Key Responsibilities A) Operational Excellence & Bank Engagement • Monitor and address day-to-day operational issues between internal teams and member banks; act as the SPOC for operational queries and escalations. • Drive performance improvement initiatives for major banks through Root Cause Analysis (RCA) and targeted interventions. • Support banks in resolving operational issues and implementing process improvements. • Conduct training sessions for banks on systems, processes, and product awareness. • Maintain oversight of operational processes and drive continuous operational excellence. • Lead process automation initiatives leveraging RPA, AI, and ML technologies. B) Compliance, Settlement & Dispute Management • Ensure accurate and timely compliance follow-ups, including dispute resolution, penalty processing, and fee calculations. • Oversee settlement and dispute management processes, including transaction reconciliation, chargeback monitoring, exception handling, and stakeholder communication. • Conduct root cause analysis of operational incidents and implement corrective actions. • Advise stakeholders on SOP enhancements, technology upgrades, and network infrastructure improvements to improve success rates and KPI achievement. • Support leadership in responding to regulatory queries from RBI, UIDAI, and other regulatory authorities. C) Data Analytics & Reporting • Perform advanced data analysis to identify operational bottlenecks, trends, and performance gaps. • Prepare dashboards, MIS reports, presentations, and performance reviews for leadership and member banks. • Leverage Excel, Power BI, and SQL for data extraction, analysis, and decision support. • Monitor and govern operational KPIs, SLAs, and service performance metrics. D) Knowledge Management & Capability Building • Foster a knowledge-sharing culture within the team to strengthen technical, analytical, and project management capabilities. • Organize and facilitate internal staff trainings and external bank enablement programs. • Drive adoption of best practices across operations, analytics, dispute management, and stakeholder engagement. Key Skills & Experience Required Functional Skills • Strong expertise in operational excellence, payment operations, and stakeholder management. • Hands-on experience in settlement, reconciliation, dispute management, and chargeback processes for UPI, Cards, IMPS, AEPS, or similar payment systems. • In-depth understanding of digital payment ecosystems and payment processing frameworks. • Strong client relationship and ecosystem partner management capabilities. • Experience in KPI governance, process optimization, and operational risk management. Technical & Professional Competencies • Advanced proficiency in Microsoft Excel (Pivot Tables, Power Query, Dashboards, Data Analysis). • Strong PowerPoint and Power BI presentation and visualization skills. • Excellent communication, stakeholder management, drafting, and presentation skills. • Working knowledge of SQL for data extraction and analysis is preferred. • Proven experience in project management, cross-functional coordination, and execution governance. AI & Automation Experience • Hands-on experience in leveraging AI/ML, Generative AI, and predictive analytics for operational excellence, transaction monitoring, exception management, dispute resolution, process optimization, and customer experience enhancement. • Exposure to RPA, intelligent automation, AI-driven dashboards, anomaly detection, and advanced analytics tools (SQL, Power BI, Python) to improve operational efficiency, KPI monitoring, root cause analysis, and data-driven decision-making across digital payment ecosystems.