Senior Associate Customer Connect Unit

1. Account Management Own and manage the end-to-end relationship lifecycle for assigned Co-operative Banks and Regional Rural Banks (RRBs), serving as the primary point of contact for all business, operational, and service-related matters. Continuously analyze account performance, transaction trends, and business metrics to identify growth opportunities, improve transaction volumes, and enhance overall engagement with NPCI products and services.

Monitor key quality and performance parameters on a regular basis and collaborate closely with bank officials to address gaps, improve operational efficiency, and achieve desired outcomes. Build and maintain strong relationships with senior management and key stakeholders within assigned banks, ensuring timely and effective resolution of queries, concerns, and escalations within defined turnaround times (TATs). Regularly engage with stakeholders to understand their requirements and support business expansion initiatives.

2. Project Management Provide comprehensive onboarding and implementation support for various NPCI products and services, ensuring a smooth and seamless experience for banks. Coordinate with internal functional teams and external stakeholders to facilitate successful execution of new projects, product rollouts, and enhancement initiatives. Track onboarding milestones, monitor project progress, and proactively address operational, technical, and process-related challenges to minimize delays and ensure timely completion.

Actively support banks during implementation phases by providing guidance, resolving issues, and ensuring adherence to established timelines and standards. 3. Stakeholder & Compliance Management Ensure that assigned banks comply with all applicable regulatory requirements, NPCI guidelines, operational procedures, and audit standards. Act as the central coordination point for audits, compliance reviews, inspections, and regulatory assessments.

Work closely with bank representatives and internal teams to address observations, provide necessary documentation, and ensure timely closure of compliance-related issues. Promote awareness of regulatory updates and ensure effective implementation of compliance requirements across assigned institutions. 4. Process Improvement & Automation Identify process gaps, operational inefficiencies, and activities that are highly dependent on manual intervention.

Analyze existing workflows and recommend process optimization initiatives to improve productivity, accuracy, and service quality. Drive automation and digital transformation efforts by simplifying repetitive tasks, reducing redundancies, and implementing scalable solutions that enhance operational efficiency, reduce turnaround times, and improve the overall stakeholder experience.