Pratik Shendge
Mumbai
Summary
Results-driven Fintech Operations and Systems Integration Specialist with 7 years of experience in digital fintech. Expertise in onboarding enterprise platforms, optimizing loan verification workflows, and integrating CRMs with cloud telephony and in-house systems via REST APIs and Webhooks. Bridge Central Operations, CX, Product, IT, and Engineering teams through requirement scoping, process customization, and UAT testing to enhance automated digital onboarding journeys.
Overview
3
3
Languages
4
4
years of post-secondary education
7
7
years of professional experience
Work History
Deputy Manager - Central Ops
Credit Saison
Mumbai
10.2023 - Current
- Directed the operational implementation, feature customization, and continuous application enhancements for web-based VKYC platforms (VideoCX, HyperVerge).
- Partnered with Product, Engineering, and IT teams to map and build real-time data pipelines via REST APIs and Webhook connectors. Connected VKYC video to in-house Loan Origination Systems (LOS) to enable instant, automated loan decision.
- Enhanced the agent interface with real-time OCR auto-fill, automated document quality validation, and instant liveness confidence scoring to reduce Average Handling Time.
- Anchor platform system readiness, complex API validation workflows, and rigorous User Acceptance Testing (UAT/CUG) to scale embedded finance product lines and co-lending partner frameworks.
- Map and deploy end-to-end automated conversion workflows across communication APIs, identifying journey drop-offs and implementing data-driven recovery architectures.
- Executed structured Closed User Group (CUG) pilots with internal operations squads to validate system performance before full-production rollouts.
- Partner closely with Risk Management, Operations, and Business Teams to translate business growth goals into scalable, automated technical capabilities.
- Architected, mapped, and deployed automated drip-campaign use cases across WhatsApp, SMS, and BOT calling systems, systematically recovering leaking top-of-funnel users and pushing them back into active conversion cycles.
- Executed complete diagnostic deep-dives into digital onboarding channels across diversified secured, unsecured, and co-lending product lines.
- Managed the operational onboarding and continuous UI/workflow enhancements of Salesforce (Financial Services Cloud) and Kapture CRM for customer support operations.
- Architected the integration of cloud calling platforms (Knowlarity, Ozentel) with Salesforce and Kapture. Implemented Computer Telephony Integration, auto-dialers, and click-to-call functionality to eliminate manual dialing errors.
Lead - Digital Finance
Think & Learn Pvt. Ltd
07.2019 - 09.2023
- Spearheaded the end-to-end design, refinement, and technical integration of AI-driven conversational chatbots, successfully deflecting 30% of manual support tickets and boosting self-service adoption by 40%.
- Administered workflow logic and implemented technical enhancements of enterprise CRMs (LeadSquared, Salesforce) for Fintech Collections and Loan Verification teams, streamlining processes.
- Rebuilt internal data routing flows by leveraging core technical knowledge of Salesforce database architectures (objects, custom fields, records, and tables), maximizing operational throughput.
- Oversaw daily operations and task allocation on CRMs (LeadSquared, Salesforce) for internal Loan Verification and Collections teams, ensuring efficient task management.
- Worked on improving the CRM interface and daily workflows to help teams work faster like setting up automated lead assignment rules so new customer applications reached the right verification agent instantly.
- Adding auto-generated payment links in the Collections CRM so agents could send payment options to customers in one click.
- Tested new CRM features, bug fixes, and system updates before they went live for the entire operations team.
- Engineered robust tracking mechanisms combining database architectures with Power BI configurations to perform granular customer cohort analysis.
- Acted as a bridge between frontline verification and collections agents and other stakeholders, gathering feedback from staff to request system fixes and layout updates that improved daily productivity.
Education
Bachelor of Technology - Mechanical Engineering
R.I.T.
Sangli, India 06.2015 - 06.2019
Skills
- Operational management
- Project coordination
- Change management
- Stakeholder Management
- Process and procedure development
- Salesforce
- Leadsquared
- Kapture
- API Integration
- UAT Testing
- Postman
- LOS
- CRM administration
Languages
English
Proficient
C2
Hindi
Advanced
C1
Marathi
Advanced
C1
Timeline
Deputy Manager - Central Ops
Credit Saison
10.2023 - Current
Lead - Digital Finance
Think & Learn Pvt. Ltd
07.2019 - 09.2023
Bachelor of Technology - Mechanical Engineering
R.I.T.
06.2015 - 06.2019