Akarsh Jain

• Led end-to-end program management across cross-functional teams in BFSI, Admin, and procurement sectors to implement strategic initiatives, process improvement, and digital transformation.
• Facilitated stakeholder meetings to gather requirements, align objectives, and resolve conflicts effectively.
• Defined and executed program roadmaps, aligning cross-functional project teams (IT, operations, finance, compliance, procurement) to business objectives.
• Analyze and understand stakeholder requirements to identify areas for improvement and optimize resource allocation.
• Directed risk assessments, audits, and quality assurance processes to ensure delivery excellence and regulatory compliance.
• Mentored program managers and cross-functional leads; implemented KPIs and OKRs for tracking performance and continuous improvement.

• Acted as the central point of coordination between internal teams and external partners to drive smooth onboarding, renewals, and business expansion.
• Managed partner onboarding workflows as structured case processes, ensuring timely resolution and SLA alignment.
• Proactively identified partner pain points, resolved escalations, and maintained case hygiene through thorough documentation and regular follow-ups.
• Resolved over 20+ partner escalations by proactively identifying process bottlenecks and improving documentation standards.
• Successfully onboarded over 20 partners from initial engagement to contract closure, reducing average onboarding time by 10%.

andled 2000+ onboarding and credit-related cases across TL Pay, BYJU's lending platform, using CRM tools: LMS, OMS, LeadSquared.

• Ensured SLA-compliant resolution of credit-related cases, including KYC processing, document validation and eligibility assessments, reducing resolution time by 35%.
• Delivered training and real-time mentoring to sales teams, enhancing their efficiency in addressing customer objections, completing onboarding cases and reducing documentation errors by 45%.
• Acted as escalation lead for unresolved financial onboarding issues, closing 95% of high-priority tickets within SLA.

• Supported backend operations for a mobile gaming platform by analyzing data patterns, user engagement, and support case trends.
• Coordinated with cross-functional teams to resolve system bugs and improve daily support interactions.
• Analyzed user data and engagement metrics to identify support trends, contributing to a 20% improvement in customer retention.
• Optimized daily workflows and documented process gaps to enhance user experience and reduce operational inefficiencies.

• Delivered technical support and resolved hardware/software issues in real-time, ensuring minimal service downtime.
• Led root cause analysis of recurring infrastructure issues and developed preventive strategies to support smooth internal operations.
• Created SQL scripts for backend data monitoring and collaborated on project requirement analysis and testing through the SDLC.