Senior Manager (Vice President) – Business Operations - WegoFin Digital Solutions Pvt Ltd. - Hyderabad
(2023-11 - 2025-06)
Led end-to-end business operations for a rapidly growing Fintech organization supporting 60+ employees and multiple cross-functional teams.
- Spearheaded the design and implementation of scalable operating frameworks that supported organizational growth and strengthened service delivery capabilities.
- Established governance structures, SOPs, and operational control mechanisms that enhanced process consistency, accountability, and compliance readiness.
- Drove enterprise-wide operational excellence initiatives, resulting in streamlined workflows, improved productivity, and enhanced cross-functional collaboration.
- Led workforce planning, vendor governance, and cost optimization programs that improved operational effectiveness while supporting business expansion.
- Partnered with executive leadership to deliver strategic transformation initiatives aligned with long-term organizational objectives.
- Improved operational efficiency by 20–30% through workflow redesign, process standardization, and automation initiatives.
- Delivered cost optimization initiatives through workforce planning, vendor governance, and operational efficiency improvements.
- Increased team productivity by 25% through implementation of performance management frameworks and standardized operating procedures.
- Established governance controls resulting in 100% compliance readiness for ISO 9001 and ISO 27001 assessments.
Global Payments Operations Manager - Teleperformance India (Client: Abu Dhabi Islamic Bank) - Chennai
(2022-06 - 2023-04)
Managed Global Payments Operations across Chennai and Mumbai delivery centres.
- Directed end-to-end Global Payments Operations across multiple delivery centres, ensuring high standards of service quality, control, and operational performance.
- Played a key role in ISO 20022 (CBPR+) migration readiness by coordinating operational, process, and stakeholder preparedness activities.
- Enhanced operational transparency through the development of management dashboards and performance reporting frameworks.
- Strengthened risk management and control environments through proactive monitoring, governance oversight, and issue-resolution frameworks.
- Collaborated with technology teams to drive automation initiatives that improved operational efficiency and reduced manual dependencies.
- Built strong stakeholder relationships across operations, technology, and business teams to support seamless payment processing and service delivery.
- Reduced payment-processing exceptions and operational escalations by 30–40% through enhanced monitoring and control frameworks.
- Strengthened SLA performance through structured governance, performance management, and operational oversight.
- Increased operational productivity by 20% through workflow automation and dashboard-driven performance management.
- Reduced manual reporting effort by 60% through automated MIS and KPI reporting solutions.
Deputy Manager – Credit Card Operations - HDFC Bank Ltd. - Chennai
(2018-08 - 2020-02)
Led a team of approximately 50 professionals managing end-to-end credit card operations.
- Led a large operational team responsible for critical credit card functions, including issuance, billing, disputes, and chargeback management.
- Improved service delivery performance through structured governance, operational reviews, and performance management practices.
- Enhanced customer experience by implementing process improvements that reduced service bottlenecks and strengthened resolution effectiveness.
- Managed vendor relationships and SLA governance, ensuring consistent service quality and operational stability.
- Worked closely with compliance and technology teams to maintain regulatory adherence and operational integrity.
- Improved SLA compliance from 90% to 98% through structured performance governance and operational monitoring.
- Reduced customer complaints and escalations by 25–35% through process improvements and service-quality initiatives.
- Improved turnaround times for dispute resolution by 20% through workflow redesign and team coaching.
- Increased operational productivity by 15–20% through process simplification and performance management.
Global Cash & Payments Operations SME / BMO- CIB - ABN AMRO Bank / Royal Bank of Scotland (RBS) - Chennai
(2007-02 - 2016-10)
Supported global cash management and payments operations across EMEA, Asia, GCC, and Middle East markets.
- Served as a trusted Subject Matter Expert for global payments, cross-border transactions, FX settlements, and payment investigations across multiple international markets.
- Supported high-value payment operations while ensuring adherence to regulatory, compliance, and risk management requirements.
- Strengthened AML, sanctions screening, and operational control frameworks to support a robust risk and compliance environment.
- Improved effectiveness of payment investigations and exception management through process enhancements and stakeholder engagement.
- Delivered operational governance reporting and business performance insights to support leadership decision-making and service excellence.
- Contributed to the successful delivery of global cash management operations across EMEA, GCC, Asia, and Middle East regions.
- Reduced payment investigation turnaround times by 35–40% through streamlined workflows and stakeholder coordination.
- Achieved 99.5%+ processing accuracy across high-value cross-border payment operations.
- Reduced operational risk incidents by 20–25% through enhanced AML, sanctions screening, and control frameworks.
- Improved reconciliation completion rates to 98%+ within agreed SLAs across multiple markets.
Junior Officer – Credit Card Correspondence - HDFC Bank (ADFC)
(2005-09 - 2007-02)
- Managed customer correspondence and dispute resolution.
- Performed quality assurance activities within credit card operations.
Junior Officer – Global Cash & Payment Operations - Scope International (Standard Chartered Bank)
(2004-05 - 2005-08)
- Supported payment processing, settlements, reconciliations, and cash management operations.
- Assisted in stakeholder coordination and operational support activities.
