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Job Description About the JobWho we are and what do we doInnovation in every byteIndia has witnessed a journey of Innovation in Digital Payments and today it leads the world with over 45% of the Global digital transaction volume. At NPST, we believe that our decade long journey has carved an opportunity for building future roadmap for the world to follow. We are determined to contribute immensely to nation’s growth story with our vision “to provide digital technology across financial value chain” and our mission to create leadership position in digital payment space. Founded in 2013, NPST is a leading fintech firm in India, part of the Make in India initiative and listed on BSE and National Stock Exchange. We specialize in Digital Payments operating as Technology Service Provider to Regulated entities and providing Payment Platform to Industry – empowered by payment processing engine, Financial Super app, Risk Intelligence engine and digital merchant solution. While we drive 3% of global digital transaction volume for over 100+ clients, we aim to increase our market share by 5X in next five years through innovation and industry first initiatives.What will you do We are seeking an ideal candidate to oversee client delivery and support operations within the BFSI domain. The role involves ensuring smooth service delivery, managing client expectations, handling day-to-day team operations, and driving effective support functions. The individual will also manage a team of L1 and L2 support resources on the client site, ensuring operational efficiency, people management, stakeholder coordination, understanding of technical workflows, and seamless support delivery. Job responsibilities:Own end-to-end client support delivery and ensure smooth functioning of day-to-day operations. Manage a team of L1 and L2 support resources deployed at the client site. Plan and monitor team rosters, shift schedules, and resource allocation to ensure uninterrupted support coverage. Handle attendance, regularizations, leave management, and day-to-day team governance. Act as the primary point of contact for resolving on-ground operational issues and team escalations. Ensure timely tracking, follow-up, and closure of production/application support issues. Coordinate with internal technical teams and client stakeholders for effective issue resolution and service continuity. Monitor team productivity, service quality, and adherence to defined support processes. Drive regular communication with clients and provide timely updates on support activities, escalations, and delivery status. Support performance reviews, team development, and appraisal inputs for the support team. Maintain required operational reports, support documentation, and governance updates. Ensure adherence to client expectations, delivery standards, and overall support quality.What are we looking for:Strong experience in Project Management / Support Operations / Client Delivery within the BFSI / Banking / Fintech / Payments domain.Proven experience in managing L1 and L2 support teams in a production/application support environment.Good understanding of payment / transaction-based applications, support operations, incident handling, and service delivery.Strong experience in team management, including attendance, regularization, shift planning, roster management, and handling on-ground operational issues.Ability to effectively manage client communication, stakeholder expectations, escalations, and team performance.Technically strong with an understanding of application support, issue analysis, troubleshooting, and technical workflows.Excellent client-facing, communication, interpersonal, and coordination skills.Strong ownership mindset with good organizational, multitasking, and problem-solving skills.PMP / PRINCE II / ITIL certification will be an added advantage.Ready and willing to work from the client site and be flexible with working hours/bank schedule.Entrepreneurial skills, ability to observe, innovate, and own your work.Detail-oriented and organized with strong time management skills. Influencing skills and the ability to create positive working relationships with team members at all levels. Excellent communication and interpersonal skills.A collaborative approach and work with perfection as a group effort to achieve the organization's goal.Education Qualification – MBA or Bachelor's degree (Computer Science, B.Tech / M.Tech).Experience - Total Experience: 5 to 8 years, Industry - IT/Software/BFSI/ Banking /FintechWork arrangement – 5 days working from the officeLocation – BengaluruWhat do we offer:An organization where we strongly believe in one organization, one goal.A fun workplace which compels us to challenge ourselves and aim higher.A team that strongly believes in collaboration and celebrating success together.Benefits that resonate ‘We Care’.If this opportunity excites you, we invite you to apply and contribute to our success story. If your resume is shortlisted, you will hear back from us.