Maulik Patel
Bangalore
Summary
Dynamic payments leader with a proven track record at Gameskraft, driving operational efficiency and enhancing customer experience. Expert in payments strategy and stakeholder engagement, successfully reducing payment failures and improving retention. Skilled in forging strategic partnerships, I consistently deliver impactful results in high-stakes environments.
Overview
16
16
years of professional experience
Work History
Director - Payments Partnerships, KYC Ops & Live Ops
Gameskraft
12.2024 - Current
- Led Payments, KYC & Live Ops programs across domestic & international markets, focusing on CX improvements and operational efficiency.
- Designed initiatives to identify customer pain points and reduce payment failures, lowering escalations and improving retention.
- Partnered with ICICI, Yes Bank, 5 PAs, fintechs (Idfy, Hyperverge, Digio), and NPCI to strengthen compliance and reliability.
- Negotiated offers & cashback programs with PhonePe and Paytm to improve trust and user retention.
- Owned 'Tenet' payments platform, processing 20M+ monthly transactions (₹1,500 Cr+), tracking P&L and CX metrics for founders/CEO.
- Drove LATAM entry by building a payments & KYC platform in Brazil, improving success rates from 70% → 86%.
- Acted as nominated representative with Department of Revenue (FATF) and NPCI for industry advocacy.
Director - Payments
Groww
08.2022 - 09.2024
- Owned P&L for GrowwPay, scaling end-to-end payment services from 0-to-1 while embedding customer-centric KPIs.
- Partnered with Product, Finance, and CS teams to analyze escalations and reduce service costs through CX improvements.
- Developed and presented a 5-year AOP & P&L roadmap to founders, aligning with topline growth and CX.
- Managed 50M+ monthly transactions across UPI, AutoPay, e-NACH, and cards; improved success rates by 4%.
- Forged partnerships with banks/networks to expand recurring payments and support new product launches.
- Delivered industry-first CX initiatives: UPI Autopay for mutual funds (BSE Star MF) and UPI ASBA for stock investments.
DVP - PG Acquiring Product
Axis Bank
09.2021 - 08.2022
- Program managed Axis Bank's in-house PG product, delivering CX improvements for enterprise clients.
- Built alliances with Visa, Mastercard, RuPay, Cybersource, MPGS to drive acquiring and compliance initiatives.
- Implemented India's first card-on-file tokenization with networks, ensuring RBI compliance and reducing disruptions.
- Reduced enterprise client cost-to-serve by 25% through PG redesign.
- Owned P&L for acquiring gateway, handling ₹300 Cr+ monthly transaction value.
- Executed industry-first partnerships with Amazon (exports) and Cred (BBPS).
Sr. Lead - Enterprise Solutioning
NPCI
05.2017 - 09.2021
- Drove recurring payment adoption: BBPS expansion (utilities, telecom), UPI Autopay pilots, and fintech integrations.
- Launched Txnnxt fintech program, contributing 30% of division revenue by driving CX-focused recurring channels.
- Negotiated 21 PPI partnerships with fintechs, improving adoption and reducing friction.
- Used data analytics to track pilot outcomes and influence regulators to improve compliance and CX.
- Forged strategic alliances with Tata, Bajaj, Apple, and telcos to deliver subscription and recurring use cases.
Business Head - Corporate Business
Naukri.com
06.2009 - 05.2017
- Led corporate sales and product initiatives, consistently exceeding targets.
- Delivered 200% YoY team revenue growth for 4 consecutive years through strategic partnerships.
- Managed B2B enterprise relationships with C-level executives.
- Awarded 'Yodha National Performance Award' twice for excellence in new business development.
Education
AI/ML Certification -
DRDO
01.2021
MBA -
IBS Mumbai
01.2009
Design Thinking Certification -
IDEOU
Skills
- Program & Project Management
- Payments strategy
- Customer Experience
- Data & Metrics
- Digital Payments & Recurring Transactions
- Strategic Partnerships & Alliances
- Stakeholder engagement
- KYC compliance
Timeline
Director - Payments Partnerships, KYC Ops & Live Ops
Gameskraft
12.2024 - Current
Director - Payments
Groww
08.2022 - 09.2024
DVP - PG Acquiring Product
Axis Bank
09.2021 - 08.2022
Sr. Lead - Enterprise Solutioning
NPCI
05.2017 - 09.2021
Business Head - Corporate Business
Naukri.com
06.2009 - 05.2017
AI/ML Certification -
DRDO
MBA -
IBS Mumbai
Design Thinking Certification -
IDEOU
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