Associate / Senior Associate - Operations

A. The opportunity -

The incumbent will be responsible for driving critical operational processes within the Bharat Bill Payment System (BBPS) ecosystem, ensuring efficient settlement management, participant onboarding, customer grievance resolution, regulatory compliance, and stakeholder engagement. The role requires strong operational acumen, process governance capabilities, and the ability to collaborate with banks, non-bank entities, and internal stakeholders to deliver a seamless and compliant bill payment experience.

B. Job details -
Division: NBBL Operations
Years of Experience: 3yrs+
Education: Graduate/Post Graduate or equivalent Full-time
Location: Chennai or Mumbai Permanent Role

C. Key responsibilities -

1. Settlement Operations & Reconciliation -

• Execute and monitor multiple daily settlement cycles within defined TATs, ensuring accurate settlement processing, reconciliation, and timely dissemination of information to sponsor banks and stakeholders.
• Manage operational financial activities including computation of income, TDS, GST, and related reporting requirements.
• Resolve settlement exceptions and coordinate with participants to ensure seamless transaction processing and operational continuity.

2. Participant, Customer & Stakeholder Management -

• Manage customer complaints and service requests received through CRM, BBPS website, social media, and other channels, ensuring timely resolution and enhanced customer experience.
• Drive end-to-end onboarding of banks, non-bank entities, Operating Units (OUs), Agent Institutions, and Agents on the BBPS platform within defined timelines.
• Conduct participant training sessions, address operational queries, and build strong relationships with ecosystem stakeholders to support smooth platform operations.

3. Governance, Compliance & Process Excellence -

• Ensure adherence to BBPS guidelines, regulatory requirements, communication protocols, and organizational governance standards.
• Maintain and periodically review SOPs, process documentation, and standardized channel experiences to drive operational consistency and compliance.
• Analyze operational data, prepare MIS, dashboards, and presentations, and identify opportunities for process improvements and operational excellence.

D. Key skills and experience required -

1. 3+ years of experience in Operations, Compliance, Risk, or Process Management, preferably in the BFSI industry.

2. Master's degree in a relevant field.

3. Proven experience in project management, risk management, and compliance frameworks.

4. Strong analytical, stakeholder management, communication, and presentation skills.

5. AI-enabled mindset with the ability to leverage AI/ML tools and insights to drive smarter decision-making, improve data workflows, and enhance outcomes.