BBPS - Customer Experience Specialist

1. Role Summary

The 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.

2. Key Responsibilities

• Regulatory Compliance & Reporting: Prepare, validate, and file required regulatory reports (BOD/EOD) on compliance trackers accurately and within strictly defined SLAs.
• Data & Performance Governance: Maintain key compliance metrics, prepare daily data dumps, and update trackers for presentation at internal governance forums.
• Incident Analysis & Tracking: Perform regular Root Cause Analysis (RCA) on operational exceptions, monitor/track breach cases, and detect data anomalies.
• Customer Support & Escalations: Flexibly handle customer support tickets, issues, and query resolutions to ensure smooth operations.
• Process Automation & Innovation: Identify opportunities to automate manual reporting routines and implement efficient workflow enhancements.
• Stakeholder Management: Collaborate with different cross-functional teams, departments, and operational categories across the organization.

Required Skills & Qualifications

• Data Proficiency: Strong data-driven mindset with advanced proficiency in Microsoft Excel.
• Analytical Thinking: Proven problem-solving capabilities with experience in conducting Root Cause Analysis (RCA).
• Communication Skills: Clear verbal and written communication skills for cross-team coordination and executive updates.
• Adaptability & Ticket Handling: Flexibility to handle customer tickets, manage multiple priorities, and adapt to operational requirements.
• Collaborative Team Player: Demonstrated ability to thrive in a team-oriented, collaborative work environment.

Growth & Learning Opportunities

• Gain hands-on exposure to NPCI compliance tools, operational guidelines, and ecosystem dynamics.
• Learn end-to-end reporting automation techniques to streamline business operations.
• Opportunity to lead cross-functional initiatives and engage with diverse operational groups and product categories.