Divya Devarajan

Program and project management professional with 8+ years across payments, fintech, and banking operations, delivering complex cross-functional initiatives spanning product, engineering, operations, finance, legal, and partner banks. Strong track record in programme governance, stakeholder management, reconciliation, dispute and settlement operations, migration, and regulatory reporting within RBI-regulated environments. Has led operations teams across a 1M+ credit card programme and partnered with 10+ fintech clients to build operational workflows.

Known for bringing structure to ambiguous programmes, enforcing governance rigour, managing risks and dependencies, and improving delivery discipline across internal and external teams.

Project Manager II / Specialist – Banking Operations at Zeta (2020-03 – Present)

• Own end-to-end delivery from planning to go-live for a partner bank, supporting platforms with 1M+ credit cards and 20M+ prepaid wallets.
• Lead cross-functional execution across product, engineering, operations, and banking partners, aligning priorities, timelines, and delivery outcomes on business-critical initiatives.
• Run governance cadence across internal and client-facing forums status reviews, escalation mechanisms, and stakeholder communication to maintain delivery visibility and discipline.
• Lead sprint planning and backlog prioritisation, aligning deliverables with client priorities and release timelines.
• Track programme items, risks, blockers, and dependencies through to closure via structured follow-ups and escalations.
• Produce MIS reports and dashboards that support leadership decision-making and enhance programme transparency.
• Automates daily task such as mail response, Tracking SLA breech JIRA tickets with AI agent
• Aligned product, engineering, and operations teams to improve workflow efficiency across multiple workstreams.
• Standardised processes and drove operational improvements that strengthened governance and delivery effectiveness.
• Led programme closure, migration activities, and process setup for new programmes and utility-payment initiatives.
• Led UAT validation and production onboarding for the nodal portal implementation.
• Led a team of 3 managing end-to-end reconciliation, dispute handling, and settlement operations for a 1M+ credit card programme processing 2,000 disputes per month, ensuring process accuracy and compliance.
• Handled multi-programme settlement activities including manual refunds, on-us settlements, bill payments, migration reconciliation, and CAPPI account reconciliation.
• Partnered with banks and 10+ fintech clients including PostPe, BharatPe, KreditBee, and Fampay designing operational workflows and managing balance-sheet reconciliation to drive programme execution and resolve operational issues.
• Coordinated with legal, finance, and banking partners on service documentation and API onboarding requirements.
• Supported monthly and quarterly regulatory reporting, ensuring audit and compliance readiness in line with RBI guidelines.

Technical Associate at FSS (2011-12 – 2014-04)

• Executed end-to-end reconciliation and dispute workflows across ATM transactions using Switch, VISA, NFS, and host data.
• Tracked and reported unreconciled transactions, claims, and daily MIS with a strong focus on accuracy and traceability.
• Coordinated with internal teams and bank stakeholders on issue resolution and compliance-related reporting.
• Monitored team output and ensured adherence to operational SLAs and reporting timelines.

Bachelor of Commerce – Madras Christian College