Praveen Chauhan K
Summary
Strategic Operations Manager with 13+ years of experience leading cross-functional teams across Product, CRM, Sales, Customer Success, Fraud Risk & Payments in the iGaming industry. Proven expertise in driving operational excellence, process transformation, business growth, and customer lifecycle management through strategic planning and data-driven decision-making.
Certified in Six Sigma Black Belt, Project Management Professional, and Strategic Management (IIM Kozhikode), with a strong track record of building high-performing teams and scaling business operations.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Operations Manager
UspekhTech LLC
Dubai
03.2025 - 03.2026
- Directed end-to-end business operations, customer lifecycle management, product support, and service delivery across multiple business verticals, ensuring 99.9% system uptime, operational continuity, and exceptional customer experience across global markets.
- Managed and mentored 130+ cross-functional professionals across India, Dubai, and Sri Lanka, leading Operations, Sales, CRM, Customer Support, Compliance, Product, and Growth teams while consistently achieving KRAs, SLAs, and quality benchmarks.
- Spearheaded operational excellence initiatives by implementing Lean Six Sigma, Kaizen, Root Cause Analysis (RCA), and process re-engineering, driving productivity improvements, operational efficiency, and significant cost optimization.
- Owned ₹1.5 Cr monthly budgets and P&L, overseeing financial planning, resource allocation, ROI analysis, cost optimization, MIS reporting, and executive dashboards using Power BI, Zoho, Excel, and ERP systems.
- Designed, implemented and optimized workflows and process automation for customer management, transaction processing, compliance monitoring, audit trails, and management reporting.
- Established and monitored business-critical KPIs, SLAs, TAT, productivity, quality, and customer performance dashboards, enabling data-driven decision-making and continuous business improvement.
- Implemented Voice of Customer (VoC), Net Promoter Score (NPS), and Customer Satisfaction (CSAT) frameworks, increasing customer engagement and retention by 25–30%.
- Strengthened enterprise risk management through AML/KYC compliance, fraud prevention, transaction monitoring, and governance frameworks, reducing chargebacks by 22%, policy abuse by 30%, and preventing monthly revenue losses of ₹25–30 lakh.
- Developed, executed growth and monetization strategies across customer acquisition, conversion, retention, reactivation, and VIP management, optimizing business growth & revenue performance.
- Optimized key revenue and growth metrics including ARPU, LTV, CPA, ROI, churn, RTP impact, bonus costs, customer lifetime value, and deposit behavior through continuous analysis & strategic optimization.
- Led A/B testing and multivariate experimentation across CRM campaigns, onboarding journeys, UX, customer funnels, cashier flows, and product experiences, leveraging behavioral analytics to improve conversion, engagement, and revenue.
- Defined organizational growth strategy, brand positioning, investor and customer acquisition initiatives, strategic partnerships, PR and media engagement, referral programs, content strategy, AI-driven analytics, and channel experimentation to expand market reach.
Operations Manager
Baazi Games Pvt Ltd
New Delhi
09.2020 - 05.2024
- Directed end-to-end business operations across multiple platforms, ensuring operational excellence, system reliability, regulatory compliance, and an exceptional customer experience.
- Managed and led cross-functional teams including Product, CRM, Compliance, and Sales & Customer Service, aligning operational priorities with business objectives and driving high team performance.
- Defined and executed operational, customer engagement, and growth strategies, leveraging data-driven insights to improve efficiency, customer retention, and overall business performance.
- Owned the CRM strategy and customer lifecycle, including onboarding, segmentation, engagement, personalization, and retention initiatives and daily optimization of ARPU, LTV, CPA, ROI and RTP impact.
- Oversaw payment operations, including transaction processing, reconciliations, refunds, chargebacks, and payout governance, consistently maintaining a 99% payment success rate while ensuring financial accuracy.
- Strengthened fraud prevention, risk management, KYC/AML compliance, and operational control frameworks, reducing fraudulent activities by 80% and mitigating business risks.
