Summary
Work History
Education
Skills
Accomplishments
Quote
Timeline
CustomerServiceRepresentative

JAGMOHAN AGGARWAL

AGM @ Paytm Payments Services Limited
New Delhi

Summary

  • Self Driven and Forward thinking business professional with 15 years of rich experience in Fintech, E-commerce and Power industry with proven leadership across functions i.e. Merchant Onboarding, Risk Management, Banking Relationships, Law Enforcement Handling, Digital Cataloguing, Seller & Customer Support, Business Strategy
  • Great business leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
  • Collaborative leader with demonstrated record of managing complex multidimensional projects in Start-up environment. Dedicated to promote engaged, energetic and empowering work culture.

Work History

Assistant General Manager

Paytm Payments Services Limited
New Delhi
10.2022 - Current
  • Leading merchants' ecosystem for Paytm Payments Services Limited (Payments Arm of One97 Communications Limited) including Onboarding, Support Operations, Profile changes, Fraud reports
  • Responsible for delightful merchant experience at Paytm; Designing Policy framework, Fraud reporting and mitigation; Improving merchant life cycle and cost optimization
  • Improved the productivity by >40% with implementation of multiple operational effectiveness initiatives
  • Cost per merchant onboarding was improved by >60% with Strategic partnerships and Building better products
  • Developed new LEA taskforce and secured multiple appreciations and awards from LEA Authorities (ED, SFIO, Police Heads, MHA) for job excellence
  • Reduced risk exposure and FTS (Fraud to sales) ratio by implementing the policy frameworks and enhanced Governance control

Senior Manager

Paytm Payments Services Limited
New Delhi
04.2021 - 08.2022
  • Led the Onboarding operations for Payment Gateway/ Mini-Apps / Payout and ONUS business
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Implemented and developed operational standards, policies and procedures.
  • Maintained knowledge of industry regulations and legislation to amend policies and promote compliance.
  • Automated lot of manual checks and Reduced process gaps to achieve optimal productivity.

Operations Manager

One97 Communications Limited
New Delhi
04.2018 - 03.2021
  • Headed the Pre-onboarding Risk assessment and Banking Operations for Payment Gateway merchants
  • Improved merchant onboarding funnel by >40% using few strategic initiatives with lowest risk exposure
  • Improvement in cards’ transaction success rate by >4% by implementation of different routing logics
  • Integrated multiple banks’ gateways for cost optimization and zero downtime for Payment Gateway merchants

Team Lead/Assistant Manager - Operations

One97 Communications Limited
New Delhi
06.2015 - 03.2018
  • Headed a team size of 50+ people for Payment Services and Digital Catalog operations
  • Lead the efforts to ensure SOP implementation (Team training, Calibrations, Quality Audits, Feedback loop)
  • Liaison with key stakeholders such as Legal, Compliance, Product, Tech, Risk, Partner Banks, Partners & Alliances and Business teams to develop strong partnerships and eliminate roadblocks among all
  • Effectively controlled the Risk exposure to minimum possible with best onboarding success rates
  • Launched the catalog score thus improving the catalog quality

Senior Executive

Flipkart Internet Private Limited, Aegis
Gurugram
06.2014 - 06.2015
  • Handled Escalation specialist role in Customer Service Team of Flipkart with team size of 15 members
  • Accountable for highest OCR rate (on call resolution), Process training and reporting the various Quality parameters of service team
  • Handling escalation desk for top level (3rd /4th level) escalations to provide On Call Resolution (OCR) with strong decision making skills
  • Understanding the customer complaints & resolving the customer issues at earliest with best possible resolution making customer experience delightful
  • Analytics and reporting to higher management for various business parameters i.e Calls Landed, Answered, Average waiting, Dropped, ACW, Hold, ACHT and Quality etc
  • Providing On job training and conducting refresher training for existing team members for Improvement
  • Live Call Audits for the team members to improve their quality and enhance their productivity in real time

Deputy Project Manager

KLG Systel Limited
Gurugram
07.2010 - 12.2013
  • Accountable for managing the timely execution and delivery of critical EPC power projects awarded by Government Electricity Boards across different locations on turnkey basis
  • Successfully executed and handled projects worth more than INR 65 Crores in 2 years
  • Independently handled construction of 13 new 33/11 Kv substations, 2114 tube well connections, warranty issues of tube well connections, operation and maintenance of 15 no 33/11 KV substations, LVDS and Feeder segregation works awarded against bid no B -125, B- 144, DZ -7/8 and FS 39 respectively by UHBVN and DHBVN
  • Responsible for cost analysis, budget allocation of all ongoing projects across different states
  • Planning and Managing resources for different projects i.e Men, Material, Machines, Vendors
  • Responsible for sharing monthly financial and technical updates to General Manager/ Director Projects
  • To attend the highly sensitive & commercial meetings with Government clients up to Director level
  • Writing detailed and summarized project progress reports for top Management at different intervals
  • Identifying, tracking and processing any contract variations against the detailed project plans
  • Ensure the timely procurement and delivery of material at site and strictly as per the Tender specifications
  • Regular visit of different project sites for ensuring quality, safety and schedule as per Pert chart
  • Develop & Maintain stronger business relationships with client
  • Liaison with the Government authorities for necessary clearances like Electrical Inspectors, Forest department, Municipal authorities, Irrigation, Railway authorities etc.

