Muhammad Tauhid Munir

Dynamic Fintech & Operations Professional with expertise in KYC compliance, merchant onboarding, and risk mitigation. Proven track record of advancing from frontline customer success to talent acquisition and specialized team training. Highly focused on driving operational excellence, resolving complex escalations, and delivering goal-driven results in fast-paced environments.

P2M Onboarding Specialist - PhonePe - Bengaluru

(2024-07 - 2025-09)

• Drive end-to-end user pre-onboarding, registration, and activation processes.
• Conduct rigorous Identity Verification (KYC) and Financial Verification to ensure regulatory compliance.
• Perform advanced Compliance and Risk Assessments to mitigate potential threats.
• Manage Maker and Lead Conversion workflows efficiently.

Escalation Desk L3 Agent - PhonePe - Bengaluru

(2023-09 - 2024-07)

• Addressed and resolved high-level customer escalations, ensuring maximum satisfaction and loyalty.
• Coordinated cross-functionally with various internal teams to resolve complex banking and UPI issues.

Content Moderator – Project Meta - Genpact - Hyderabad

(2023-03 - 2023-08)

• Monitored platform content and enforced strict community guidelines.
• Proactively detected potential issues, handled complex appeals, and maintained high accuracy rates.
• Stayed updated with evolving policies and collaborated effectively with broader moderation teams.

Project PhonePe L1 Representative & SME - Concentrix - Kolkata

(2021-01 - 2022-11)

• Assisted customers with UPI and Banking Transactions, consistently exceeding satisfaction KPIs.
• Selected as part of the pilot batch for the PhonePe Insurance LOB (Jan '22).
• Provided specialized sales and insurance support, guiding customers through customized insurance needs.
• Managed L1 escalations, collected vital feedback, and shared product knowledge across the floor.

Talent HR - Concentrix - Kolkata

(2021-01 - 2022-11)

4 Months duration

• Supported the central Talent and Training team by assisting with end-to-end hiring workflows.
• Facilitated candidate screening and onboarding, significantly reducing time-to-hire for project requirements.

Trainer - Concentrix - Kolkata

(2021-01 - 2022-11)

6 Months duration

• Handled 4 batches of New Hire Training (NHT) with an outstanding average throughput of 94%.
• Acted as a shadow Subject Matter Expert (SME), supporting team leaders and leading team development initiatives.
• Managed team data and NHT batches as part of the internal Individual Development Plan (IDP) program.

B.Com - Commerce - Calcutta University (2020)

Higher Secondary (2017)

Secondary (2015)