Jan 2024 – Mar 2025 · 1 yr 2 mos · Bengaluru, Karnataka, India · On-site

• Innoviti, with 21 years in merchant payment tech has 75% market share and 8 patents. Among Forbes' Top 50 BSFI Brands in India,
• Part of Senior Leadership, reporting to the Cofounder & president, ensuring robust strategy, operational efficiencies, and superior customer experience for 200+ enterprises and SMBs across the product lines with GTV of 8Bn USD annually. Handling 18 Banks of India.
• Strategic Leadership: Established new business hubs, integrating HR, operations, sales, tech, and finance to align with market and investor expectations
• Innovation Culture: Advanced the use of AI, machine learning, and data science to improve business processes and customer interactions
• Operations Management: Managed daily operations, optimized resource use across teams, and enhanced governance and efficiency with SOPs, KPIs, and OKRs.
• Technology Integration: Championed advanced technology systems to support organizational enhancements, ensuring seamless integration and communication
• Training Programs: Designed comprehensive training initiatives (NPD, TNI) and developed a KSA matrix to guide employee development and evaluations
• Quality Control: Implemented quality assurance and continuous improvement initiatives, using governance structures and OKR frameworks for performance enhancement
• Stakeholder Engagement:Built strong relationships with diverse stakeholders, utilizing various communication strategies for effective engagement
• Performance Monitoring: Conducted analytics-driven performance reviews to identify trends and improvements, emphasizing transparency and stakeholder input
• Business Scale-Up: Aimed to increase Gross Transaction Volume (GTV) and margins, focusing on scalable business growth
• Customer Experience & Advocacy: Positioned the brand as the preferred choice by crafting a delightful customer journey, enhancing brand loyalty and advocacy
• 3 words that define my role here: Management, Entrepreneurship, Strategic Planning

Sep 2020 – Jan 2024 · 3 yrs 4 mos · Bengaluru, Karnataka, India · On-site

• As a member of the Leadership Team, responsible for defining and executing scalable, cost-efficient and long-term strategy roadmap/milestones for the marketplace and Private Brand with ownership of Key Operations, Business, and CX Metrics.
• STRATEGY: Drove scale with cost efficiencies through – Process Reengineering, and transformations –– Reduced CX cost by 60%, supply chain cost by 30%, and Acquisition cost by 25%.
• OPERATIONS: Building / Revamping customer-centric teams owned timely delivery of core metrics in a fast-paced environment.
• Revamped onboarding and launched the process of customer Handholding – Reduced onboarding TAT from 7 days to 24 hours, rejection Reduced by 45%, increase in customer transacting in week 1 by 60%.
• Rolled out Structured and calendared engagement program–Increased GMV by 25% and Dormancy win back by 23%
• Contact Center SLA Improved by 55% with Quality >98%, Auto resolution through BOT/IVR @ 23%.
• Owned Demand generation, credit rotation, and enhanced WOD/ DOD– Rolled out account Management, reduced cost by 60% with increased efficiency.
• Ensured Funnel optimization on supply metrics- Delivered best-n-class operation metrics.
• Improved Supply Chain Ops by Order Cycle TAT adherence and efficient inventory management at WH- Reduced order cycle by 4 days
• BUSINESS – Enhanced Customer Market Share and Revenue Market Share.
• Enhance GMV – Enhanced repeat, organic Business, and purchase Frequency with high-margin product mix – Increased GMV contribution by 2X with a 15% takeover of market share from competition.
• Plugging revenue leakages – Revamped Return & dispute process, Launched DS-based flagging> Reduced losses by 55%.- Increased efficiency by 30%, and C-SAT by 20%.
• EXPERIENCE: Drove customer centricity across the ecosystem
• C-SAT/NPS- Increased from 75% to 91%
• Structural fixes for identified top call drivers for a superior experience reduced reactive flow by 43%.

Oct 2019 – Sep 2020 · 11 mos · Gurgaon, India

• Business, Revenue & Experience owner for India Smart Business (Contribute to 89% of OYO Business) across 500+ tier 1/2/3 Cities through Remote Operations with team of 400+ members.
• Rollout of Central Network Management model – Reduced Cost by 60% || Delta Revenue -30K daily room worth 18Cr/Annum, Key Revenue Projects - Vandebhart, Quarantine centers Conversion, Cross Sell of Sanitized Tag, Removal of Minimum Guarantee ||Experience -NPS improvement from 1.8 to 3.4 on the scale of 5, Delta improvement of GX in 22% base || 2.1-x productivity through OKRs standardization || Funnel optimization – Plugging Revenue leakage, Reducing Check in denial by 40% and increase realization by 20% || Reduced reactive flow -> Increased Self-support CoOYO app adoption from 10% to 48% || Brand Advocacy and Social Media||
• Key Responsibilities :
• Strategy -> Ideation & steering transformation projects on experience || Structured framework for complex problem solving || Building and executing cohesive cross function, robust Experience Strategy for complete Life cycle and translating into well-defined operational metrics ensuring CSAT and NPS||Compliance, SOP adherence & governance.
• Business, Revenue & Experience > ROI || Building efficiencies & Delivery of key Business, Revenue and Operation metrics|| Operational excellence|| Continuous improvement through people, process and Tech ||Building robust, customer focused and result oriented team ||
• Analytics -> Innovation and actionable insights ||Preemptive measure
• Leadership -> Collaboration with stakeholder on formulating business and service strategies/ metrics to improve process delivery || Efficiency and productivity of respective work groups || Pre-emptive measures toward potential risks & reactive measures for ensuring success and delivery of project

