Feb 2022 – Dec 2023 · 1 yr 10 mos · India

Sep 2015 – Dec 2016 · 1 yr 3 mos · Mumbai Area, India

• 1. Curently working on Mobile Payments and ecommerce Payment gateway integrations with various Banks and Merchants.
• 2. Enhancing Mobile and eCommerce Payment products that involves right from Solutioning to UAT and product deployment for Government and Private Merchants.
• 3. Managing the eCommerce portfolio for SBI EPAY
• 4. Ensuring acceptance of all eCommerce on maximum merchant sites.
• 5. Working with technology team to improve the eCommerce solution & User Interface
• 6. Conceptualize new ideas and evaluating them objectively from a market and feasibility standpoint.
• 7. Working with banks providing payment gateway services to enable their respective aggregators
• 8. Transaction Analysis & Decline management
• 9. Working with Internal teams like Operations & Technology for certification and other projects.
• 10. Working with Internal & external teams for troubleshooting.
• 11. Ensuring compliance & adherence to any regulatory & internal compliance points.
• 12. Over managing customer and merchant support desk
• 13. Drafting process documents & Internal Notes as required.
• 14. Monitor Internal Project Tracker and do necessary follow ups.

Aug 2012 – Sep 2015 · 3 yrs 1 mo · Mumbai Area, India

• Worked on the Payment Solution Business project that involves –
• A. Semi- Closed Prepaid Cards
• B. Open Loop Co-Branded Prepaid Cards
• C. Physical Merchant Aggregator Business
• Online Merchant Aggregator Business (e-Commerce)
• D. POS / EDC Acceptance Program
• E. SMS / Mobile Application based payments to Merchants
• F. Real time At Par payments to Merchants through H2H (Host to Host) connectivity with Banks
• G. Financial Inclusion
• 1. Involved in creation of “Jio Money” mobile based digital application to cater all Payment Solutions Business functionalities.
• 2. Working with top banks to create digital banking payment products for customers and merchants.
• 3. Worked on the Financial Inclusion project which involves Reliance becoming BC (Business Correspondent) for all Banks and providing services in the rural / urban areas. End to End BC set-up and is being operated for ICICI Bank & SBI (State Bank of India)
• Currently the BC set-up is being run with 10000 internal employees of Reliance located in Reliance corporate park in Navi Mumbai.
• 4. Working closely with technology team to develop AEPS (Aadhaar Enabled Payment System) which includes DBT (Direct Benefit Transfer) from the government to the Aadhaar Holder linked to his Bank Account.
• 5. Working closely with Developers / Vendors / Finance team / Commercial – Procurement Team & Project managing the activities / tasks involved in getting the payments business up and running for India market.
• 6. Interacting with Various Bank / 4G Business / Products / Technology team to integrate / interface the offerings together to create and exceptional value proposition for customers.
• 7. Ensuring that the SOP’s / SLA’s / Training Process Manuals are ready for the Operational / Back Office Processing.
• 8. Ensuring all Security measures are in place from the Payments business perspective.

Mar 2011 – Sep 2012 · 1 yr 6 mos

•  Manage implementation activities for project and day-to-day deliverables including appropriate communication, procedures and training mechanisms for Airlines Audit Services and FDS (Fare Distribution Services)
•  Ensure appropriate escalation and problem management practices are in place for project and day-to-day deliverables
•  Assist in the creation of process models, specifications, diagrams and charts to provide direction to project and delivery team members.
•  Officiate as single point of contact in order to facilitate clear communication and monitor quality and other service level compliance
•  Work closely with key stakeholders to ensure all business requirements are developed and clearly communicated
•  Ensure all business requirements and timelines are understood and that solutions provide the expected benefits
•  Support business case development by providing financial justifications, cost estimates, benefits etc.
•  Ensure that the UAT’s are completed in defined time limit by the stakeholders and the functionality is made live.
•  Utilize effective project management practices to prioritize, plan, coordinate activities and track all deliverables.
•  Ensure maximum automation is done in the process to optimize resources wherever necessary.
•  Lead the off-shore effort to provide timely, high quality responses to various Request for Information (RFI) and Request for Proposal (RFP)
•  Providing specific inputs on aspects of off-shoring work (such as costs, organization structure etc), to the onshore Company's Deal team
•  Coordinating with operations and support functions (such as HR, Technology etc) to ensure that their views are incorporated into the proposal
•  Project manage the transition into the BPO delivery centre to ensure a smooth and successful transition
•  Ensure that the transition is completed within the allocated budgets and time-frames
•  Work with various functions of the BPO centre like Finance, HR, IT etc to ensure operational set-up of the deal

Nov 2010 – Mar 2011 · 4 mos

•  Managing the Product Development & UAT’s (User Acceptance Testing) of Credit Cards (Internet Banking) in the Technology Services Division for Banking & Financial Services
•  Ensuring the Functional Specs and System specs are in place for all developments.
•  Review of specification documents, UAT Scripts & Test Cases.
•  Single point of contact between application developers and end system users.
•  Involved in creating and giving presentations on Credit Card Ecommerce functionalities to prospect clients.
•  Involved in people management.
•  Ensuring the team undergoes all functional & process training to have quality output in the process.
•  Ensuring the team also undergoes cross functionality training on the credit card processes.
•  Continuous monitoring of staff performance using HP Quality centre application to ensure all quality standards is adhered.
•  Ensuring the Daily, Weekly and Monthly MIS dashboards are created and sent to Management.
•  Conduct monthly surprise audits in department to ensure RCSA (Risk Control Self Assessment) compliant.
•  Ensure the team undergoes AML (Anti Money Laundering) & Information Security trainings including new joinees.

