MAYANK TYAGI
Manager Customer Exp, Success & Operations
Gurgaon
Summary
Results-driven management professional with a proven track record of leading teams to achieve exceptional results. Emphasizing team collaboration, operational efficiency, and measurable outcomes, expertise includes strategic planning and process improvement while fostering a culture of accountability and excellence. Recognized for adaptability and a strong ability to meet evolving organizational needs, consistently driving initiatives that enhance performance and productivity. Committed to cultivating an environment where teams thrive and objectives are exceeded.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
Manager – Customer Experience, Success & Operations (Sell Side)
Cars24
03.2025 - Current
- Independently owned and managed customer success operations across the sell-side journey – onboarding, grievances, ticketing, ORM, hub scorecards, and RC transfers – driving measurable improvement and scaling revenue
- Led and mentored a 40-member team, instilling accountability, service excellence, and continuous improvement practices.
- Improved NPS by ~15 points through structured feedback loops, proactive win-back initiatives, and faster resolution mechanisms.
- Enhanced CSAT, FRT, and RTAT, significantly improving retention, adoption, and overall consumer trust.
- Strengthened ORM and complaint management processes, reducing escalations by 30% QoQ and cutting repeat complaints by 20%, boosting CES (Customer Effort Score).
- Executed & optimized RC Transfer operations nationwide, achieving 40% faster closures within 8 days, 30% within 15 days, and 80% RCT within 37 days, making it a key Cars24 USP and setting a new market benchmark
- Institutionalized hub performance governance with 4 CX metrics, ensuring 100% visibility and consistent KPI tracking across all sales hubs.
- Drove customer success programs to improve retention and repeat business, while aligning with sales, product, and compliance teams for process improvements and consistent outcomes
- Additionally, drove Value-Added Services (VAS) sales, generating ₹5 Lacs/month revenue before transition to a dedicated sales team.
Cluster Head – Business Development, Operations & Partner Growth
Finbud Financial Services Pvt Ltd
02.2024 - 02.2025
- Worked as Cluster Head, driving revenue, adoption, and customer engagement across North & West India.
- Scaled the Used Car Loan (UCL) & Insurance Cross-Sell portfolio to ₹5 Cr/month within 8 months.
- Acquired and on boarded 50+ channel partners, ensuring adoption, compliance, and sustained engagement.
- Rolled out 500+ structured training sessions, enhancing partner sales capability, product penetration, and customer interactions.
- Co-created and launched a new health insurance solution with product & business teams, aligning customer insights into product enhancements.
- Led a 15-member regional team, ensuring execution excellence in partner enablement and customer success programs.
- Established governance practices with 20+ lenders, streamlining operations, compliance, and ensuring operational excellence.
Credit Underwriter – Australia Mortgages
ANZ Bank
12.2021 - 12.2023
- Recognized as Best Performer (Mar 2023) among 150 assessors; multiple client appreciation awards.
- Boosted NPS by 20+ points, placing ANZ among the Top 3 Australian banks.
- Reduced NPAs by 5-8% through responsible lending and policy adherence.
- Acted as POC for AMB process rollout, improving underwriting speed and efficiency.
- Increased productivity by 20% and customer satisfaction by 10% across the LOB.
- Handled high-risk lending cases (up to 95% collateral value) and complex borrower structures.
- Mentored and supported new underwriters, ensuring compliance with Australian Credit Standards.
Wealth Manager
Edelweiss Financial Services Ltd
12.2020 - 12.2021
- Achieved record AIF deal revenue and ranked #1 in Q3 FY21 revenue generation.
- Acquired 10+ DSA channels, doubling insurance product revenue.
- Onboarded 400+ clients and managed 50+ HNI portfolios (₹50L+ AUM), boosting brokerage and advisory growth.
- Conducted 10+ portfolio reviews monthly, optimizing investments and maximizing returns.
- Consistently upsold across asset classes, strengthening client retention.
Education
MBA - Finance & Marketing
IBS Hyderabad
01.2020
B.Com - Commerce
Moti Lal Nehru (Eve), DU
01.2016
Class XII - Commerce
APS Roorkee
01.2013
Class X - undefined
APS Roorkee
01.2011
Skills
Team leadership
Operations management
Strategic planning
Decision-making
Sales management
Strategic Problem-solving
Stakeholder management
Credit underwriting
Certification
Ernst & Young, Gurugram | Operational Internal Audit (Internship) – Feb 2019 – May 2019: Delivered audit support, contributed to annual department goals, and received Letter of Recommendation.
DJ(EDM & Techno)
Enjoy Spinning the jog wheels as a hobby
Timeline
Manager – Customer Experience, Success & Operations (Sell Side)
Cars24
03.2025 - Current
Cluster Head – Business Development, Operations & Partner Growth
Finbud Financial Services Pvt Ltd
02.2024 - 02.2025
Credit Underwriter – Australia Mortgages
ANZ Bank
12.2021 - 12.2023
Wealth Manager
Edelweiss Financial Services Ltd
12.2020 - 12.2021
B.Com - Commerce
Moti Lal Nehru (Eve), DU
Class XII - Commerce
APS Roorkee
Class X - undefined
APS Roorkee
MBA - Finance & Marketing
IBS Hyderabad
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