Team Leader - Fintech Domain - Company Confidential
(2024-02)
- Lead a cross-functional team of analysts and associates to manage end-to-end fintech operations.
- Oversee digital payment ecosystems including UPI, IMPS, NEFT, RTGS, Wallets, and Card Transactions.
- Ensure transaction monitoring, reconciliation, exception handling, and dispute resolution.
- Develop and monitor KPIs & dashboards (Tableau) to track SLAs, volume trends, success ratios, and TAT.
- Drive risk & compliance adherence including AML, KYC, and other regulatory guidelines.
- Partner with product, engineering, and compliance teams to enhance platform reliability and scalability.
- Implement automation initiatives reducing manual effort and improving process accuracy by 25%+.
- Conduct team coaching, performance reviews, and career development planning.
Trainer - Healthcare Domain - Concentrix
(2022-01 - 2024-02)
- Delivered structured training programs on health insurance processes including claims (cashless, reimbursement), pre-authorizations, renewals, payouts, and policy servicing.
- Focused on compliance with IRDAI regulations, data privacy (HIPAA), and customer service excellence.
- Mentored new hires, improving first-contact resolution and accuracy.
- Designed training content and assessments aligned with operational KPIs.
- Collaborated with operations to identify gaps and implement continuous learning solutions.
Senior Customer Support Associate - Telecom - Concentrix
(2020-05 - 2021-12)
- Handled escalated customer issues across postpaid, broadband, and enterprise services.
- Ensured first-call resolution, service quality, and customer satisfaction.
- Maintained adherence to SLA, quality standards, and compliance policies.
- Contributed to process improvements and knowledge base development.
Business Associate - Banking & Financial Services - Wipro Ltd. - Hinjewadi, Pune
(2018-07 - 2020-05)
- Worked on credit bureau processes such as dispute resolution, data verification, and report generation (CIBIL, Experian, Equifax).
- Ensured data accuracy and compliance with RBI and internal banking policies.
- Improved process efficiency by implementing automated validation checks.
- Supported lead generation and client relationship management activities.
Trainee - BPS - Tata Consultancy Services
(2017-05 - 2017-10)
- Processed pharmacovigilance cases as per SOPs and regulatory guidelines.
- Coordinated with medical reviewers for timely and accurate reporting.
