Hi, I’m
BRIJESH PATHAK
Thane,Maharashtra
Summary
Over 24 years of experience in Card Operations and Process Management, specializing in Issuing and Acquiring Business Operations. Proficient in managing and leading teams to ensure successful process operations, with extensive experience in developing procedures and service standards for business excellence. A results-oriented leader with proven expertise in establishing new units and processes, achieving targets, conducting system user acceptance tests, and performing quality analysis. A proactive planner with a talent for adopting emerging trends and addressing industry requirements to meet organizational objectives and profitability goals. Demonstrated skills in team supervision and relationship management, with exceptional communication abilities to engage across organizational levels and achieve targets. Currently serving as Senior Director of Operations at Fiserv, with comprehensive knowledge in Process Management, System Migration, and Scheme-related requirements. Extensive background in navigating complex and challenging environments, with a proven ability to represent the company to customers and channel partners. Exceptionally well-organized, with a track record of self-motivation, creativity, and initiative to achieve both personal and corporate goals. Integral member of the core team responsible for engaging with prospective clients for new business opportunities
Overview
23
years of professional experience
1
Certification
Work History
Fiserv
Senior Director of Operations
07.2019 - Current
Job overview
- Oversee merchant funding process, manage chargeback processes, handle clearing and settlement with schemes, ensure compliance with audits and controls, manage issuing and acquiring projects, coordinate with Visa, MasterCard, and RuPay (NPCI) for scheme-related changes, responsible for GL, UPI, and scheme fee reconciliation, review collections strategy, collaborate with Technology and Finance teams
- Oversaw day-to-day production activities in accordance with business objectives.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Monitored budget and utilized operational resources.
- Defined, implemented, and revised operational policies and guidelines.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Mentored and coached team members to foster productive and engaging work environment.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Established and monitored quality assurance standards to achieve operational excellence.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Assisted in recruiting, hiring and training of team members.
First Data India Ltd.
Director of Operations
04.2010 - 04.2010
Job overview
- Managed chargeback operations, clearing and settlement, merchant payment and statement, reconciliation, audit and control, and operations project units, reconciled settlement and scheme fees, reviewed collections strategy, monitored legal proceedings, conducted training, coordinated with Technology team, monitored monthly close process, ensured consistency in policies and procedures, supported budgeting exercises, coordinated and supported audits
- Oversaw day-to-day production activities in accordance with business objectives.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Defined, implemented, and revised operational policies and guidelines.
- Monitored budget and utilized operational resources.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Reduced operational risks while organizing data to forecast performance trends.
ICICI Bank Ltd.
Manager of Operations
09.2004 - 04.2010
Job overview
- Processed customer disputes, handled chargebacks and retrieval requests, managed compliance and audits, reconciled chargeback suspense account, assisted various teams in handling escalated cases, filed arbitration and compliance cases, managed interchange settlement, tracked data elements, prepared and submitted reports
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
BobCards Ltd.
Officer
06.2001 - 08.2004
Job overview
- Processed payments, ensured clearing of payments, monitored charges, managed voice authorization process, coordinated with issuers/acquirers, handled queries, facilitated emergency cash disbursement
- Evaluated customer needs and feedback to drive product and service improvements.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Devised and implemented processes and procedures to streamline operations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Education
IIM LucknowLucknow, India
GMPE from Business Management
VBSPU, UPUttar Pradesh
Master of Business Administration
06.1999
Mahatma Gandhi Kashi Vidyapeeth, Varanasi UPVaranasi, India
Master of Commerce
06.1997
Kashi Vidyapeeth, Varanasi UPVaranasi, India
Bachelor of Commerce
06.1994
Skills
- Issuing and Acquiring Operations
- Scheme Management
- Audit & Control
- Reconciliation
- Projects & Automation
- Digital Orientation
- Team Leadership & Quality
- Strategic Leadership & Team Building
- Shared Service Setup
- Training, Coaching & Mentoring
- Business Process Review & Engineering
- Vendor Management
Certification
- Visa Chargeback workshop
- Visa Operations workshop
- MasterCard Dispute Resolution Workshop
- MChip (EMV) Training workshop
- Six Sigma Black Belt
- Design Thinking
- Digital Payment Catalyst
Majoraccomplishments
- Pioneered and implemented the highly profitable International Airline Program (IAP) and Global Acquiring Program (GAP) in India.
- Supervised the ISO certification process as a Management Representative.
- Established new BIN and ICA with Visa and MasterCard to support system migration.
- Contributed to the First-Data core team in designing profitability matrices to determine the Merchant Service Fee (MSF) rate for merchants.
- Conceptualized and implemented surcharge collection with various issuers for Maestro cards at petrol merchant outlets, resulting in annual savings of approximately INR 20 million for ICICI Bank.
- Received the I-Special award in 2007-08, presented by Mr. K V Kamath, CEO of ICICI Bank.
- Played a pivotal role in reconciling old entries and setting up chargeback and reconciliation operations for ICICI Bank, United Kingdom.
- Played a major role in the system migration from Vision Plus to Prime (CTL).
- Developed an e-learning module for chargeback and interchange & settlement for ICICI Bank.
- Part of the migration team managing the transition from CTL to the OmniPay platform.
- Worked on multiple issuing projects for IndusInd Bank and Bandhan Bank.
Projects
Access Vs Actual Interchange IndusInd Bank Go-Live ISO 2008:2015 Compliant FDMS Migration mVisa Implementation IMS Migration from CTL to Omnipay Tab Boarding Regulatory Compliant Implementation Reliance Go-Live Amex on IMS Terminal IDFC Go-Live End to End Recon UPI and Wallet GST Implementation
Timeline
Senior Director of Operations
Fiserv
07.2019 - Current
Director of Operations
First Data India Ltd.
04.2010 - 04.2010
Manager of Operations
ICICI Bank Ltd.
09.2004 - 04.2010
Officer
BobCards Ltd.
06.2001 - 08.2004
IIM Lucknow
GMPE from Business Management
VBSPU, UP
Master of Business Administration
Mahatma Gandhi Kashi Vidyapeeth, Varanasi UP
Master of Commerce
Kashi Vidyapeeth, Varanasi UP
Bachelor of Commerce
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