Strong
project management, multitasking, and problem‑solving
capabilities. § Analytical
mindset with attention to detail and ownership orientation. § High
adaptability in a fast‑paced,
multi‑stakeholder
environment. |
Good to Have Skills | § Experience:
3+ years of experience, preferably in Digital Payments, Banking Technology,
or Financial Services. § Experience
working with enterprise systems, payment platforms, or large‑scale
integrations is highly desirable. § Strong
understanding of the Indian payments and regulatory landscape. |
Tired of cold applications?
Sign up with Clera and we'll reach out the moment a role actually fits you — no more spraying applications into the void.
Know someone who'd be great for this?