Hemant H.

Operations Associate

Noida, Uttar Pradesh, India8 yrs 4 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 5 years of experience in Fintech operations.
Expert in managing complex payment issues.
Proven track record in team leadership and process improvement.

Stackforce AI infers this person is a Fintech Operations Manager with expertise in payment processing and team leadership.

Contact

Skills

Core Skills

Operations ManagementPayment OperationsTeam LeadershipMerchant SupportLead Generation

Other Skills

Process ImprovementStakeholder ManagementSLA GovernanceMerchant ExperienceData-Driven Decision MakingSLA ManagementCRM ToolsProblem SolvingTroubleshootingCustomer Relationship ManagementClient CommunicationAnalytical SkillsCloud StorageE-CommerceGroup Decision-Making

About

Operations Manager with 5+ years of experience in the Fintech and Technology industry, currently working at Paytm. I specialize in payment operations, team management, and resolving complex merchant and enterprise payment issues. Skilled in developing strategic roadmaps, fostering innovation, and driving sustainable business growth.

Experience

8 yrs 4 mos

Total Experience

4 yrs 2 mos

Average Tenure

6 yrs 6 mos

Current Experience

Paytm

3 roles

Assistant Manager

Promoted

Jul 2024 – Present · 1 yr 10 mos · On-site

Managed overall payment operations, ensuring seamless processing of merchant transactions, settlements, and reconciliation activities.
Led multiple teams including team leads and operations associates to achieve operational targets and maintain service excellence.
Defined and monitored key operational KPIs and SLAs, implementing strategies to improve efficiency and reduce resolution turnaround time.
Oversaw complex merchant escalations and ensured effective resolution of payment failures, settlement discrepancies, and system-related issues.
Collaborated with senior stakeholders across Risk, Compliance, Product, and Technology teams to optimize operational workflows.
Identified process gaps and implemented automation or operational improvements to enhance productivity and scalability.
Reviewed operational reports and dashboards to drive data-based decision making and performance improvement initiatives.
Focused on strengthening merchant experience by improving service quality, operational stability, and support processes.
Skills: Operations Management · Team Leadership · Payment Operations · Process Improvement · Stakeholder Management · SLA Governance · Merchant Experience · Data-Driven Decision Making

Operations ManagementTeam LeadershipPayment OperationsProcess ImprovementStakeholder ManagementSLA Governance+2

Team Lead

Promoted

Apr 2022 – Jun 2024 · 2 yrs 2 mos · On-site

Led a team of operations associates managing merchant support for payment processing, settlements, refunds, and transaction-related issues.
Monitored team performance and ensured SLA adherence while maintaining high service quality and resolution efficiency.
Handled complex merchant escalations involving payment failures, settlement discrepancies, and account configuration issues.
Collaborated with internal teams including Risk, Compliance, Product, and Technical Support to resolve operational challenges.
Conducted team training, mentoring, and performance reviews to improve productivity and service standards.
Analyzed operational data and reports to identify trends, reduce recurring issues, and improve processes.
Ensured accurate case logging, tracking, and resolution through CRM and helpdesk tools.
Focused on improving merchant satisfaction by reducing turnaround time and enhancing support quality.
Skills: Team Leadership · Payment Operations · Merchant Support · SLA Management · Process Improvement · CRM Tools · Stakeholder Management · Problem Solving

Team LeadershipPayment OperationsMerchant SupportSLA ManagementProcess ImprovementCRM Tools+2

Associate

Oct 2019 – Mar 2022 · 2 yrs 5 mos · On-site

Managed merchant queries related to payment processing, refunds, settlements, and account configurations through email and phone support.
Investigated and resolved transaction failures, settlement delays, and reconciliation discrepancies to ensure smooth payment operations.
Provided clear guidance to merchants on product features, troubleshooting steps, and operational processes.
Escalated complex technical or compliance-related issues to risk, product, and technical teams for timely resolution.
Collaborated with internal departments including Risk, Compliance, and Tech Support to address merchant concerns efficiently.
Ensured high customer satisfaction by delivering prompt and accurate resolutions to merchant issues.
Logged, tracked, and managed support tickets using CRM/helpdesk tools while maintaining accurate case documentation.
Participated in training sessions to stay updated on payment products, operational processes, and system enhancements.
Skills: Payment Operations · Merchant Support · Troubleshooting · CRM Tools · Customer Relationship Management · Client Communication · Problem Solving

Payment OperationsMerchant SupportTroubleshootingCRM ToolsCustomer Relationship ManagementClient Communication+1

Think software services fz llc

Inside Sales Executive

Jul 2017 – May 2019 · 1 yr 10 mos · Noida, Uttar Pradesh, India · On-site

Conducted market research to identify potential sales opportunities and understand customer needs.
Generated leads through cold calling, networking, social media, and Google Maps outreach.
Scheduled and conducted meetings with prospective clients to present solutions and close sales opportunities.
Managed the end-to-end sales cycle including lead qualification, negotiation, and deal closure.
Prepared sales reports, invoices, and performance analysis for management review.
Handled customer queries and complaints while ensuring high levels of customer satisfaction.
Collected client feedback and coordinated with internal teams to improve services and processes.
Maintained accurate customer records and sales data in CRM and Excel databases.
Tools: Excel, Salesforce CRM, Outlook, PowerPoint

Lead GenerationAnalytical Skills