{"id":2699362,"url":"https://alion.io/job/phonepe-bbps-customer-experience-specialist","title":"BBPS - Customer Experience Specialist","company":{"id":1554,"name":"PhonePe","domain":"phonepe.com","url":"https://alion.io/company/phonepe","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-16T09:27:58Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-19T20:20:16Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"1. Role Summary\nThe BBPS (Bharat Bill Payment System) Advisor will be responsible for overseeing day-to-day compliance monitoring, regulatory reporting, and anomaly tracking within the BBPS ecosystem. This role requires a highly data-driven professional adept at preparing critical Begin of Day (BOD) / End of Day (EOD) regulatory filings, performing Root Cause Analysis (RCA) on operational issues, and engaging with cross-functional governance forums. The ideal candidate brings strong Excel and problem-solving skills, flexibility in handling customer tickets, and an eagerness to leverage automation and NPCI compliance tools to optimize internal reporting processes.\n2. Key Responsibilities\n Regulatory Compliance & Reporting: Prepare, validate, and file required regulatory reports (BOD/EOD) on compliance trackers accurately and within strictly defined SLAs.\nData & Performance Governance: Maintain key compliance metrics, prepare daily data dumps, and update trackers for presentation at internal governance forums.\n Incident Analysis & Tracking: Perform regular Root Cause Analysis (RCA) on operational exceptions, monitor/track breach cases, and detect data anomalies.\nCustomer Support & Escalations: Flexibly handle customer support tickets, issues, and query resolutions to ensure smooth operations.\nProcess Automation & Innovation: Identify opportunities to automate manual reporting routines and implement efficient workflow enhancements.\nStakeholder Management: Collaborate with different cross-functional teams, departments, and operational categories across the organization.\n Required Skills & Qualifications\nData Proficiency: Strong data-driven mindset with advanced proficiency in Microsoft Excel.\n Analytical Thinking: Proven problem-solving capabilities with experience in conducting Root Cause Analysis (RCA).\nCommunication Skills: Clear verbal and written communication skills for cross-team coordination and executive updates.\nAdaptability & Ticket Handling: Flexibility to handle customer tickets, manage multiple priorities, and adapt to operational requirements.\nCollaborative Team Player: Demonstrated ability to thrive in a team-oriented, collaborative work environment.\n Growth & Learning Opportunities\nGain hands-on exposure to NPCI compliance tools, operational guidelines, and ecosystem dynamics.\nLearn end-to-end reporting automation techniques to streamline business operations.\nOpportunity to lead cross-functional initiatives and engage with diverse operational groups and product 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