Lead Relationship Management

Relationship Manager – NPCI Digital Payments (Ru. Pay Credit Card) Location: Mumbai / Pan-India Department: Cards & Digital Payments Role Overview: The Relationship Manager will own end-to-end partner management for issuing banks, driving growth, adoption, and profitability of NPCI’s Digital Payment products, especially Ru.

Pay Credit Cards. The role requires a blend of business ownership, data-driven decision-making, ecosystem understanding, and execution excellence, with strong focus on revenue generation, portfolio scaling, and strategic partnerships. The incumbent will act as a bridge between partner banks, and internal stakeholders, ensuring seamless execution of go-to-market (GTM) strategies for business, program launches, and ongoing business optimization.

Key Responsibilities

1. Strategic Relationship & Account Management

• Own and manage end-to-end relationships with issuing banks, including CXOs and key decision-makers.
• Develop account growth strategies with clear revenue, activation, and market share targets.
• Conduct structured governance: QBRs, MBRs, performance reviews, and executive updates.
• Identify cross-sell/upsell opportunities within partner portfolios.

1. Business Growth & Revenue Ownership

• Drive P&L for assigned bank portfolios, including revenue realization, cost optimization, and profitability.
• Achieve card issuance, spends & activation targets across Ru. Pay Cards Portfolio.
• Design incentive structures, pricing models, and commercial frameworks.

1. Go-to-Market (GTM) & Product Adoption

• Define and execute GTM strategies for new product & Project launches (e.g., Ru. Pay CC on UPI, contactless, tokenization).
• Drive customer acquisition and activation campaigns in collaboration with banks.
• Conceptualize and execute joint marketing initiatives, partnerships, and promotions.
• Ensure feature adoption across digital payment products (Ru. Pay CC UPI, cards, tokenization, etc.).

1. Data Analytics & Insights (Strengthened)

• Analyse portfolio performance using transaction, spend, activation, and behavioral datasets.
• Build dashboards and MIS to track: o Card issuance & activation o Spend trends & merchant categories o Customer lifecycle metrics o Revenue & cost drivers
• Use analytics to: o Identify growth levers and dormant segments o Optimize campaign ROI o Forecast revenue and portfolio growth
• Drive data-backed decision-making across stakeholders.

1. Program & Project Management

• Lead end-to-end execution of: o Credit card launches o Co-branded programs o Incentive campaigns o Regulatory or system upgrades
• Manage multiple concurrent initiatives with defined timelines and deliverables.
• Coordinate with tech, ops, risk, compliance, marketing, product, and finance teams for execution.

1. Risk, Compliance & Regulatory Alignment (Added Gap)

• Ensure adherence to RBI guidelines, NPCI policies, and card network regulations.
• Monitor and mitigate risks related to: o Credit exposure o Fraud trends o Operational lapses
• Support audit requirements, compliance reporting, and governance frameworks.

1. Customer Experience & Issue Resolution

• Manage partner escalations and resolve within defined TAT.
• Improve end-customer experience through continuous feedback loops.
• Identify bottlenecks in customer journeys and drive improvements.

1. Market Intelligence & Innovation

• Track industry trends, competitor strategies, and emerging payment technologies.
• Identify opportunities in: o UPI-credit convergence o Embedded finance o Digital-first credit ecosystems
• Suggest innovative product features and business models.

1. AI & Automation Capabilities (Expanded)

• Leverage AI tools for: o Data analysis & predictive modelling o Portfolio segmentation & targeting o Revenue forecasting & trend analysis o Automated MIS and reporting
• Use AI for: o Workflow automation (CRM updates, tracking, follow-ups) o Compliance checks & anomaly detection o Dashboard interpretation and insights generation Required Skills & Experience (Enhanced)
• 3–6+ years in Cards, Digital Payments, or Banking Partnerships.
• Strong experience in: o Credit Cards o Acquiring ecosystem & merchant payments o UPI and digital payment solutions
• Proven ability to: o Drive business growth & revenue targets o Manage large enterprise/bank relationships
• Strong P&L understanding and commercial acumen.
• Advanced analytical and problem-solving skills (Excel, SQL tools, etc preferred).
• Strong project management, presentation and execution skills.
• Excellent communication, negotiation, and stakeholder management.

Preferred Skills

• Experience with NPCI or bank ecosystem / Ru. Pay / UPI products.
• Exposure to co-branded card programs and digital lending/credit lifecycle.
• Familiarity with data tools
• Understanding of regulatory frameworks (RBI, PCI-DSS, card compliance).
• Experience in fintech collaborations or digital-first banking models.