Fatima Akbani

Operations Associate

Mumbai, Maharashtra, India3 yrs experience

Key Highlights

Proven track record in managing enterprise payments.
Successfully built and led service excellence teams.
Expert in client relationship management and operations.

Stackforce AI infers this person is a Fintech operations expert with a strong focus on payments and client management.

Contact

akbanifatima9@gmail.com LinkedIn

Skills

Core Skills

Key Account ManagementPayments OperationsService Operations ManagementTeam LeadershipPayment Gateway OperationsClient Relationship ManagementSales ManagementCustomer Service

Other Skills

Business DevelopmentProject ManagementCross-Functional CollaborationPerformance MonitoringStrategic Account SupportFreshdesk Setup & OptimizationEscalation & SLA GovernanceTeam Leadership & TrainingFintech Stakeholder ManagementRecruitment & Hiring OperationsProcess Design & ImplementationReporting & InsightsProcess DesignTransaction ProcessingSettlement Management

About

Fintech operations professional with strong experience across enterprise payments, POS, and payment gateway support. At Razorpay, I built the Service Excellence (West) function and led a team managing strategic merchants. Currently at Paytm, I handle enterprise merchants end to end, including payments operations, settlements, escalations, and transaction issue resolution. Previously at Pine Labs, I managed government payment gateway merchants while driving smooth operations, timely settlements, and strong stakeholder coordination. I bring clarity, ownership, and process excellence to fast-moving fintech environments.

Experience

Paytm

Assistant Manager

Sep 2025 – Present · 7 mos · Mumbai, Maharashtra, India · On-site

In my current role at Paytm, I manage strategic enterprise client relationships, focusing on driving business growth and ensuring seamless operations for key accounts.
My responsibilities include:
Client Relationship Management: Cultivating and maintaining strong partnerships with large enterprise clients to understand their needs and deliver tailored solutions.
Business Development: Identifying opportunities for upselling and cross-selling Paytm’s suite of products and services to enhance client value.
Project Management: Overseeing the implementation of new campaigns and initiatives, ensuring alignment with client objectives and timely execution.
Cross-Functional Collaboration: Working closely with internal teams, including product and technology, to address client concerns and optimize service delivery.
Performance Monitoring: Tracking key performance indicators to assess the success of client engagements and drive continuous improvement.

Client Relationship ManagementBusiness DevelopmentProject ManagementCross-Functional CollaborationPerformance MonitoringKey Account Management+1

Razorpay

Senior Associate

Feb 2025 – Sep 2025 · 7 mos · Mumbai, Maharashtra, India · On-site

Operations professional driving service excellence for high value, strategic accounts in the fintech space. Tasked with setting up the Service Excellence team for the West region from the ground up right from hiring and training to process design and execution. Transitioned service workflows from manual email handling to Freshdesk, leading to significant improvement in response efficiency, SLA adherence, and internal accountability.
In addition to core service operations, owned end-to-end recruitment operations for onboarding associates for all regions, ensuring alignment with business needs and maintaining a strong service culture.
Key Skills:
Service Operations Management
Strategic Account Support
Freshdesk Setup & Optimization
Escalation & SLA Governance
Team Leadership & Training
Fintech Stakeholder Management
Recruitment & Hiring Operations
Process Design & Implementation
Reporting & Insights
Designed and led the entire support model for strategic accounts, ensuring fast, consistent, and high-quality service delivery.
Transitioned legacy support system to Freshdesk with routing rules, SOPs, auto-responses, and dashboards.
Hired, onboarded, and mentored a team of five associates, building a high-performance culture.
Worked cross functionally with tech, business, and product teams to resolve client pain points and improve turnaround times.
Independently handled recruitment, coordinating with multiple stakeholders to staff new roles efficiently.

Service Operations ManagementStrategic Account SupportFreshdesk Setup & OptimizationEscalation & SLA GovernanceTeam Leadership & TrainingFintech Stakeholder Management+4

Pine labs

Senior Executive

Dec 2023 – Feb 2025 · 1 yr 2 mos · Mumbai, Maharashtra, India · On-site

Experienced operations professional with a strong background in fintech, specializing in payment gateway operations. Proven track record in transaction processing, settlement management, and comprehensive reporting. Skilled in regulatory compliance, risk management, and providing exceptional client support.
Key Skills:
Transaction Processing
Settlement Management
Reporting and Analytics
Fraud Detection and Prevention
Regulatory Compliance
Client Relationship Management
System Integration and Maintenance
Team Leadership and Training
Professional Experience:
Payment Gateway Operations Specialist
> Managed end-to-end transaction processing lifecycle, ensuring accuracy and compliance with regulatory standards. Including onboarding of merchant, testing the pay modes (CC,DC,NB,UPI) etc.
> Orchestrated seamless settlement processes, reconciling transactions across multiple platforms to maintain financial integrity.
> Generated detailed standard and custom reports on transaction volumes, success rates, and financial performance metrics for internal and external stakeholders.
>Provided technical support and operational assistance to clients, resolving inquiries related to payment processing and settlement.
> Directly and Indirectly managed reputed merchants like Nashik Municipal corporation & others.

Transaction ProcessingSettlement ManagementReporting and AnalyticsFraud Detection and PreventionRegulatory ComplianceClient Relationship Management+3

Hdfc bank

Branch sales officer

Apr 2023 – Dec 2023 · 8 mos · Amravati, Maharashtra, India · On-site

April 2023 –Dec 2023 Branch Sales Officer – HDFC Bank
➢ Utilized CRM software to capture and analyze customer interactions, leveraging data insights to optimize sales strategies and drive maximum results.
➢ Maintained an intricate knowledge of bank operations, product portfolios, and service offerings to ensure informed decision-making and superior
customer service delivery.
➢ Oversaw branch operations encompassing sales, customer service, financial management, and meticulous recordkeeping, ensuring adherence to
regulatory standards and organizational policies.
➢ Cultivated relationships with key account representatives to promote bank products and services, enhancing brand visibility and fostering strategic
partnerships.
➢ Managed customer inquiries and concerns with expedited resolution and expert guidance, maintaining high levels of customer satisfaction and loyalty.
➢ Spearheaded targeted marketing initiatives to drive branch sales revenue, leveraging data-driven approaches and cultivating enduring customer
relationships.
➢ Implemented cross-selling techniques across branch operations, incentivizing customers to explore additional product offerings and driving incremental
sales growth.
➢ Handled customer complaints with tact and diplomacy, resolving issues promptly to uphold the bank's reputation for exceptional service.
➢ Consistently achieved individual and branch targets, demonstrating a strong commitment to excellence and driving sustained business success.