Non Technical Senior

Role & responsibilities

Key Responsibilities:

* UPI transaction reconciliation and operational support.

* Transaction discrepancy analysis and resolution.

* Complaint management and customer query handling.

* Chargeback processing and tracking.

* NPCI dispute management activities.

* Customer grievance resolution.

* Reconciliation activities and record maintenance.

* Data verification and operational reporting.

* Any other operational support activities assigned by management.

* Handling complex reconciliation and dispute cases.

* Monitoring daily operational activities.

* MIS preparation, tracking, and reporting.

* Exception handling and root cause analysis.

* Coordination with internal stakeholders.

* Customer grievance management and escalation handling.

* Process supervision and compliance monitoring.

* Support process improvement initiatives.

* Any other operational responsibilities assigned by management.

* Lead and supervise operational teams.

* Team allocation and workflow management.

* Monitor productivity, quality, and service delivery metrics.

* Conduct quality reviews and process audits.

* Manage escalations and critical customer issues.

* Ensure adherence to operational SLAs and compliance requirements.

* Drive process improvement and operational excellence initiatives.

* Coordinate with SBOSS, GITC, and relevant stakeholders.

* Prepare management reports and performance dashboards.

Preferred candidate profile

* Graduate/Postgraduate in any discipline.

* Good communication and analytical skills.

* 0 to 4 years of experience in banking operations, reconciliation, or customer support, dispute management, or

back-office operations.

* Strong analytical and stakeholder management skills.

* Advanced knowledge of MS Excel and MIS reporting.

* Minimum 1-2 years of team handling experience preferred.

* Strong leadership, communication, and problem-solving skills.