Senior Associate Business Operations

Responsibilities: We are looking for an experienced and proactive Associate and Senior Associate - Project Management and Business Operations The candidate will primarily handle Project Management role with regards to handling all requirement of the partners from Back-office perspective and will oversee the day to day functioning of UPI and RuPay operations. The ideal candidate will handle Project Management, i.e manage the project end to end from Back Office perspective. Smooth payment operations, ensuring high-quality service delivery, regulatory compliance, and continuous improvement of operational processes 1. Project Management Skills

• Working knowledge of UPI ecosystem (NPCI, PSP banks, TPAPs, issuers, acquirers)
• Awareness of transaction flows, reversals, disputes, chargebacks, and settlements
• Dependency management across IT, operations, compliance, vendor, and NPCI teams
• Managing escalations and stakeholder expectations
• SOP creation and updates for UPI back-office activities
• Preparing: BRDs / FRDs, UAT sign off documents, Compliance & audit documentation
• Basic understanding of SQL / data analysis is an added advantage
• Coordinating UAT, signoffs, production rollouts
• Tracking post-release issues and stabilization
• Influencing teams without direct reporting authority
• Decision making under operational pressure 2. UPI & RuPay Operations Oversight
• Hanlde end-to-end clearing and settlement operations for UPI and RuPay, including settlement to domestic and international partners.
• Ensure operational SLAs, TATs, and service benchmarks are consistently met. 3. Transaction Monitoring & Issue Resolution
• Review and analyze transaction trends, declines, and exceptions identified by the team.
• Drive decline reduction initiatives with banks, TPAPs, PSPs, and international partners.
• Act as the primary escalation point for operational issues and incidents. 4. Payment System Maintenance & Coordination
• Work closely with internal Technology, Product, and Risk teams to manage system enhancements, updates, and change requests.
• Conduct periodic operational readiness checks and support new feature deployments. 5. Regulatory & Compliance Governance
• Ensure strict adherence to NPCI, RBI, and internal regulatory guidelines.
• Maintain compliance documentation, process notes, SOPs, and audit readiness.
• Support internal and external audits with timely data and clarifications. 6. Data Analytics & Business Insights
• Create preparation of analytical dashboards, MIS, and operational reports.
• Translate data insights into actionable recommendations for product, business, and senior leadership.
• Identify opportunities for automation and process optimization. 7. Stakeholder Management
• Represent Business Operations in discussions with Banks, TPAPs, international partners, and internal cross-functional teams.
• Conduct periodic performance reviews with stakeholders and ensure alignment on operational KPIs.
• Ensure effective communication of updates, incidents, and insights to senior management. 8. Strategic Initiatives
• Support strategy formulation to optimize UPI & RuPay transaction volumes.
• Work on initiatives to improve customer experience, merchant acceptance, and partner performance.
• Involve in operational projects focused on scalability, efficiency, and risk reduction. Skills &

Qualifications:

Education

• Bachelor’s degree in Computer Science, Engineering, Finance, or a related field.
• A postgraduate degree (MBA preferred) is an added advantage. Experience
• Minimum 5-6 years of experience in payment systems, digital payments, or banking operations.

Technical Skills

• Strong understanding of UPI, RuPay, and real-time payment systems.
• Experience with transaction processing, settlement operations, dispute handling, and operational risk.
• Familiarity with RBI/NPCI guidelines, compliance standards, and data security norms.

Soft Skills

• Excellent communication, stakeholder handling, and presentation skills.
• Strong decision-making, and conflict resolution abilities.
• Ability to work under pressure, manage deadlines, and drive team accountability.

• Analytical mindset with a focus on operational excellence and continuous improvement.