Dinesh Raghu

Fintech operations leader with over four years of progressive experience managing high-volume payment environments, large-scale workforce oversight, and cross-functional team delivery across the UAE. Currently completing an MSc in International Business Management at Coventry University, UK — with modules spanning Global Business Strategy, International Supply Chain Management, Finance and Performance Management, and People and Leadership in Practice. Delivered measurable results including a 25% reduction in processing errors, 20% improvement in workflow efficiency, and consistent 100% SLA compliance across operations processing 1,000+ daily transactions.

Experienced across TrueLayer, SitePay, Freshworks CRM, Zoho CRM, Intercom, and enterprise workforce management platforms. Seeking a senior operations or payments role in London where international fintech expertise, postgraduate business acumen, and strong delivery credentials can drive measurable business performance.

Operations Team Lead - Lighthouse Technology Solutions - Dubai, UAE

(2024-06 - 2026-01)

• Directed day-to-day operations in a high-volume fintech environment processing 1,000+ payment transactions daily via TrueLayer and SitePay, maintaining 100% SLA compliance across the full period.
• Provided operational oversight and real-time performance monitoring of 100–200 employees across sales, customer support, and live chat departments using Employee Monitor — proactively identifying gaps and implementing corrective action.
• Led and developed a direct team of 10 operations specialists, driving a 20% improvement in workflow efficiency through structured shift planning, task delegation, and process redesign.
• Reduced operational errors by 25% through the design and implementation of quality control frameworks and continuous process improvement initiatives across all payment workflows.
• Monitored and analysed team KPIs via Freshworks and Zoho CRM, translating performance data into targeted action plans that increased overall team productivity by 15%.
• Served as the primary escalation point for sales, support, and live chat queries, resolving complex issues in real time via Intercom, MyOperator, and FreeJun — maintaining consistently high customer satisfaction levels.
• Delivered weekly and monthly operational performance reports to senior leadership, supporting strategic planning and data-driven business decisions.
• Coordinated cross-departmental collaboration via Slack, Google Workspace, and Signal, enabling fast and transparent communication across multiple functions.

Senior Subject Matter Expert - Lighthouse Technology Solutions - Dubai, UAE

(2023-11 - 2024-06)

• Acted as the internal authority on payment processing operations, improving workflow accuracy and team capability across TrueLayer and SitePay platforms.
• Served as the primary escalation point for complex payment discrepancies and transaction exceptions, consistently reducing resolution turnaround time and maintaining operational continuity.
• Designed and delivered structured training sessions for operations staff on payment systems, CRM tools (Freshworks, Zoho), and customer support platforms (Intercom, FreeJun, MyOperator).
• Identified systemic workflow bottlenecks and collaborated with operations leadership to implement targeted improvements, measurably reducing processing delays and error rates.
• Contributed to workforce monitoring and reporting using Employee Monitor, providing data-driven insights that informed people management decisions.

Payment Processing Specialist - Lighthouse Technology Solutions - Dubai, UAE

(2022-06 - 2023-11)

• Processed 500–800 payment transactions daily with 99.9% accuracy using SitePay and TrueLayer, ensuring full compliance with operational and regulatory standards at all times.
• Reduced processing delays by 15% through proactive workflow monitoring, real-time issue identification, and structured resolution protocols.
• Investigated and resolved payment discrepancies and transaction exceptions, improving resolution turnaround time by 20% within the first six months.
• Produced daily and weekly KPI performance reports to support management oversight and ongoing operational improvement initiatives.
• Maintained accurate transaction records and contributed to process improvement projects that enhanced overall payment processing efficiency.

Health, Safety & Environment Officer - Bosch - Bengaluru, India

(2022-02 - 2022-05)

• Maintained incident records and produced statistical reports for senior management at one of the world's leading engineering firms, ensuring data accuracy and compliance with corporate standards.
• Investigated workplace accidents and property incidents, producing formal incident reports and implementing corrective actions in line with Bosch global HSE protocols.
• Delivered safety orientations and oversaw contractor performance on-site, ensuring adherence to established safe working practices and occupational health guidelines.

Production Planning Engineer - Sansera Engineering Limited - Bengaluru, India

(2021-05 - 2022-01)

• Developed and managed production schedules that improved on-time delivery performance to 98%, directly supporting customer SLA targets at a global automotive precision engineering supplier.
• Coordinated with procurement and logistics teams to maintain uninterrupted material flow, reducing production delays by 20%.
• Delivered production KPI reports and operational data insights to senior leadership, supporting strategic planning and resource allocation decisions.

Assistant Engineer - Perfect Equipments - India

(2020-05 - 2021-04)

• Supported daily manufacturing operations, conducting quality inspections that reduced defect rates and maintained compliance with production standards.
• Contributed to maintenance activities that reduced machine downtime by 15%, improving overall production output and operational stability.

MSc - International Business Management - Coventry University (2026-01 - 2027-01)

Bachelor of Computer Applications - Computer Applications - Rabindranath Tagore University (2022-06 - 2024-06)

Diploma - Mechatronics, Robotics & Automation Engineering - Swamy Abedhanandha Polytechnic College (2017-06 - 2020-04)