Irshad Husein

Dynamic and result-oriented Field Operations & Payments Professional with 19+ years of experience in fintech, ATM/POS/QR ecosystem, and large-scale service delivery. Expertise in field operations management, escalation handling, customer relationship management, and team leadership across leading organisations. Proven ability to manage large teams, ensure SLA compliance, and deliver exceptional customer and merchant experience in high-pressure environments including demonetization and pandemic periods.

Cluster Manager – Field Services & Logistics at Razorpay (2025-05 – 2026-03)

• Managing West Zone field operations and Customer Relationship with end-to-end ownership of service delivery for payment devices.
• Leading a team of 80 members including Regional Manager, Territory Managers, Team Leaders, and FEs.
• Driving installation, de-installation, and break-fix operations with strong focus on SLA adherence.
• Handling critical escalations and ensuring timely resolution to enhance customer satisfaction.
• Collaborating with banks and stakeholders through structured review meetings and MOM tracking.
• Monitoring KPIs and improving operational efficiency and turnaround time.

Senior Cluster Manager – Logistics & Services at Bajaj Finance Ltd (2022-03 – 2025-03)

• Generation of QR strings, Printing order, Tracking of shipment from ordering till delivery.
• Handling escalations regarding the service and delivery of products.
• Meeting with vendor and branch admin/cashier.
• Finalizing the printing vendor for QR Standees.
• Finalizing the ATS (Asset Tracking System) for maintaining the kits printing order, shipment and delivery, stock inventory.
• Led end-to-end logistics and operations for QR kits, Sound Box, and EDC devices.
• Managed a team of 40+ members across procurement, inventory, dispatch, and vendor coordination.
• Improved logistics workflows to reduce delays and enhance merchant onboarding experience.
• Managing recruitment, training, coaching, and performance monitoring of team members.
• Handled high-volume escalations related to delivery and device issues.
• Conducted governance meetings with vendors and internal stakeholders.
• Collaborated with product teams to improve merchant experience and service processes.
• Oversaw stock distribution operations across 32 hub branches, managing end-to-end flow of QR Standees and Sound Boxes to field sales teams.
• Conducted monthly physical stock reconciliation against ATS portal data, ensuring inventory accuracy and audit readiness.

Manager – Customer Relationship (POS) for SBI Payments at Hitachi Payment Services Pvt Ltd (2014-08 – 2022-03)

• Operating from SBI Payments Corporate office to address routine issues of EDC/terminals field services, payment related issues, reports & MIS and other data requirements.
• Maintaining vigorous relationships with SBIP hierarchies, executives & officers for better understanding of their current and future business requirements.
• Acquiring continuous feedback from client (SBIP Team) and developing action plans for continuous quality improvement.
• Co-ordinating & handling all the escalations from SBIP team as well as internal management for installation, de-installation, retrieving of terminals & break down calls and other escalations related to dispute transactions, charge back, etc.
• Handling and escalating the pending cases with vendor hierarchies.
• Helping team members with MIS reports of installation, de-installation, break down calls, active & inactive terminals.
• Ensuring best quality process in services provided in line with the Service Level Agreement.

Sr. SLA Management Executive / Team Leader at TATA Communications Payment Solutions Ltd (2011-11 – 2014-04)

ATM FLM & SLM Services

• Operating from Central Bank of India Head Office to co-ordinate and handle all escalations and queries of RCCs, ZCCs, AGMs regarding managed services and ATM site-related issues.
• Organising & participating in weekly review meetings with customers.
• Taking care of critical (High Dispensing) VIP ATMs and monitoring cash status of ATMs.
• Co-ordinating and escalating long-pending issues with CMS, Brinks, SIPL vendor hierarchies for cash loading and field-related issues.
• Sending quotations to Bank RCC & ZCC for activities not under SLA (chargeable basis).
• Reviewing and identifying root cause for all escalated service requests to improve service delivery continuously.
• Making rosters for helpdesk team ensuring maximum strength on floor to reduce delays in handling customers and escalations.
• Reporting to supervisor/manager periodically on team and individual work accomplishments, problems, and progress.

Service Coordinator at NCR Corporation India Pvt Ltd (2007-05 – 2011-11)

ATM SLM Services

• Handling 2 territories: Hyderabad – 1,200 ATMs & Chennai – 970 ATMs.
• Proactive planning, prioritising and assigning all calls to Customer Engineers (CE) to meet contractual SLA/TAT.
• Identifying and escalating to Team Leader / Territory Manager for situations that will exceed contractual response or TAT.
• Maintaining CE roster/schedule and recording all incidents relating to CE availability, sickness, holidays, and planned work commitments.
• Remaining as point of contact for customer queries, complaints, feedback, and requests.
• Providing timely and accurate information to customer queries.

Equipment & Shed In-charge at Aqdas Maritime Agency Pvt Ltd (2005-05 – 2006-05)

• Managed movement of containers & equipment in/out of the export yard per organisational policy and procedure.
• Planning transport routes and ensuring goods/products are packaged appropriately for transportation.
• Monitoring complete yard operations including labour, vehicles, forklifts and other heavy machinery.

MBA – Kalinga University (2016)

B.Com in Commerce – SunRise University (2014)

H.S.C – Akbar Peerbhoy College of Commerce (2002)

S.S.C – School of the Sacred Heart (1999)