About the role

We are looking for a detail-oriented and customer-centric Manager – PPI Customer Operations to own the end-to-end operational lifecycle of our Prepaid Payment Instruments (PPI) customer base. This is a newly created role that sits at the heart of our PPI business—covering customer KYC, CKYC integration, Video KYC, wallet lifecycle management, corporate wallet onboarding, and PPI closure handling. You will ensure every PPI customer interaction is operationally seamless, fully compliant with RBI PPI Master Directions, and aligned with our commitment to customer experience excellence.

What you'll do

Customer KYC & Onboarding

• Own the PPI customer KYC process—including minimum KYC (mobile-verified), full KYC (OVD-based), and re-KYC workflows—ensuring compliance with RBI KYC Master Directions and PPI Master Directions.
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• Define and maintain KYC SOPs, document acceptance criteria, and rejection workflows; minimise KYC drop-off rates while maintaining compliance integrity.
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• Coordinate with the Compliance team for high-risk customer assessments, PEP screenings, and adverse media checks at the customer onboarding stage.
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• Track KYC funnel metrics—submission rates, approval rates, rejection rates, and re-KYC completion rates—and drive continuous improvement.

CKYC Integration & Monitoring

• Own the operational interface with the Central KYC Registry (CKYC)—managing CKYC record uploads, searches, downloads, and exception handling.
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• Ensure all eligible PPI customers are linked to or seeded with CKYC records as required by RBI regulations; maintain CKYC match rates above defined thresholds.
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• Monitor CKYC integration health—track API success rates, failure categories, and processing queues; coordinate with the technology team for issue resolution.
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• Maintain CKYC audit trails and ensure records are available for regulatory inspection and internal audit.

Video KYC (V-CIP) Operations

• Manage the Video Customer Identification Process (V-CIP) operations for PPI full KYC upgrades—including scheduling, agent capacity management, quality review, and success rate tracking.
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• Ensure V-CIP operations comply with RBI V-CIP guidelines—covering agent certification, audit trail storage, liveness checks, and geo-tagging requirements.
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• Define and maintain QA frameworks for V-CIP sessions; review flagged sessions and provide feedback to agents for continuous improvement.
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• Coordinate with the technology team for V-CIP platform uptime, feature enhancements, and regulatory update implementation.

Wallet Lifecycle Management

• Own the complete PPI wallet lifecycle—activation, KYC upgrade prompts, limit management, wallet top-ups, redemptions, transfers, expiry management, and closure/inactive wallet handling.
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• Manage inactive wallet workflows—identifying dormant wallets, executing prescribed notifications, and handling fund disposition in line with RBI PPI Master Directions.
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• Coordinate wallet closure processes—ensuring customer requests are processed within SLA, funds are returned to source correctly, and closure records are maintained.
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• Monitor wallet health metrics—active wallets, KYC upgrade conversion, dormancy rates, and average balances—and produce regular MIS for senior management.

Corporate Onboarding & Wallet Loading

• Own the end-to-end onboarding process for corporate/enterprise PPI customers—covering agreement execution, KYB verification, beneficiary limit configuration, and wallet loading setup.
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• Manage bulk wallet loading operations for corporate clients—ensuring loading instructions are validated, processed accurately, and reconciled against source funds.
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• Serve as the primary operational point of contact for corporate PPI clients; manage queries, configuration changes, and operational escalations.
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• Define and maintain corporate PPI onboarding SOPs, bulk loading runbooks, and reconciliation frameworks.

Account Blocking, Unblocking & PPI Closure Handling

• Own account blocking and unblocking operations—processing requests from risk, compliance, and customer support teams within defined SLAs and maintaining complete audit trails.
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• Manage end-to-end PPI closure handling—including voluntary closures, regulatory-directed closures, fraud-related closures, and estate-related closures—ensuring funds are correctly returned or disposed of per RBI guidelines.
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• Maintain blocking/unblocking and closure logs; produce periodic reports for the Compliance and Risk teams.

What we're looking for

• Bachelor's or Master's degree in Business Administration, Commerce, Finance, or a related field.
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• 5–8 years of experience in PPI operations, digital wallet operations, or customer operations at a PPI issuer, fintech, or bank.
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• Deep understanding of RBI PPI Master Directions—specifically KYC requirements, wallet limits, lifecycle management, closure obligations, and dormancy norms.
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• Hands-on experience with CKYC registry operations including record uploads, searches, and exception handling.
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• Working knowledge of RBI V-CIP guidelines and experience managing or overseeing Video KYC operations.
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• Familiarity with RBI KYC Master Directions including minimum KYC, full KYC, and re-KYC requirements.
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• Strong analytical skills; proficient in Excel/Google Sheets for KYC funnel and wallet health MIS.
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• High attention to detail and a strong compliance mindset—comfortable with audit trails, regulatory records, and inspection readiness.

Nice to have

• Prior experience at a licensed PPI issuer (full KYC wallet company) managing CKYC and V-CIP operations.
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• Familiarity with KYC automation platforms (IDfy, Signzy, CKYC APIs, DigiLocker integration).
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• Experience onboarding and managing corporate bulk-loading PPI programmes for large enterprises.
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• Understanding of PMLA obligations at the customer level—transaction monitoring, STR triggers, and customer risk profiling.