Muralidhar Reddy

Product Operations & Automation

● Built and implemented a fully automated disbursal process, enabling 99% auto disbursals, drastically reducing manual intervention and improving speed and scalability.

● Improved disbursal TAT from 5 days to under 1 minute by designing logic flows, disbursal wireframes, and real-time case tracking with tech collaboration.

● Launched and operationalized CKYC, OKYC, and VKYC journeys across multiple lenders to reduce onboarding friction and enhance customer experience.

● Designed credit verification workflows and wireframes; enabled app-based verifications through an in-house credit team, reducing risk and improving TAT from 1 week to 1 day.

● Integrated NSDL checks and API-level validations to strengthen identity verification and ensure higher approval rates during credit assessment.

● Conducted RCA for partner tech issues and coordinated deployment of fixes within defined SLAs to improve system reliability.

● Worked closely with sales, credit, and engineering to identify automation opportunities and remove repetitive manual tasks across customer lifecycle.

Partnership & Program Management

● Successfully onboarded and integrated new partners including Tata Capital, PayU (PG), and Digio (eMandate), enabling seamless scale-up.

● Managed end-to-end relationships with 8 lending partners, driving their business targets while aligning on tech integrations and operational requirements.

● Established and supported a ₹500 Cr lending book with Utkarsh Small Finance Bank through structured process alignment.

● Maintained strategic collaboration with cross-functional stakeholders to align credit policies, operations, and business targets.

Process Design & Team Leadership

● Launched a centralized credit verification team in Hyderabad, reducing verification TAT from 7 days to 1 day; scaled team to 12 officers.

● Led a 10-member team managing KYC and disbursal operations, ensuring uninterrupted execution with lean resources.

● Designed and rolled out a "Customer Service Guarantee" program across Tier 1 cities, achieving a 96%+ success rate.

Digital Journey & Compliance

● Implemented a compliant E-PAN based VKYC flow approved by leading banks/NBFCs, contributing ₹4–5 Cr additional monthly business.

● Integrated CKYC & Aadhaar-based verification flows, aligned with regulatory norms and compliant with RBI Digital Lending Guidelines (DLG).

● Developed and deployed an Audit Trail Document generation feature capturing customer consent, data flow, and key checkpoints, as mandated under DLG.

● Ensured field-level masking, encryption, and secure data handling in line with RBI's LSP compliance requirements for digital customer journeys.

● Automated document archival and timestamp logs for VKYC sessions, ensuring traceability and supporting internal audits and regulatory scrutiny.

Credit & Risk Operations

● Performed GMV analysis to evaluate user engagement across categories.

● Liaised with the tech team to reduce buyer credit-line onboarding TAT from 15 days to 24 hrs (94% improvement)

● Implemented cross-country buyer geo-tagging to reduce product failure risk.

● Analysis of buyer performance parameters to identify high and low-risk profiles.

● Solutioning tech issues for lending partners and fixing these within TAT.

Process Operations

● Training and orientation of team members and stakeholders on different processes.

● Maintaining clear, concise communications with internal and external stakeholders and establishing strong business relationships.

● Monitoring team performance to assess training effectiveness and skill gaps, planning upskilling initiatives.

• Monitoring on-time deliveries ensuring consumer satisfaction.
• Analysis of last mile supply chain data and logistics reports, sharing insights with operations team and senior management.
• Negotiated delivery rates and routing with existing transportation suppliers to get optimal deal for the organization.
• Optimized revenue profitability of the end-to-end supply and delivery process.