Kishor Nanaware

FinTech Project Management: Experience in driving FinTech projects related to mobile banking apps, wallets, mobile money, API integration, payment systems, and internet payment gateways (IPG).

Team Leadership: Proficiency in leading and managing teams in various areas including machine learning (ML), Know Your Customer (KYC), finance, claims, customer service, audit, and payment settlements.

Operations Management: Skill in overseeing operations encompassing budgeting and people management.

Vendor Coordination: Ability to coordinate with vendors for digital services and application development.

Financial Operations: Understanding of financial processes, transactions, and settlements within the context of wallet operations.
Payment Systems: Familiarity with various payment systems, gateways, and technologies used in processing payments and transactions.
Risk Management: Ability to assess and manage operational risks related to fraud, security, and compliance in wallet operations.
Process Optimization: Skill in streamlining and optimizing operational processes to enhance efficiency and customer experience.
Data Analysis: Proficiency in analyzing transaction data and operational metrics to identify trends, patterns, and areas for improvement.
Regulatory Compliance: Knowledge of relevant financial regulations and compliance requirements within the fintech industry.
Customer Service: Understanding of customer service principles and the ability to ensure smooth customer interactions and issue resolution.
Problem Solving: Capacity to identify operational challenges and implement effective solutions.
Team Management: Ability to lead and manage teams responsible for various aspects of wallet operations.
Communication: Effective communication skills for coordination with cross-functional teams, stakeholders, and external partners.

• Developed, implemented and maintained a comprehensive system for managing operations processes.
• Collaborated with software developers to design, develop and deploy applications in production environment.
• Worked closely with IT teams on projects related to infrastructure upgrades or migrations.
• Analyzed server logs and identified potential errors that can impact the performance of applications in production environment.
• Maintained up-to-date documentation regarding all aspects of operations management.
• Conducted regular audits and reviews to identify areas needing improvement.
• Tracked project progress and provided timely updates to stakeholders.

• Issuing Responsibilities:
  
  Card Program Management: Manage end-to-end card program operations, including card issuance, activation, maintenance, and closure. Ensure compliance with card network rules and regulations for card issuance.
  Customer Support: Oversee customer service operations related to cardholders, addressing inquiries, disputes, and providing assistance for lost or stolen cards.
  Fraud Prevention and Risk Management: Implement strategies and technologies to detect and prevent fraudulent transactions and activities. Conduct risk assessments to identify potential vulnerabilities and develop mitigation plans.
  Regulatory Compliance: Ensure that card issuing operations adhere to relevant financial regulations, data protection laws, and industry standards. Stay updated on changing compliance requirements and ensure proper implementation.
  Cardholder Experience Enhancement: Implement strategies to enhance the overall cardholder experience, including personalization, rewards programs, and user-friendly features.
  Operational Efficiency: Continuously review and optimize operational processes to improve efficiency, reduce errors, and enhance service delivery.
  Vendor and Partner Management: Coordinate with card processors, payment networks, and other third-party partners to ensure smooth card issuance operations. Monitor vendor performance and manage relationships effectively
• 
  Acquiring Responsibilities:
  
  Merchant Onboarding and Relationship Management: Oversee the process of onboarding new merchants for payment acceptance services. Maintain positive relationships with merchants, addressing their inquiries and needs.
  Payment Gateway Operations: Manage the operations of payment gateways and processing platforms to ensure seamless payment acceptance.
  Transaction Processing: Oversee the processing of transactions, authorizations, settlements, and chargebacks in compliance with payment network rules.
  Risk Management for Acquiring: Implement risk management measures to identify and prevent fraudulent or unauthorized transactions on the merchant side.
  Settlements and Reconciliation: Ensure accurate and timely settlement of funds to merchants and reconcile transaction data with financial records.
  Reporting and Analytics: Generate and analyze reports on transaction volumes, trends, and performance metrics to inform decision-making.
  Technical Support: Coordinate technical support for merchants, assisting with any technical issues related to payment acceptance.
  Compliance and Security: Ensure compliance with payment security standards (PCI DSS) and other relevant regulations to protect payment data and prevent breaches.
  Operational Continuity: Develop and implement contingency plans to ensure continuous operations in case of disruptions or emergencies.
  Collaboration: Collaborate with cross-functional teams, including technology, compliance, sales, and marketing, to ensure smooth acquiring operations.

• Team Lead Position for Wallet Development and Support, Integration – KPI, API and IPG, Daily Operation and Settlement, Business Development and Promotion of Application
• Developed and implemented operational strategies to improve efficiency and reduce costs.
• Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
• Analyzed data to identify trends in production output, customer satisfaction levels and labor costs.
• Collaborated with cross-functional teams to develop process improvements that increased productivity.
• Advised senior leadership on potential changes or modifications needed for current processes and procedures.
• Conducted regular audits of systems and processes to detect any potential issues or risks.
• Motivated team members and devised strategies to improve workflow.
• Drafted budgets, kept financial reports and presented results to supervisors.

• 1. Chargeback (Dispute Resolution) Specialist:
  The Chargeback Specialist is responsible for managing and resolving chargeback disputes initiated by customers for unauthorized or disputed transactions. They analyze transaction details, communicate with customers and financial institutions, gather evidence, and prepare cases to defend against chargebacks. Their role aims to mitigate financial losses and ensure fair and accurate resolution of disputes, while also maintaining positive customer relationships.
  
  2. Voucher Processing Coordinator:
  The Voucher Processing Coordinator oversees the efficient processing and redemption of vouchers, coupons, or promotional offers. They ensure accuracy in voucher validation, track usage, and liaise with relevant departments to reconcile voucher-related transactions. Their role contributes to customer satisfaction, accurate financial reporting, and the successful implementation of marketing campaigns.
  
  3. Merchant Boarding & Vendor Management Specialist:
  The Merchant Boarding & Vendor Management Specialist is responsible for onboarding new merchants and managing relationships with existing ones. They facilitate the merchant application process, ensuring compliance with legal and regulatory requirements. Additionally, they maintain vendor relationships, negotiate terms, and oversee vendor performance to ensure seamless payment processing and mutual success.
  
  4. Merchant Services & Terminal Sharing Coordinator:
  The Merchant Services & Terminal Sharing Coordinator is tasked with facilitating the sharing of payment terminals among multiple merchants. They manage scheduling, maintenance, and technical support for shared terminals. Their role aims to optimize terminal utilization, reduce costs, and enhance operational efficiency for participating merchants.
  
  5. Training & Audit Manager:
  The Training & Audit Manager is accountable for developing training programs and materials for employees, ensuring they have the necessary skills and knowledge to perform their roles effectively. They also conduct regular audits to assess compliance with internal processes, regulations, and quality standards. By enhancing employee competence and maintaining operational integrity, they contribute to overall organizational success.

• Handling Customer Service - Disputes and Escalations