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Nikhil Agarwal
Operations Leader for processes related to banking and AML umbrella.
Mumbai,MH
Work Preference
Job Search Status
Not actively lookingDesired Job Title
Operations SupervisorTeam LeadOperations ManagerWork Type
Full TimeLocation Preference
RemoteOn-SiteHybridLocation: Mumbai, MH, INPune, MHKolkata, WBHyderabad, TG
Open to relocation: Yes
Salary Range
₹1500000/yr - ₹1990005/yrImportant To Me
Career advancementWork-life balanceWork from home optionHealthcare benefitsSummary
I am a customer experience and operations leader with over 10 years of experience who specializes in driving growth, optimizing processes, and developing teams across multiple industries, including FinTech, EdTech, and Digital Marketing. My expertise includes customer support processes including voice, chat, email and also non-voice operations like KYC and AML related processes. I also have broad experience in sales and success, account management, strategy development, and process improvement, with a focus on providing exceptional customer experiences and achieving business goals. Most recently, I established multiple teams for a global AML projects, improved service levels, and implemented strategic systems to enhance individual and team performance. In my previous roles at Revolut and Webskrulls , I consistently improved process efficiently, mentored high-performing teams, and developed key strategies for business success. I am passionate about learning and exploring new ways to optimize team performance and exceed expectations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Teleperformance
11.2025 - Current
- Established up new line of business (AFC, Banking CS, AML Operations,Payment Ops, TPR inbox handling, TPR RFI handling, S.O.F, etc.) for a german renowned banking client and oversee daily operations, ensuring adherence to quality standards and performance goals.
- Demonstrated strong knowledge of Anti-Money Laundering (AML) and Support. Implemented process improvements, enhancing workflow efficiency and reducing operational bottlenecks.
- Mentored team of over 50, fostering skill development and promoting a culture of continuous improvement. Coordinated cross-functional teams to streamline communication and enhance project execution.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
Team Lead
Revolut
01.2024 - 02.2025
- Led a team for 12-15 CSAs with specialised focus on Customer Due Diligence (CDD), Financial Intelligence Unit (FIU), and Know Your Customer (KYC) refresh.
- Managed complex processes and supported significant process management/ project efforts.
- Led process improvement, project management, and technology development and testing across multiple teams.
- Analyzed and exposed complex issues, identified risks and root causes, and proposed and tracked resolutions.
- Demonstrated strong knowledge of Anti-Money Laundering (AML) and KYC.
Business Development
BYJU'S
05.2022 - 09.2023
- Led a hybrid team of over 15 ISAs and DSAs, achieving record sales in Eastern India.
- Secured the Top Performer badge twice.
- Maintained a client retention rate of over 95% through effective onboarding and customer success strategies.
- Optimized CRM workflows in Salesforce and Leadsquared, improving lead management accuracy to 90%.
- Conducted cold calling, emailing, and outreach activities to generate leads.
- Managed the entire account lifecycle, from initial inquiry to delivery.
Operations Manager
WEBSKRULLS
07.2019 - 03.2022
- Formed and managed cross-functional program teams of over 150 members.
- Led multiple processes including AML operations and customer service (voice, chat, email) for multiple clients.
- Mentored over 100 service associates and 30 success associates.
- Reduced operational costs by 30% while maintaining a 95% client retention rate.
Accounts Receivable Manager
Clarus Telecom
03.2019 - 07.2019
- Handled customer inquiries and addressed their needs.
- Monitored customer health, usage trends, and satisfaction indicators to proactively mitigate churn risk.
- Achieved the highest sales by converting the client lifecycle value to 9x the expected value.
- Generated progress reports for clients and senior leaders.
Team Lead
Elagoon Business Solutions
03.2018 - 03.2019
- Headed a team of 25 associates and acted as a key account manager for B2B clients.
- Monitored customer health, usage trends, and satisfaction indicators to proactively mitigate churn risk.
- Coached and mentored new hires to build a high-performing team.
Team Supervisor
Nerine Info Solutions Pvt. Ltd
08.2017 - 03.2018
- Handled customer calls and issues quickly and effectively.
- Identified financial needs on service calls and pitched relevant solutions.
- Ensured all sales pitches were made without mis-selling and achieved targets.
Senior Associate
Phoenix Analytical Systems
11.2014 - 08.2017
- Promoted to team supervisor in six months.
- Generated a pipeline of qualified leads and maintained an organized CRM system.
- Initiated contact with leads through emails, cold calls, and networking platforms.
- Created training materials and facilitated orientation sessions for new associates.
- Conducted market research to support business development efforts.
Junior Associate
Business ProDesigns
08.2014 - 11.2014
- Identified, researched, and prospected potential partner companies.
- Generated a pipeline of qualified leads and maintained an organized CRM system.
- Initiated contact with leads through emails, cold calls, and networking platforms.
Education
B.Tech - Bachelor of Technology - Computer Science
07-2018
Skills
- KYC/CDD & FinCrime Customer Success Management
- Compliance
- Customer Service - CSAT and NPS Management
- Team Leadership & Coaching
- KPI/SLA Monitoring & Reporting
- Escalation & Incident Resolution
- Process Automation & Optimization
- Stakeholder Communication
- Recruitment, Onboarding & Training
- CRM Tools - Salesforce, HubSpot, Zendesk
- Data Tools - Looker, Metabase, Power BI, Excel
Accomplishments
- Reduced ticket resolution time by 37% via SLA redesign.
- Achieved 95%+ client retention across multiple roles.
- Managed and scaled teams of up to 150+ professionals.
- Consistently recognized as Top Performer in multiple companies.
Certification
- Operations Management - Learntube.ai
- Financial Crime, Internal Fraud Awareness - Revolut
- Anti-Money Laundering, Money Mule - Revolut
- KYC Face Recognition & Deepfakes - Revolut
- Data Protection Awareness - Revolut
- CMCR Conduct Rules - Revolut
Languages
English - Proficient (C2)
Hindi - Proficient (C2)
Bengali - Advanced (C1)
Timeline
Operations Supervisor - Teleperformance
11.2025 - Current
Team Lead - Revolut
01.2024 - 02.2025
Business Development - BYJU'S
05.2022 - 09.2023
Operations Manager - WEBSKRULLS
07.2019 - 03.2022
Accounts Receivable Manager - Clarus Telecom
03.2019 - 07.2019
Team Lead - Elagoon Business Solutions
03.2018 - 03.2019
Team Supervisor - Nerine Info Solutions Pvt. Ltd
08.2017 - 03.2018
Senior Associate - Phoenix Analytical Systems
11.2014 - 08.2017
Junior Associate - Business ProDesigns
08.2014 - 11.2014
Techno India College Of Technology - B.Tech - Bachelor of Technology, Computer Science