(04 / 10 / 2025) 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

Functional Skills

SQL knowledge (writing queries, pulling data) – advantageous.

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