Prajwal S.

CEO

Bengaluru, Karnataka, India13 yrs 6 mos experience

Highly Stable

Key Highlights

Transformed startups into trusted fintech institutions.
Led operations for millions of borrowers.
Passionate about financial inclusion and mentorship.

Stackforce AI infers this person is a Fintech Operations Leader with a strong focus on customer experience and operational excellence.

Contact

Skills

Core Skills

Fintech OperationsLeadershipOperations ExecutionStrategic LeadershipCustomer SatisfactionOperational ExcellenceDesign ThinkingPerformance AnalysisTeam Management

Other Skills

Analytical SkillsCustomer ServiceInventory ManagementKey MetricsMarketingMerchandisingNegotiationNet Promoter ScoreProblem SolvingRetailSalesStrategic InitiativesTeam MotivationWorkforce Planning

About

I’m a builder of high-performing fintech operations, passionate about making credit accessible at scale. Over the past 12+ years, I’ve handled & led the growth of teams and systems that transformed early-stage startups into trusted institutions. As the first employee at NIRA, I helped shape the company’s journey from ground zero to a 300+ member organization. I’ve driven customer operations that served millions of borrowers, built CX processes that became benchmarks in the industry, and led teams through hypergrowth while maintaining operational excellence. My experience spans fintech, e-commerce, and digital lending, with expertise in automation, regulatory compliance, and customer delight. Beyond operations, I’m committed to mentoring future leaders, speaking on the future of fintech operations, and contributing to India’s financial inclusion journey. My mission: scale customer-first fintech models that redefine trust and access in emerging markets.

Experience

Refyne india

Head of Operations and Customer Experience

Jun 2025 – Present · 9 mos · Bengaluru, Karnataka, India · On-site

Analytical SkillsCustomer SatisfactionFintech OperationsLeadershipOperational Excellence

Nira

2 roles

Associate Director - Operations and Customer Experience

Promoted

Nov 2022 – Jun 2025 · 2 yrs 7 mos · India

Spearheaded the Operations & CX during a hypergrowth phase, scaling Operations and support functions for 1M+ customers across India.
Built and led the customer experience and operations team from a 20 member team to 80+ member team. Prime focus being improving NPS and driving operational excellence across KYC Ops, disbursement Ops and KYC compliance.
Designed and implemented automation frameworks that cut costs, optimises linear hiring during growth phase.
Worked with founders and other leaders in the Org on strategic decisions, shaping NIRA’s journey from startup to established fintech in the Indian lending space.
Represented NIRA externally in industry forums on customer experience in digital lending.

NegotiationNet Promoter ScorePerformance AnalysisOperations ExecutionOperational ExcellenceWorkforce Planning+8

Operations Manager

Jun 2017 – Aug 2021 · 4 yrs 2 mos

Net Promoter ScoreOperations ExecutionOperational ExcellenceDesign ThinkingTeam MotivationTeam Management+1

Klub

Senior Manager - Business Operations

Aug 2021 – Nov 2022 · 1 yr 3 mos · Bengaluru, Karnataka, India · On-site

Led operations for India’s leading revenue-based financing platform, driving seamless onboarding for over 200+ D2C brands in India.
Built process frameworks that enabled Klub to scale financing disbursements by 5x in under 12 months.

Net Promoter ScorePerformance AnalysisOperations ExecutionOperational ExcellenceWorkforce PlanningDesign Thinking+7

Finomena

Operations Lead (Collections)

Nov 2015 – May 2017 · 1 yr 6 mos · Bengaluru Area, India · On-site

Coached and mentored teams, aligning efforts with business goals.
Secured business opportunities and ensured client financial compliance.
Built strong stakeholder relationships and streamlined cross-department communication.
Set and implemented policies to ensure timely task execution.
Led National Collections team, driving performance and resolving process gaps.
Reviewed team results, implemented action plans, and monitored productivity targets.
Designed automated collection processes to cut costs and boost compliance.
Provided portfolio risk analysis to support strategic decisions.
Improved soft collections by refining processes and enhancing key metrics.

Operations ExecutionOperational ExcellenceTeam Management

Localoye

Customer Relations Manager

Aug 2015 – Nov 2015 · 3 mos · Bengaluru Area, India

Incubation team-Got promoted in less than 2 months and was given the responsibility to lead a team of 20 where we had to give training, share process knowledge and on-board new business partners/merchants.
Escalations- Handled social media escalations (Facebook, Twitter and Google play store reviews)

Operations Execution

Myntra

Operations Lead

Aug 2012 – Aug 2015 · 3 yrs

Market Research Team - Part of the 5 new projects and experiments introduced by the Business Analysts of Myntra to improve customer experience and business.

Operations ExecutionOperational Excellence