Project In-charge

Yamuna Power & Infrastructure Limited
Chandigarh
07.2009 - 07.2010
  • Accountable for managing the erection and commissioning of substations as per the schedule and involved during entire lifecycle of the project i.e Straight from concept level to the final bill collection
  • Responsible for handling the projects worth around INR 16.0 Crores independently
  • Handled 2 new 33/11 Kv substations and augmentation of 8 substations awarded by UHBVN against bids B 113 and B 193 respectively
  • Accountable for safe and quality execution of site work against planned time schedule
  • To lead the team with motivation for better efficiency of man and material and co-ordination between teams
  • Develop & maintain stronger business relationships with client
  • Submission of weekly project progress reports to Top Management and the client
  • Inspection of the material delivered at site to exactly match the Tender specifications
  • Monitoring actual expenditure, timeline and revenue collection against planned schedule

Project Site Engineer

A2Z Maintenance & Engineering Services Limited
Gurugram
07.2007 - 06.2009
  • Installed 11 Kv (55 No) rural supply feeders including 200 distribution transformers safely and efficiently
  • Responsibly and timely supplied material, tools and safety equipment at the site
  • Regular submission of weekly/ monthly project progress reports to Project manager
  • Executed safe and quality execution of site work within timeline

Education

MBA - Finance And Marketing

Sikkim Manipal University
New Delhi
01.2008 - 01.2010

B Tech - Electrical Engineering

Maharshi Dayanand University
Rohtak Haryana
07.2003 - 06.2007

Skills

Scalable Solution Designing

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Accomplishments

  • Seamless onboarding for 2M Payment gateway/ EDC/ Mini App merchants over last 4 years
  • Improved merchant onboarding funnel by >30% YoY using few strategic initiatives with lowest risk exposure
  • Integrated multiple banks’ gateways for cost optimization and zero downtime for our merchants with different routing logics
  • Fastest onboarding of 15K offline stores (In-stores purchase) across country within 4 months in 2018 for One97 O2O business
  • Process efficiency improved by ~ 22% in merchant cataloguing with process automations in 2017-2018
  • Effective savings of INR 13 Crore during 2016-2017 by blocking revenue leakage at different points
  • Awarded with “Legends of the year 2016” “Rock-star” “Leader Board” for excellent management practices at One97 and PPSL
  • Achieved the target Seller Survey Score of 70% with maximized First Time Resolution to 84% for One97 Commerce Business
  • Timely delivery of EPC projects i.e 13 Nos New 33/11 Kv substations and 2114 no. new Tube-well connections worth INR 65 Crores at M/s KLG Systel Ltd
  • Achieved Zero accidents target during Operation and Maintenance of 13 Nos Substations round the clock for 2 years from date of commissioning as per contract
  • Achieved successful augmentation of 9 No. 33 Kv Substations within 5 months at M/s Yamuna Power Limited
  • Achieved a 99.64 percentile in MAT Examination in May 2007

Quote

If you can’t feed a team with two pizzas, it’s too large
Jeff Bezos

Timeline

Assistant General Manager

Paytm Payments Services Limited
10.2022 - Current

Senior Manager

Paytm Payments Services Limited
04.2021 - 08.2022

Operations Manager

One97 Communications Limited
04.2018 - 03.2021

Team Lead/Assistant Manager - Operations

One97 Communications Limited
06.2015 - 03.2018

Senior Executive

Flipkart Internet Private Limited, Aegis
06.2014 - 06.2015

Deputy Project Manager

KLG Systel Limited
07.2010 - 12.2013

Project In-charge

Yamuna Power & Infrastructure Limited
07.2009 - 07.2010

MBA - Finance And Marketing

Sikkim Manipal University
01.2008 - 01.2010

Project Site Engineer

A2Z Maintenance & Engineering Services Limited
07.2007 - 06.2009

B Tech - Electrical Engineering

Maharshi Dayanand University
07.2003 - 06.2007

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JAGMOHAN AGGARWALAGM @ Paytm Payments Services Limited