BBPS - Customer Experience Specialist

Job Description
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.

Qualifications
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.

Additional Information
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.