Hridayesh Arora

As Assistant General Manager at Airpay Payment Services, I lead and scale a diverse portfolio of financial inclusion products within the Vyaapaar business and oversee digital offerings across Airpay Money and Airpay Capital. My responsibilities include driving product strategy, roadmap development, and market expansion for B2B/B2C solutions. My focus includes enhancing customer experience, ensuring compliance, and optimizing for efficiency and revenue growth.

• Spearheaded CKYC development from scratch, enhancing compliance and onboarding for 600K+ merchant
• Designed a complete new Re-KYC module for 150k+ merchants within the vyaapaar product, ensuring regulatory compliance needs.
• Optimized the vyaapaar Cash management system (CMS), improving operational efficiency and driving a GTV of 500 Crore INR on monthly basis.
• Launched every-day Travel/Hotel bookings as a new revenue stream, diversifying product offerings.
• For Airpay Capital, designed and implemented a LMS and LOS at the pilot stage, establishing the foundation for the Lending Business.
• Led the Airpay Money product, By launching and managing investment offerings including Mutual Funds, Fixed Deposits, and US Stocks for 1L+ active users base.
• Optimized key financial inclusion product journeys-DMT, AEPS to enhance compliance needs, crossing a monthly GTV of over ₹700 Crore INR.
• Led Products integration like Insurance, ONDC (Buyer,Seller & Financial), BBPS & Recharges, Nepal money transfer etc for various products in the Airpay umbrella.
• Leading a team of 9 Product managers across three business verticals.

I am responsible for CASA & Digital banking from a Product standpoint. This includes Product defining, internal stakeholder management, Customer experience and Product marketing. In Digital banking I take care of B2B & B2C products which are defined and developed as per business requirement or needs.

• Led cross-functional teams to develop and launch innovative payment solutions aligned with market trends.
• Streamlined product development processes, enhancing collaboration between engineering, design, and marketing teams.
• Have helped in optimizing the CASA product within NSDL and for various partners of NSDL.
• Have designed & implemented the flow of Sole Proprietor &Minor Account opening for NSDL.
• Have designed & implemented the flow for cash deposit & Cash withdrawal for NSDL.
• Have defined the common flow for customer onboarding for products like CASA, DMT, Prepaid cards.
• Have designed the flow of re-opening of closed account & Instant Debit Card Kit for CASA product.
• Planned Marketing campaigns for NSDL product offering with partners and internal to NSDL.
• Coordinated with internal stakeholder like risk, compliance, legal, finance & technology for smooth running of the CASA & Digital bank products. (BC App, Assisted App, web account opening & Jiffy App)
• Lead a team of 7 members which consist of 2 product managers & 5 Quality assurance staff.

I am responsible for the product life cycle of BNPL (Buy now pay later). This includes Product defining, internal stakeholder management, Customer experience and Product marketing. Also working on having a common Onboarding for a customer.

• Have helped in setting up the BNPL product (LOS & LMS) for various partners of Axis.
• Have designed the flow of BNPL for various merchants based on the product construct. (Loan/Credit card/OD)
• Have tried to ease the customer onboarding and transaction for the BNPL product.
• Planned Marketing campaigns for BNPL product offering with partners and internal to axis.
• Coordinated with internal stakeholder like risk, compliance, policy & technology for smooth running of the BNPL product.
• Have designed an Onboarding flow where no manual intervention would be needed unless the cutoff is below the benchmark. This is done by using Machine Learning & Artificial intelligence.

I am responsible for customer/merchant lifecycle & Business/marketing operations for Saving & Current Account, tap & pay, account aggregator & transit and ticketing platform at Jio. This includes handling Products like Saving Account (VKYC), Current Account (Sole prop), bus/flight ticketing, hotel booking, toll recharges, metro & e-challan payments.

• Have set up a VKYC process for opening a savings account through the Bank Application on MyJio.
• Have designed the Joint on-boarding of merchants where we open a merchant account along with offering them a current account. (Current account +Jio Mart business)
• Mentored Instore setup & training the team of Jio Payment bank within Reliance Smart Point retail store.
• Have conducted Training on customer/merchant products related to CASA, Tap n Pay & Transit use cases.
• Set up the Business & marketing operation for Tap & Pay & transit & travel business.
• Have ideated & completed POC for TAP & PAY in travel & transit use cases and defined the workflow from product point of view.
• Coordinated with internal stakeholders for Product release & timely improvement in a product life cycle.
• Reviewed Timely reports and conducted analysis on the customer behavior for products like CASA, Tap & Pay & Transit booking & Recharge.
• Improved Customer Satisfaction Index to 88% from 80% by closely monitoring customer interactions & collaborating with internal stakeholders (consumer ops, product, business & tech).
• Reduced TAT by 70% for merchant on-boarding & activation effort via process improvements.
• Improved CTR by 33% (~2% from 1.5%) by planning and executing promotional campaigns.
• Drove digital adoption by ~ 25% MoM through marketing campaigns to transform consumer habits.
• Have on-boarded merchant and provided various payment mode options (UPI, Net Banking, Credit/Debit card and wallet) for collection of services rendered. Also worked on the customer experience of each mode payment.
• Saved Upto INR 5M by setting up in-house end to end customer service & call center ecosystem.
• Led a team of 25 people of on-field supervisors to undertake market studies, drive promotional campaigns & educate the merchants & customers about product features to drive digital adoption.
• Jio Financial Services

• Increased Customer Satisfaction Index from 60% to 84% by performing thorough gap analysis and working closely with stakeholders to launch innovative food promotion campaigns.
• Supervised a team of 10 supervisors & 60 staff members to create an SOP for the F&B department.
• Led the F&B team in decision making, designed various food promotion & overlooked daily Operation.
• Assisted the General manger in all business operation & forecast for the Hotel.