Client Relations Lead

About the Job

Who we are and what do we do

India has witnessed a journey of Innovation in Digital Payments and today it leads the world with over 45% of the Global digital transaction volume. At NPST, we believe that our decade long journey has carved an opportunity for building future roadmap for the world to follow.

We are determined to contribute immensely to nation’s growth story with our vision “to provide digital technology across financial value chain” and our mission to create leadership position in digital payment space.

Founded in 2013, NPST is a leading fintech firm in India, part of the Make in India initiative and listed on BSE and National Stock Exchange. We specialize in Digital Payments operating as Technology Service Provider to Regulated entities and providing Payment Platform to Industry – empowered by payment processing engine, Financial Super app, Risk Intelligence engine and digital merchant solution.

While we drive 3% of global digital transaction volume for over 100+ clients, we aim to increase our market share by 5X in next five years through innovation and industry first initiatives.

What will you do

The Relationship Manager (RM) will be stationed at the Bank’s Zonal Office and will be responsible for maintaining effective coordination between branches, merchants, and the central support team. The role involves issue analysis, complaint resolution, periodic branch visits, and handling escalations to ensure smooth operations and customer satisfaction.

Job Responsibilities :

• Act as the primary point of contact between the Bank’s Zonal Office and branches for all operational and merchant-related activities.
• Visit branch offices periodically to assess on-ground issues and provide necessary support or guidance.
• Analyse operational or service-related issues, prepare detailed reports, and suggest corrective measures.
• Handle complaints received from branches, customers, or merchants—via email, phone calls, or in-person visits—and ensure timely resolution.
• Coordinate with internal technical and support teams to address and resolve escalations.
• Prepare and share daily / weekly status reports with the Zonal Office and central teams.
• Ensure adherence to service-level agreements (SLAs) and maintain customer satisfaction metrics.
• Be available and operate as per the Bank’s working days and schedule.

What are we looking for :

Experience - 1–3 years of experience in banking operations, customer service, or relationship management roles preferred.

Industry - IT / Software / BFSI / Banking / Fintech

Work arrangement – As per the Bank’s working days and office hours.

Location – Bank Zonal Office

What do we offer :

If this opportunity excites you, we invite you to apply and contribute to our success story. If your resume is shortlisted, you will hear back from us.