Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic

Chirag Malhotra

Bangalore

Summary

Customer Experience & Operations leader with proven success in scaling high-impact service functions, driving end-to-end customer lifecycle excellence, and leading cross-functional teams.


Delivered measurable outcomes including improved NPS scores, streamlined onboarding and activation, optimized collections.


Overview

12
12
years of professional experience
2
2
Certification

Work History

Lead Business Analyst/CSM

Iris Software Inc
11.2021 - Current
  • Led the end-to-end customer experience lifecycle for a strategic SAP SuccessFactors implementation across Core HR, Performance & Goals, and Learning Management, ensuring excellence across touch points from the first product demo to steady-state operations.
  • Owned key success metrics including Revenue, Retention, and Platform Uptime, and driving a 94% user adoption rate within 3 months of go-live.
  • Delivered the ₹1.2 Cr (~$145,000) project within 5% of budget and on schedule, while ensuring
  • Achieved a +42 Net Promoter Score (NPS) and a 23% increase in employee onboarding efficiency, with a 15% reduction in HR operational effort, generating ₹18 Lakhs (~$22,000) in annual client cost savings.
  • Contributed to a 65% YoY increase in client-side platform usage and service value, and secured a 2-year post-implementation support contract worth ₹30 Lakhs (~$36,000).
  • Led and scaled a cross-functional team of 45+ resources, including consultants, trainers, support engineers, and QA analysts, across onsite and remote locations.
  • Established a robust preventive maintenance and ticket resolution framework, addressing issues well within SLA, and introducing periodic system upgrades and change requests.
  • Executed standardized training and re-training programs for all end-users and HR staff, ensuring alignment with business KPIs and change readiness.
  • Oversaw collections and billing operations linked to service delivery, maintaining a healthy DSO and driving renewal efficiency for ongoing client contracts.
  • Served as the bridge between business, tech, and vendor partners, capturing user feedback and translating it into product enhancements and service improvements.

Product & Regulatory Operations (Customer Success & Compliance Programs)

Societe Generale Global Solution Centre
06.2019 - 11.2021
  • Led cross-functional customer success and product operations across highly regulated SaaS platforms, ensuring compliance, platform uptime, and client satisfaction across enterprise deployments.
  • Oversaw end-to-end business requirement gathering, translation to technical specs, and agile lifecycle delivery across engineering and field support teams.
  • Drove customer retention strategies, achieving
  • Acted as Scrum Master for multiple product teams, facilitating agile execution and stakeholder collaboration across architecture, compliance, operations, and collections.
  • Led the Training & Activation program for all product rollouts, including pilot demos full deployments, and repeat training for client operations teams.
  • Developed and maintained a product compliance roadmap, ensuring successful end-to-end implementation of GDPR, MiFID II, FINMA, Dodd-Frank, etc., with operational controls embedded into the platform.
  • Owned workshop-level coordination for QA, spares management, refurbishment, and engineering readiness prior to customer delivery.
  • Played a pivotal role in creating and executing go-to-market strategies, including product feasibility reports (Go/No-Go) and competitive benchmarking for service differentiation.
  • Led multi-department operations coordination (FO, MO, OPEX).
  • Drove engagement with technical partners, synthesizing field feedback to improve platform robustness.

Associate Consultant

Mindtree Ltd
05.2016 - 06.2019
  • Spearheaded end-to-end operations analysis and optimization across client onboarding, platform deployment, and support functions — delivering measurable improvements in retention, revenue realization, and service continuity.
  • Collaborated with internal and external stakeholders to map ‘As-Is’ and define ‘To-Be’ operational processes, enhancing service delivery models and reducing process friction.
  • Played a central role in requirements gathering, solution design, and gap analysis across B2B partner integrations, ensuring seamless functional rollout and minimal downtime.
  • Led functional testing, configuration, and deployment of a SWIFT-integrated cross-border FOREX platform, including support for internal settlements and compliance controls.
  • Facilitated stakeholder workshops, walk \throughs, and demos to ensure alignment on platform capabilities, driving conversion and successful product onboarding.
  • Partnered with the collections team to streamline customer data flows for the Equifax credit bureau integration.
  • Developed FRDs/BRDs for internal and partner systems, coordinating with engineering, QA, and ops teams to ensure timely releases and compliance with SLAs.
  • Enabled cross-functional engagement across Product, Ops, Tech, and Client Services, playing the role of operational bridge and process owner.

Market Analyst

Futures First
07.2013 - 11.2013
  • As a Derivatives Trader was involved with trading the Brent Crude Futures on ICE (Intercontinental Exchange).
  • Undertake extensive research of the fundamentals driving the oil and distillates markets around the globe.
  • In depth understanding of the upstream and downstream industries in the Energy Sector.
  • Extensive use of technical indicators using Reuters and Bloomberg Terminals.
  • Prepare and disseminate timely and accurate financial information to allow the business to plan, forecast, and make decisions using controlled, consistent data.
  • Prepared technical analysis/research reports for higher management.
  • Built positions based on technical indicators & price volume patterns using Bloomberg & Reuters.
  • Studied US macro-economic data such as nonfarm payroll, GDP,& oil inventory.
  • Formulated trading strategies for maximising profits using calendar spreads and seasonality.

Senior Systems Engineer

Infosys ltd
03.2011 - 07.2013
  • Business Associate Consultant.
  • Product & Service Catalogue Management - Concept Development, Design and Implementation.
  • End to End Design Implementation of Complex Telecommunication Products & Services.
  • Stakeholder management, client facilitation.
  • Management and coordination between the upstream and downstream applications.
  • Conduct scenario analysis to document business rules that govern the pass/fail criteria.
  • Requirement gathering and functional use case mapping.

Education

MBA - General Management

Xaviers Institute Of Management
01.2016

B.E - Mechanical Engineering

Sir M Visveswaraya Institute Of Technology
01.2010

Skills

  • Salesforce
  • Conflict Resolution
  • Stakeholder engagement
  • MS Office Suite
  • Confluence
  • Gainsight

Certification

  • Cisco Customer Success Manager (CSM) Specialist Certification, 2026
  • CFA(Chartered Financial Analyst) Level 1

Personal Information

Gender: Male

Timeline

Lead Business Analyst/CSM

Iris Software Inc
11.2021 - Current

Product & Regulatory Operations (Customer Success & Compliance Programs)

Societe Generale Global Solution Centre
06.2019 - 11.2021

Associate Consultant

Mindtree Ltd
05.2016 - 06.2019

Market Analyst

Futures First
07.2013 - 11.2013

Senior Systems Engineer

Infosys ltd
03.2011 - 07.2013

B.E - Mechanical Engineering

Sir M Visveswaraya Institute Of Technology

MBA - General Management

Xaviers Institute Of Management

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Chirag Malhotra