Senior Role Customer Success - Cards

This position in the Cards Customer Success vertical is responsible for Operational Excellence, Project Management, Data Analysis, and KPI Improvement, international Partners management for Cards payment products. The role will serve as the primary liaison between internal teams and banks and other ecosystem players to ensure smooth operations process, compliance, and continuous performance improvement for ATM, POS & Ecom, domestic & International transactions & dispute Management processes.

Job Title: Incharge – Customer Success (Cards)

Division: Customer Success

Years of Experience: 12+

Education: Graduation (preferably BE/B.Tech) or Professional degrees like MBA or equivalent Full-time

Location: Mumbai

Role-

A) Operational Excellence & Bank Engagement

Monitor and address day-to-day operational issues between internal teams and banks, act as the SPOC for banks for operational queries and escalations.

Drive performance improvement for major banks through root cause analysis (RCA) and targeted interventions.

Provide both online and offline support to banks for operational issues, daily Cards scheme process improvements.

Conduct bank training sessions on systems, processes, and product awareness.

Maintain oversight on the Process Advisory Group to act as a center of expertise for operational excellence.

Automation of processes leveraging RPA and AI/ML

B) Compliance & Dispute Management • Ensure accurate and timely compliance follow-ups including dispute resolution, penalty processing, and fee calculations. • Advise on Standard Operating Procedures (SOPs), technology upgrades, and network infrastructure enhancements to improve UPI success rates and achieve KPIs. • Support leadership in responding to regulatory queries from UIDAI, RBI, and other authorities.

C) Data Analysis & Reporting • Conduct advanced data analysis to identify operational bottlenecks and performance gaps. • Prepare Excel dashboards, PowerPoint presentations, and performance reports for leadership and bank reviews. • Utilize SQL skills (if available) for data extraction and analysis to support decision-making. D) Knowledge Sharing & Capability Building • Create a knowledge-sharing environment within the team to enhance technical, analytical, and project management skills. • Organize and facilitate staff and bank training programs.

Functional Skills • Strong technical and data analysis skills. • Expertise in settlement, reconciliation, and dispute management. • In-depth understanding of payment products (especially UPI and related systems). • Strong client relationship management capabilities. Technical & Professional Competencies • Advanced skills in Excel (data analysis, pivot tables, charts). • Excellent PowerPoint / Power BI presentation skills. • Strong communication, drafting, and presentation skills.

SQL knowledge (writing queries, pulling data) – advantageous. • Proven ability in project management and stakeholder management

Why Join Us

At NPCI, you’ll be part of a purpose-driven organization shaping the future of digital payments in India and beyond. NPCI offers a unique opportunity to work on cutting-edge projects that directly impact millions. We foster a culture of innovation, inclusion, and high performance, where every individual is empowered to lead with purpose and deliver with passion. With a strong focus on employee wellbeing, continuous learning, and collaborative success, NPCI is more than just a workplace—it’s a platform to grow, contribute, and make a meaningful difference. Life at NPCI NPCI news