Pankaj Jaiswal

Operations Associate

Bengaluru, Karnataka, India14 yrs 10 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 15 years in service industry leadership.
Expert in customer relationship and operational excellence.
Proven track record in enhancing customer experience.

Stackforce AI infers this person is a Fintech Operations Leader with extensive experience in customer support and process optimization.

Contact

Skills

Core Skills

Customer ExperienceCustomer Relationship Management (crm)Performance ManagementPeople ManagementOperations ManagementSales Management

Other Skills

Cost-Benefit AnalysisVendor ManagementPartner Relationship ManagementCost ManagementStrategic PlanningData AnalysisOperational Cost AnalysisTeam LeadershipPresentation SkillsAnalytical SkillsSales OperationsWorkforce PlanningCustomer RetentionCost ControlBusiness Process Improvement

About

With over 15 years in the service industry, I specialize in customer relationship management, operational excellence, and partner management. At CoinSwitch, I lead the customer support teams for Indian equities and mutual funds, ensuring seamless operations, compliance, and exceptional customer experience. I oversee both in-house and outsourced teams across multiple locations, driving cost-effective strategies and process improvements. My role involves end-to-end business operations, from hiring and training to KPI management and vendor coordination. By conducting regular business reviews and proposing innovative hybrid work models, our team consistently delivers best-in-class support. My mission is to enhance fintech customer experience through strategic initiatives and operational efficiency.

Experience

14 yrs 10 mos

Total Experience

2 yrs 1 mo

Average Tenure

4 yrs 7 mos

Current Experience

Coinswitch

2 roles

Senior Manager

Apr 2025 – Present · 1 yr 1 mo · On-site

Contact Center Manager

Oct 2021 – Present · 4 yrs 7 mos · On-site

▪️Heading customer support team of 2 pivotal businesses (Indian Equities and Mutual Funds) at Lemonn
▪️Overseeing outsourced partners and In-house team based out of Noida, Gurgaon and Bangalore
▪️Responsible for end to end business operations from hiring to training, operational KPI, compliance and customer experience delivery
▪️Coordinating with commercial POC and vendors to ensure timely invoice closure for all outsourced partners
▪️Carry out timely (weekly, monthly and quarterly) business reviews with partners to ensure best in class customer service delivery followed by SOP adherence
▪️Proposing hybrid or remote work model for outsourcing partners for cost effectiveness and seamless onboarding process
▪️Working closely with internal custodians (product, compliance, growth and communication team) to amend the process/product for enhancing user experience followed by cost optimisation
▪️Collaborating with business leaders on NVA/VA experiments, monitoring CSAT and other CX impacting KPIs regularly
▪️Refining the existing SOPs to simplify users' journey and monitoring the efficacy of these experiments
▪️Amended FAQs and Self Serve feature to enhance self serve efficacy and reduce user to agent connects. Which eventually helped to optimise cost followed by better customer experience
▪️Six sigma projects done on efficiency metrics (AHT & FRT) to reduce the NVAs and enhance agents' productivity

Customer ExperienceCost-Benefit AnalysisCustomer Relationship Management (CRM)Vendor ManagementPartner Relationship ManagementCost Management+1

Teleperformance

Senior Operations Manager

Jan 2021 – Oct 2021 · 9 mos · Indore, Madhya Pradesh, India · Hybrid

▪️Managing operation teams including CSA, Team Leads, Asst Manager and Manager Operation as DRs
▪️Conducting monthly, quarterly & annual performance reviews for DRs to measure improvement and to identify areas of development
▪️Coordinating with commercial team and external SPOC for timely invoice closure
▪️Preparing decks for WBR/MBR and QBR for client reviews
▪️Responsible to Ebit, GM and R&P of the account

People ManagementPerformance ManagementOperational Cost AnalysisTeam LeadershipOperations Management

Kochartech

Deputy Manager

May 2018 – Dec 2020 · 2 yrs 7 mos · Kolkata, West Bengal, India · On-site

▪️Transforming/Simplifying process to reduce customers’ pain
▪️Managing and measuring process level performance in order to improve the efficiency and output
▪️Standardising various operational areas and ensuring a high-quality customer experience while adhering to the compliance and SLA
▪️Business reviews with clients & management team to discuss future transitioning of allied lines of businesses

People ManagementPerformance ManagementPresentation SkillsData AnalysisAnalytical Skills

Teleperformance india

Assistant Callcenter Manager

Nov 2016 – Mar 2018 · 1 yr 4 mos · Indore, Madhya Pradesh, India · On-site

▪️Implementing effective customer feedback mechanism to ensure high customer service standards
▪️Real Time analysis to ensure appropriate staffing throughout the centre
▪️Motivating team members with strong and inspirational team management which clarifies our values and enlighten pathways to success
▪️Prioritizing the data followed by proper churning pattern to enhance Sales conversion followed by proper data utilization
▪️Real time monitoring on contacted v/s sales conversion and changing set the Dialer setting accordingly in order to enhance the dialer efficiency
▪️Sharing suggestions with client and implementing new offers as per customer requirement to increase the sales and revenue of the process followed by acquiring new customers into business

Operations ManagementSales ManagementSales OperationsWorkforce PlanningCustomer RetentionData Analysis

Aegis

Senior Team Lead

May 2015 – Sep 2016 · 1 yr 4 mos · Kolkata

▪️Man Power planning & Seat Utilization & Roster panning for entire process
▪️Maintaining & Driving all accessibility metrics (Shrinkage Prediction, SL & AHT)
▪️Escalating all customer cases to client acting as a single touch point with client on real time customer & floor related issues
▪️Understanding the process capability and situation to address the issue

Serco

Team Lead

Oct 2012 – Oct 2014 · 2 yrs · Kolkata Area, India · On-site

▪️Monitoring team performance like Productivity, AHT, Quality, C-SAT, Contribution etc
▪️Checking the new updates in portal and providing briefing to the associates
▪️Escalating the pending cases to the client and following up till the resolution
▪️Auditing calls and giving feedback on daily basis to improve internal and external Quality.\

Tech mahindra

Senior Associate

Apr 2010 – Jul 2012 · 2 yrs 3 mos · Kolkata Area, India

▪️Handling the team totally in absence of the Team Leader
▪️Taking online request for making necessary changes in customers service(including service barring, number change, waiver passing etc)
▪️Taking online complaints regarding account related dispute and passing online waiver in proper cases
▪️Responsible for giving the ultimate solution of the critical problems of the customers online