Senior Associate Customer Success

Role & responsibilities

1. Monitor & Address day to day operational excellence between Internal teams & Banks. Act as Banks SPOC for operational issues/queries etc.

2. Drive bank performance for major banks to bring them up to the desired levels through necessary root cause analysis and interventions

3. Provide both offline and online assistance to the banks in solving their operational issues as well as onboarding and other concerns;

4. Conduct bank training for relevant systems, processes and for creating awareness on the related products

5. Ensure accurate and timely follow up of all the compliance related activities and resolution of the disputes such as penalty processing, Fee calculations etc.

6. Maintain oversight on the Process Advisory Group, acting as a center of expertise for banks to monitor & advice on improvement of operational parameters

7. Provide advisory on SOPs, technology, and network infrastructure for increase of UPI Success rate, achievement of KPIs.

8. Create environment of knowledge sharing within team to boost technical, analytical and project management knowledge

9. Support to Leadership team for resolution of queries asked by UIDAI, RBI, ministry etc.

10. Excellent in Data Analysis, Excel and Power-Point.

11. Knowledge on SQL (writing queries, pulling data) will be an added advantage.