Jun 2009 – Dec 2010 · 1 yr 6 mos

•  Managing multiple projects for Airline Operations (Passenger Revenue Accounting)
•  Creating and executing Project plans with documentations
•  Review of project plans to incorporate multiple requirements
•  Involved in daily operational aspects of scope
•  Review of risks involved in processing and provide resolution
•  In charge of all applications being operated for Airlines projects
•  Single point of contact for Business team, Technical team & Clients on daily basis.
•  Involved in doing process re-engineering of Airlines process for multiple clients.
•  Involved in implementation of Certification for PCI-DSS for Airlines Vertical
•  Involved in development/enhancements of internal applications for Airlines as per requirements received from clients.
•  Involved in implementing six sigma in the processes being managed
•  Involved in monitoring & improving productivity for the staff by implementing a Productivity Tracker application
•  Ensuring high quality compliance in the processes
•  Monitoring of SLA to ensure timely delivery to clients.
•  Accountable for Service delivery, P & L and Profitable growth of verticals
•  Strengthen relationship with internal staff and develop productive relations.

Jun 2008 – May 2009 · 11 mos · Dubai, UAE

•  Managing the end to end Credit Card Operations.
•  This includes ensuring smooth functioning/processing of Application processing Unit, Credit Card Payments, ATM Reconciliation, On-Us/Off-Us dispute management, UAE Switch reconciliation, MasterCard Settlements, Chargeback’s, Customer query management, MIS, Card embossing & personalization.
•  Managing the Cards - Settlements desk that is responsible for daily reconciliation of transactions processed between Company and the card networks (e.g. VISA & MasterCard)
•  Single point of contact for other Card Product teams, Finance Control Department, Operational Risk and other supporting units
•  Responsible for resolving any customer queries logged by the front-end channels
•  Ensuring that the reconciliation process is being constantly reviewed for improvements, ensuring minimum Turn Around Time and compliance to the Bank’s accounting operating standards
•  Ensuring that any exceptions highlighted during daily reconciliation are duly reported and rectified under advice to Head - Card operations
•  Participate in all new initiatives that are aimed at introduction of the new networks in the cards business from a settlements and reconciliation perspective
•  Supporting UAT of New enhancements in Credit card operations.
•  Planning & Developing new operational process & activities
•  Strengthen relationship with internal staff and develop productive relations
•  Accountable for handling new recruitments in department and arranging training for the new joiners in the team.
•  Ensuring strict adherence to SLA’s & SOP laid down.

Sep 2003 – May 2008 · 4 yrs 8 mos

•  Managing the entire TransConnect Card Programme which includes overlooking the operational activities of Pre-Card Issuance, Post Card Issuance (TC Ops 24x7 Support), Call Centre, IT and System Support & MIS / Reports desk.
•  Planning & Developing new operational process & activities.
•  Strengthen relationship with internal staff and develop productive relations.
•  Monitor and guide process development and testing.
•  Final point contact/escalation for the Business vertical/unit. Coordination with Call Centre, Commercial, IT Engineers, SAP for Operations business planning & development.
•  Ensure smooth operation of 24x7 Customer Call Centre
•  Ensuring Training & Certification of TL’s & CRE’s on the Processes
•  Call Volume projection, based on previous trends and new business requirements.
•  Quality auditing and call monitoring through regular review of call recordings
•  Ensure all activities are done keeping cost control in mind.
• Core Competencies:
• Leadership
• Developing others
• Impact and influence
• Strategic judgment
• Vendor Management

May 2001 – Sep 2003 · 2 yrs 4 mos

• July 2003–Sept 2003 HSBC Bank D.N. Road, Mumbai
• Senior Officer – Card Products Division (PROJECT –UAT TEAM FOR HUB)
•  Involved in end-to-end testing of Credit card (HCC) 3.01 conducted at D.N. Road branch.
•  Responsible for business testing of all department activities of “Back-Office Operations” related to the HCC 3.01 project implementation
• May 2003–July 2003 HSBC Bank Worli, Mumbai
• Senior Officer – Embossing & UDC Dept. (Card Products Division)
•  Handled embossing and encoding of cards with a team of 8 people.
•  Inventory Control of physical plastics
•  Maintaining MIS
•  Managing complete undelivered card stocks and MIS.
• Oct 2002–May 2003 HSBC Bank Worli, Mumbai
• Officer – Loyalty Programs (Card Products Division)
•  Handled the complete end-to-end processing of Loyalty operations.
• April 2001–Oct 2002 HSBC Bank Worli, Mumbai
• Officer – Authorization (Card Products Division)
•  To provide manual authorizations to the merchants on request with the TAT.
•  Authorized to approve 25% over limit on credit card a/c after verifying the customer payment account.
•  Handled complete end-to-end Authorization related tasks.
•  Handled Code 10 situations in case of International card referrals
•  MIS
•  Processing of MasterCard & Visa Interchange files on GBOLINE & VAP (Use of AS/400 Servers)

Jan 1999 – Jan 2001 · 2 yrs

•  Handled the complete Back Office processing w.r.t Credit Card Operations (Pre Card Issuance) using Vision + Application.