National Payments Corporation Of India (NPCI) Hiring for Incharge/Head Customer Excellence at Mumbai, Maharashtra, India Full Time

The incumbent is responsible for Operation Excellence Project management, Data analysis and KPI improvement activities as enlisted below:

1. Monitor day to day key performance indicators like BD, chargeback, deemed acceptance of charge back for operational excellence between Internal teams & Banks.
2. Ensure accurate and timely follow up of all the compliance related activities and resolution of the disputes such as penalty processing, Fee calculations etc.
3. Maintain oversight and acting as a center of expertise for the customer success team.
4. Create environment of knowledge sharing within team to boost technical, analytical and project management knowledge.
5. Own and manage the ZOHO CRM tool for servicing internal as well as external customers.
6. Closely track the TAT achieved by the respective teams for their areas of queries, escalate to the concerned in-charges / leads in case of delay beyond the TAT.
7. Identify the top queries reported in CRM, working with customer success teams to get the top issues resolved, build a knowledge center to achieve reduction of CRM query volume.
8. Driving automation of query resolution both from build side of CRM as well as driving the automation through customer success team.
9. Audit the CRM responses provided various teams for quality check purposes and ensure in case of quality issues the same is taken up with the respective lead or in-charge
10. Ensuring best quality of response to the CRM queries.
11. Maintain day to day settlement data and ensure correctness of reporting to RBI, accuracy of data updated in NPCI web site, monitor timely update of NPCI web site with the current data. Getting the data cross checked with RBI website to confirm correctness. Zero tolerance for errors.
12. Analyze the transactional data, provide insights to customer success teams on trends, issues that must be addressed on day-to-day basis.
13. Being single source of data for the entire customer success division, manage RBI requirements for data and also be verifier for the data requirements of the product team.
14. Being the custodian for tracking
15. All critical processes.
16. Review / renewal of documents, agreements ACMs etc as per due dates.
17. implementation of office circulars where operations shall be the implementer of various features like charges, charge back related changes.
18. Deliverables of customer success team.
19. Audit points.
20. Critical operational processes and deliverables.

KRA-

Monitoring and controls

Monitoring quality parameters like Business declines on day to day basis, alerting the banks taking confirmation that their internal systems are working properly.

Monitoring the charge back, deemed charge back and raising red flags to the concerned customer success teams. Ensuring nil deemed charge back.

Monitoring the TAT of arbitration cases, working with the concerned teams to process arbitration cases well within TAT.

Track and monitor all critical operational processes and on time delivery. Escalating the delayed deliverables as per the stipulated TAT.

Data management

Maintain day to day settlement data and ensure correctness of reporting to RBI, accuracy of data updated in NPCI web site, monitor timely update of NPCI web site with the current data. Getting the data cross checked with RBI website to confirm correctness. Zero tolerance for errors.

Analyze the transactional data, provide insights to customer success teams on trends, issues that must be addressed on day-to-day basis.

Being single source of data for the entire customer success division, manage RBI requirements for data and also be verifier for the data requirements of the product team.

CRM Management

Complete control of CRM from the perspective of vendor management, uptime, building new features as per the requirement.

Tracking the TAT for closure of queries

Driving the teams to deliver quality responses within TAT

Auditing the responses for quality

Identifying the top issues and driving the customer success team to solve the top issues with automation and other means