Mridul Paharia

Operations Associate

Mumbai, Maharashtra, India15 yrs 7 mos experience

Highly Stable

Key Highlights

Led operations for a $480M lending business.
Improved customer satisfaction and reduced turnaround time.
Part of the early team that scaled PaySense to acquisition.

Stackforce AI infers this person is a Fintech Operations Leader with expertise in scaling customer support and operational efficiency.

Contact

Skills

Core Skills

Operations ManagementProject Management

Other Skills

AnalysisAnalyticsBusiness AnalysisBusiness ManagementBusiness Process ImprovementBusiness StrategyChange ManagementCommunicationCost ManagementCustomer ExperienceCustomer Relationship Management (CRM)Data AnalysisFinancial AccountingLeadershipLogistics management

About

Operations and strategy leader with experience in scaling digital platforms, optimizing customer journeys, improving service performance, and driving growth through data led decisions & execution excellence. Proven track record of building high-performing operations & customer support functions, improving CSAT, reducing turnaround time, scaling revenue operations, automating workflows, and solving complex business problems with minimal handholding. Part of early stage team of PaySense (2016) that got acquired by PayU in 2020 for $185 M

Experience

Zinc

Operations Head

Jan 2025 – Present · 1 yr 2 mos · Mumbai · On-site

Leading customer onboarding, underwriting, and customer support operations for an education lending & wealth platform.
Own customer experience strategy across onboarding, servicing, and post-approval journeys
Improving customer turnaround time, support efficiency, and service quality
Building scalable support workflows, automation layers, and performance tracking frameworks

Business ManagementOperations Management

Payu

3 roles

Sr Director - PL Operations

Jul 2024 – Jan 2025 · 6 mos

Led end-to-end operations, customer support, underwriting, and servicing for a large-scale lending
business (~$480M Asset Under Management). Enabled expansion across 250+ Indian cities with scalable service infrastructure

Business ManagementOperations Management

Director - PL Operations

Promoted

Jun 2022 – Jun 2024 · 2 yrs

Currently leading a workforce of ~400 employees across credit operations, sales operations, and customer support to handle end to end operations from loan origination to disbursal, including post disbursal customer support.
Built capabilities through strategic investments in the areas of field operations, automations and tools & processes to enable the organisation to operate in more than 250 cities across India.
Created robust processes around Fraud Detection & Investigation, Risk & Compliance, Credit Underwriting and Audits.
Spearheaded tech & data led innovations in the areas of Underwriting, KYC onboarding, Verification through digital footprints and Surrogates to build frictionless customer onboarding & verification journey.
Represented the organisation with an additional role of Nodal Office for Fraud Investigation & Reporting to interact with Reserve Bank of India on related topics & queries.
Ancillary tasks include co-lender management, supplier management, strategic product prioritisation, api integration with vendors and coordination with collections team.

LeadershipBusiness AnalysisOperations Management

Head - Credit Operations

Nov 2016 – Jun 2022 · 5 yrs 7 mos

Operations Strategy, Blueprint and Process Design
Team Management / Hiring / Training / Performance Management
Credit underwriting
Fraud Risk Management & Investigation
Audit & Compliance
System Integration and Automation
Data Operations Management & Service Operations
Background verification through digital footprints
Courier Operations Management (Reverse Logistics) for more than 150 cities across country
Supplier & Lender Management

LeadershipBusiness ManagementOperations Management

Housing.com

2 roles

General Manager Operations

Promoted

Mar 2016 – Jul 2016 · 4 mos

LeadershipBusiness ManagementOperations Management

Senior Manager Operations

Mar 2015 – Feb 2016 · 11 mos

Led a team of 400 employees.
Data operations management for Primary Market
Creating & Managing Proview & Slice View listings of residential projects across 120 cities.
Construction Progress / Project monitoring & data collection of under construction residential projects across various cities.
R&D and Pilot activities for new products. Setting up teams for scaling up production for the same.

LeadershipBusiness ManagementOperations Management

Reliance industries limited

Manager - EPC Projects

Jan 2008 – Jan 2013 · 5 yrs · Mumbai, Jamnagar

Manager
Project -1 : Jamnagar Export Refinery Project, (JERP, Jamnagar) - [2008-2010]
Overall infrastructure development of Alkylation, FCU, ETP, Polypropylene, Sulphur plant units & MMC warehouses while managing a team of 100 workers and a project worth $20Mn.
Logistics management for a fleet of 50+ construction equipments on day-to-day basis.
Work distribution, selection of construction methodologies and resource deployment to maximize the output at optimum cost
Project -2 : Sir HN Reliance Foundation Hospital Project (Mumbai) - [2010-2013]
End to end project management and execution of 22 storey Hospital Building (North Block)
Evaluation of bids, site execution, supply chain management, planning, monitoring & reporting project performance and final handover of the project.
Led a team of 150 including engineers, supervisors and workers
Planning, budgeting, vendor evaluation & selection, and quality assurance efforts.
Cross team coordination with architects, structural design engineers, suppliers & contractors to identify and address critical issues.