DEVBROTO MUKHERJEE
Summary
Customer Success & Operations professional with 8+ years of experience across fintech, supply chain finance, customer operations, stakeholder management, and business process optimization. Proven expertise in managing enterprise customer relationships, driving operational excellence, improving service delivery metrics, and leading cross-functional initiatives across fintech ecosystems. Experienced in dashboarding, SLA management, onboarding operations, process improvement, and collaboration with product, finance, and technology teams to enhance customer experience and operational efficiency.
Strong background in managing anchor ecosystems, customer onboarding journeys, operational workflows, reporting frameworks, and partner coordination within fast-paced fintech environments.
Overview
17
17
years of professional experience
Work History
(V.P)Sales & Operation Manager
Invoyz Financial Solution Pvt. Ltd
Gurgaon
2025.01 - 2026.04
- Managing strategic customer and anchor relationships across Supply Chain Finance and fintech ecosystems.
- Driving operational coordination between customer success, onboarding, product, credit, and technology teams for seamless customer experience.
- Monitoring customer onboarding timelines, operational turnaround times, and service delivery metrics.
- Collaborating with internal stakeholders to improve workflow efficiency and reduce operational bottlenecks.
- Supporting dashboard reporting and business MIS for leadership visibility on onboarding progress, customer engagement, and operational KPIs.
- Working closely with partner institutions and enterprise customers to ensure adherence to SLAs and operational commitments.
- Leading cross-functional coordination for issue resolution, customer escalations, and process improvements.
(A.V.P)Sales & Operation Manager
FinAGG Technologies Pvt. Ltd.
Noida
2022.03 - 2024.12
- Led enterprise customer engagement and onboarding operations for large anchor-led supply chain finance programs.
- Managed end-to-end coordination across sales, onboarding, operations, product, and credit teams to ensure smooth customer activation.
- Developed and tracked operational metrics including onboarding TAT, utilization, customer engagement, and service efficiency.
- Worked extensively with CRM systems, operational dashboards, and reporting tools to provide actionable insights to leadership.
- Partnered with technology and operations teams to streamline workflows and improve customer experience.
- Handled customer escalations and ensured timely resolution in line with defined service expectations.
- Supported process standardization initiatives across onboarding and customer servicing functions.
- Mentored junior team members and coordinated execution across internal operational stakeholders.
Hub Head - Sales & Operations (Regional Head)
SIS Prosegur
Gurgaon
2017.12 - 2022.03
- Led pan-state revenue growth and channel penetration strategy for electronic security & alarm monitoring solutions.
- Managed B2B enterprise clients, banks, corporates, and residential projects.
- Served as primary stakeholder for key accounts and escalations.
- Designed solution-based product plans, conducted client advisory, and closed large-ticket deals.
- Drove channel partner performance, sales mapping, and geographic expansion.
Deputy Manager - Sales & Banking Operations
American Express
Gurgaon
2016.01 - 2017.10
- Managed HNI portfolio, channel sales partners, and premium customer relationships.
- Specialized in unsecured & secured lending solutions, cross-sell & upsell banking products.
- Delivered high customer retention, acquisition, and revenue growth.
- Developed strong expertise in credit assessment, documentation, and compliance processes.
Key Account Partner
HiCare India Pvt. Ltd.
Gurgaon
2015.07 - 2016.01
- Managed dealer & distributor network relationships.
- Led contract renewals, upselling, cross-selling, and channel expansion.
- Controlled inventory & stock operations.
- Drove sales negotiations and strategic account growth.
Executive - Operations & Client Engagement
Kelly Services
Gurgaon
2014.10 - 2015.06
- Led enterprise workforce programs, leadership development & performance management.
- Improved service delivery frameworks and renewal management.
- Managed client escalations, operational SLAs, and engagement strategies.
Junior Executive - B2B Staffing & Operations
Manpower Group
India (Pan India Operations)
2012.01 - 2014.10
- Led B2B staffing solutions, project execution, and client acquisition.
- Managed PAN India hiring operations, training, and monthly performance reviews.
- Designed social media and digital marketing programs.
- Owned contract renewals, headcount planning, and business scaling.
CRM Analyst - GIS & Risk Mapping
HCL Technologies
Noida
2009.06 - 2010.07
- Delivered flood risk certification and loan collateral risk analysis using GIS tools.
- Used ArcGIS, MapInfo, Google Earth, Excel, and Java-based applications.
- Enabled accurate loan risk evaluation for banks & insurance companies.
Education
Senior Secondary (12th) -
Allambagh International School
2006
Secondary (10th) -
St. Ann's Day School
2004
MBA - International Business
Lloyds Business School
2012-01
BBA - International Business
Lucknow University
2009-01
Skills
- Customer Success Operations
- SLA Management & Process Optimization
- Dashboarding & MIS Reporting
- Customer Lifecycle Management
- CRM & Workflow Management
- Cross-functional Stakeholder Management
- Team Leadership & Operations Management
- Fintech & Supply Chain Finance Operations
- Business Analytics & KPI Tracking
- Escalation Management
- Customer Onboarding & Adoption
- Process Automation & Operational Excellence
- Forecasting & Operational Planning
- RevOps & Customer Operations Collaboration
Timeline
(V.P)Sales & Operation Manager
Invoyz Financial Solution Pvt. Ltd
2025.01 - 2026.04
(A.V.P)Sales & Operation Manager
FinAGG Technologies Pvt. Ltd.
2022.03 - 2024.12
Hub Head - Sales & Operations (Regional Head)
SIS Prosegur
2017.12 - 2022.03
Deputy Manager - Sales & Banking Operations
American Express
2016.01 - 2017.10
Key Account Partner
HiCare India Pvt. Ltd.
2015.07 - 2016.01
Executive - Operations & Client Engagement
Kelly Services
2014.10 - 2015.06
Junior Executive - B2B Staffing & Operations
Manpower Group
2012.01 - 2014.10
CRM Analyst - GIS & Risk Mapping
HCL Technologies
2009.06 - 2010.07
Senior Secondary (12th) -
Allambagh International School
Secondary (10th) -
St. Ann's Day School
MBA - International Business
Lloyds Business School
BBA - International Business
Lucknow University