Cluster Manager – Field Services and Logistics - Razorpay Payments Private Limited - Mumbai
(2025-05 - 2026-03)
- Taking care of West Zone - Oversee field services operations and customer relationship across the West Zone, managing end-to-end service delivery.
- Lead a team of 78 members including 4 State Heads, 2 Territory Managers, 8 Team Leaders, and 64 Field Executives (FTEs).
- Manage installation, de-installation, and break-fix operations for payment devices (EDC, Sound Box and QR standees).
- Conducting and participating in meetings with multiple banks and chasing closure on issues highlighted in meetings (MOM).
- Managing internal and external escalations with focus on customer satisfaction.
- Monitor TAT (Turn Around Time) compliance and optimize team productivity.
Senior Cluster Manager – Payments – Ops & Services - Bajaj Finance Ltd - Mumbai
(2022-04 - 2025-04)
- Managed end-to-end logistics for QR code kits, Sound Box devices, and EDC machines.
- Generation of QR strings, printing order, and 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 kits (QC, commercials, and TAT).
- SIM service providers (IOT SIMs for Sound Box and EDC) with best plan and features.
- Finalizing the ATS (Asset Tracking System) portal/tool automation for maintaining kit printing, shipment, delivery and stock inventory.
- Handling a team of 40, including 4 Asst. Managers and Executives, for QR code kits, Sound Box and EDC procurement, order placement/shipment and other logistics coordination.
- Managing recruitment, training, coaching, and performance monitoring of team members.
- Driving long-term strategy and product improvement (QR code Kit and Sound Box) for better merchant experience, working closely with internal BFL team on product development.
- Arranging and participating in fortnightly meetings on pending activities with vendors and service providers (printing vendor, MIS, inventory).
- Interacting with merchants/customers and internal BFL team on non-working devices or discrepancies.
- Monitoring and handling merchant escalations/complaints related to delay in device delivery.
Manager – Customer Relationship (POS) for SBI Payments - Hitachi Payment Services Pvt Ltd - Mumbai
(2014-08 - 2022-03)
- Operating from SBI Payments Corporate office to address routine issues of EDC/terminal field services, payment related issues, reports & MIS and other data requirements.
- Maintaining strong relationships with SBIP hierarchies, executives & officers for better understanding of current and future business requirements.
- Acquiring continuous feedback from client (SBIP Team) and developing action plans for continuous quality improvement.
- Co-ordinating & handling all escalations from SBIP team as well as internal HPY management for installation, de-installation, retrieval of terminals, break-down calls, disputed transactions, charge-backs, etc.
- Handling and escalating pending cases with vendor hierarchies.
- Supporting team members with information for MIS reports on installation, de-installation, break-down calls, and active/inactive terminals.
- Ensuring best-quality process delivery in line with the Service Level Agreement.
Sr. SLA Executive - Lobo Staffing Pvt Limited - Mumbai
(2013-07 - 2014-03)
- Operated from Central Bank of India head office to co-ordinate and handle escalations and queries of RCCs, ZCCs, AGMs regarding managed services, operations & site-related ATM issues.
- Organizing & 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 vendors (CMS, Brinks, SIPL, etc.) for cash loading and other field-related issues.
- Sending quotations to Bank RCC & ZCC/customer for chargeable activities outside SLA scope.
- Reviewing and identifying root cause for escalated service requests to drive continuous improvement within service delivery teams.
Escalation Executive Level 2 (Team Leader) - Quasar Consultancy Pvt Limited - Mumbai
(2011-11 - 2013-07)
- Prepared roster for helpdesk team members, ensuring maximum floor strength to reduce delays in customer and escalation handling.
- Reported to supervisor/manager periodically on team and individual work accomplishments, problems, and progress.
Service Coordinator - NCR Corporation India Pvt Ltd (ATM SLM Services) - Hyderabad & Chennai
(2007-06 - 2011-11)
- Handled 2 territories – Hyderabad (1,200 ATMs) and Chennai (970 ATMs).
- Proactively planned, prioritized and assigned calls to Customer Engineers, ensuring prompt resolution and delivery of service within contractual terms.
- Identified and escalated to Team Leader/Territory Manager any situation exceeding contractual response or TAT.
- Maintained CE roster and schedule, and recorded incidents relating to CE availability, sickness, holidays and planned work commitments.
- Remained the point of contact for customer queries, complaints, feedback and requests, providing timely and accurate information.
Equipment & Shed In-charge - Aqdas Maritime Agency Pvt Ltd - Mumbai
(2005-05 - 2006-05)
- Managed movement of containers and other equipment/materials in and out of the export yard per organizational policy and procedure.
- Planned transport routes and ensured goods/products were packaged appropriately for transportation.
- Monitored complete yard operations including labour, vehicles, forklifts and other heavy machinery.