Jun 2018 – Oct 2019 · 1 yr 4 mos · Gurgaon, India

• Have been responsible for superior customer experience during entire value chain journey through People, Process & Technology. Carried the accountability right from curating the strategic framework to the last mile execution in the most frugal and efficient way for both the side of platform stakeholders – Demand & Supply.
• Key Responsibilities:
• Customer Experience
• Product – On platform & in App experience (User funnel optimization)
• Promise – SLA & FTR
• Shop Floor : Delivery Assurance
• Order Conversion – Leads to deal closer (Order generation to Payment)
• Fulfillment – Pre & Post Purchase Operations
• Inbound & outbound Contact Center
• Pre & post purchase assistance (Voice & Non-voice)
• Partner care – Promotions & Issue resolutions.
• Exception handling – Replacement, Refund, Recovery (soft & hard-including legal activities).
• Revenue
• Digital Payment – Advance & Post service delivery.
• Repeat adoptions – Experience Led Revenue
• Risk & Compliance
• Customer Onboarding & KYC – verification & validation (Digital & Physical)
• Risk & Fraud mitigation – constant optimization of checks and balances for present & potential fraud.
• Internal and external due-diligence – Clean Revenue & transaction validation.
• Noteworthy Credits
• Radical Growth (3x to 11 X) in shortest span on business KPIs
• Complete automation/ digitalization of customer experience journey
• Recognized by Founder for “Ownership “ – Highest Leadership trait of complete ownership
• Improvised algorithm & DS Input on funnel optimization –Recommendation Vs Reach from 78% to 98%.
• Digitalized KYC process and Dedupe process-Reduced TAT by 1/10
• Digital Payment Adoption – 2% to 38%
• <15 Days payment collection – 55% to 89%

Jul 2015 – Jun 2018 · 2 yrs 11 mos

• Key Result Areas
• Building a robust, customer focused team by hiring & developing the required competencies
• Increase Revenue earning customers through monetization activities & preventive churn.
• Operational Efficiencies - Strategy, execution and delivery of short term/ long term deliverables.
• Hassle-free onboarding (KYC) of customer & channel partner with compliance to all regulatory norms and SLAs
• Effective stake holder management to deliver superior customer experience.
• Gather continuous feedback for operation improvisation and innovations
• Customer retention to meet the business objectives, competition benchmarking.
• Execution of cross-sell/up-sell activities and campaign management
• Ensure Cost-to-serve is within the budget by planning and managing customer service resource allocation
• Noteworthy Credits:
• Built telecaling setup up for monetisation of customer base –Additional revenue of 600 M/ Annum.
• Established Direct sales set- up contributed 30% to overall sales– Additional revenue of 180 M/ Annum.
• Awarded for 132% achievement of sales target through stores
• National accolade for Industry benchmark - 100% score since inception in Government Compliance Audits
• on KYC and Warehouse.
• Roll out of Channel Partners, Customer touch points with 100% regulatory compliance
• Sales and Distribution set up of Digital Wallet Product

Sep 2009 – Jul 2015 · 5 yrs 10 mos

• Overall responsible for enhancing Revenue and controlling cost/ financial exposure both from internal & external customers.
• Key Result Areas :
• Robust and cost effective service strategy models for Customer life cycle management
• Maximizing Revenue Earning customers through Analyzing user behavior, predictive/ reactive model & competition benchmarking.
• Driving Collection/ Retention through inhouse and outsource – Segregated treatment for High Value customers.
• Address & credit verification of acquired / potential customers in system
• Partner Life Cycle Management –Selection, onboarding, workflow management, delivery of KPI & SLA, pay out and budgeting
• Process and Regulatory compliance
• Warehouse and logistics - Physical and Digital
• Noteworthy Credits:
• Cost optimization model for partner – saving of 5.1 Million / Annum
• Significant contribution in increase Revenue, Customer Retention & Reduction in Bad Debt.
• Got maestro award twice- Highest award in Tata for individual contribution & Superstar team award
• Recognized by Vice President at Malaysia for significant contribution in launch of Telecom services.
• Industry benchmark in regulatory audit - minimizing the penalties.

Apr 2004 – Sep 2009 · 5 yrs 5 mos

• Heading 4 cores vericals - Collections, Retenton, Aquisition and Customer care
• Key Result Areas :
• Driving and monitoring direct & indirect channel performance.
• SLA Management, monitoring of chronic & repetitive complaints, Root Cause analysis, Offline and Legal
• Evolving focused strategy in improvising customer service with segregated treatment of high value and top corporate accounts
• Pre-emptive measures to minimizing payment defaults & Proactive and reactive strategies
• Process & Regulatory compliance.
• Noteworthy Credits:
• Roll out of GSM Technology - customer touch points/ Franchise
• Partner shift on new and cost effective model
• Increase collection from 90% to 98% and reduced churn from 5% to <2% of base.
• Digitalized and Automated process of EKYC verification