BBPS - Customer Experience Specialist

<p><strong>1. Role Summary</strong></p><p>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.</p><p><strong>2. Key Responsibilities</strong></p><ul><li><strong>Regulatory Compliance &amp; Reporting: </strong>Prepare, validate, and file required regulatory reports (BOD/EOD) on compliance trackers accurately and within strictly defined SLAs.</li><li><strong>Data &amp; Performance Governance: </strong>Maintain key compliance metrics, prepare daily data dumps, and update trackers for presentation at internal governance forums.</li><li><strong>Incident Analysis &amp; Tracking: </strong>Perform regular Root Cause Analysis (RCA) on operational exceptions, monitor/track breach cases, and detect data anomalies.</li><li><strong>Customer Support &amp; Escalations: </strong>Flexibly handle customer support tickets, issues, and query resolutions to ensure smooth operations.</li><li><strong>Process Automation &amp; Innovation: </strong>Identify opportunities to automate manual reporting routines and implement efficient workflow enhancements.</li><li><strong>Stakeholder Management: </strong>Collaborate with different cross-functional teams, departments, and operational categories across the organization.</li></ul>

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

<p><strong>Growth &amp; Learning Opportunities</strong></p><ul><li>Gain hands-on exposure to NPCI compliance tools, operational guidelines, and ecosystem dynamics.</li><li>Learn end-to-end reporting automation techniques to streamline business operations.</li><li>Opportunity to lead cross-functional initiatives and engage with diverse operational groups and product categories.</li></ul>