- Spearheaded process automation and workflow optimization initiatives, streamlining payout approvals, reducing turnaround times, and improving operational scalability and productivity.
- Partnered with Project, Technology, Marketing, Finance, QA, Compliance and cross functional stakeholders to deliver scalable solutions, optimize platform performance, and support strategic business initiatives.
- Built and maintained executive dashboards and operational reports using Power BI, Advanced Excel, CRM platforms, and business intelligence tools, enabling real-time performance monitoring and data-driven decision-making.
- Presented operational performance, customer insights, financial metrics, and strategic recommendations to senior leadership while mentoring managers and team leads to foster continuous improvement and achieve organizational goals.
Team Lead at Fraud Risk & Payments
Openplay Technologies Pvt Ltd
Hyderabad
01.2013 - 01.2020
- Led end-to-end Fraud Risk, Payments, and CRM operations, ensuring compliance with internal policies, regulatory requirements, and operational excellence across business functions.
- Managed transaction monitoring, fraud detection, payment processing, chargeback resolution, and risk assessment to minimize financial losses and safeguard business operations.
- Directed CRM initiatives, including customer lifecycle management, segmentation, engagement, retention, and loyalty programs to enhance customer experience and improve retention.
- Analyzed fraud trends, key risk indicators (KRIs), transaction patterns, and customer behavior to identify emerging risks and implement proactive fraud prevention strategies.
- Collaborated with Product, Marketing, Compliance, Finance, and Customer Support teams to optimize payment processes, strengthen risk controls, and improve customer satisfaction.
- Managed payment gateways, vendor and affiliate relationships, payout operations, and reconciliation processes, ensuring operational accuracy, compliance, and reduced risk exposure.
- Developed and implemented SOPs, risk policies, fraud prevention controls, and workflow automation, improving operational efficiency, process standardization, and service quality.
- Led, mentored, and coached a high-performing team by establishing performance metrics, delivering training, and driving continuous improvement in productivity and quality.
- Prepared and analyzed operational, fraud, payment, and CRM performance reports, leveraging data-driven insights to support strategic decision-making and continuous business improvement.
Research Analyst
Shore Infotech India Pvt Ltd
Hyderabad
01.2012 - 12.2012
- Conducted regulatory and financial research aligned with global compliance standards (FINRA, SEC rules).
- Supported stakeholder communication across the U.S. and Europe regions, and managed client relationships and product requirements.
Education
Executive Education Programme - Strategic Management
The Indian Institute of Management
Kozhikode11-2025
MBA - Risk And Credit Management
Xavier's Institute of Business Management Studies
Hyderabad06-2020
Skills
- Strategic Operations
- Change Management
- Project Management
- Risk Management
- CRM Strategy
- Revenue Growth
- Six Sigma Implementation
- Acquisition & Retention
- Business Development
- Fraud Risk Payments
- Data Analysis
- Power BI Reports
- HubSpot & Zoho CRM
- Sales Growth
- Quality Management
- Generative AI
- UX/UI Designs
- APIs & System Architecture Basic
- Customer Lifecycle Management
Certification
- Strategic Management from IIMK
- Project Management
- Lean Six Sigma Green and Black Belt
- Generative AI and AI Tools
Accomplishments
- Performance Award – 2021
- Performance Recommendation - 2024
Timeline
Operations Manager
UspekhTech LLC
03.2025 - 03.2026
Operations Manager
Baazi Games Pvt Ltd
09.2020 - 05.2024
Team Lead at Fraud Risk & Payments
Openplay Technologies Pvt Ltd
01.2013 - 01.2020
Research Analyst
Shore Infotech India Pvt Ltd
01.2012 - 12.2012
Executive Education Programme - Strategic Management
The Indian Institute of Management
MBA - Risk And Credit Management
Xavier's Institute of Business Management Studies