RADIP NAIR
Delhi
Summary
Operations Transformation leader with over 11 years of experience in driving process, risk, and sales operations enhancements in Fintech, NBFC, and E-commerce sectors, including roles at Paytm and RevFin. Expertise in operations transformation, credit and underwriting policy design, CRM/TMS implementation, and automation for productivity gains. Demonstrated ability to collaborate with cross-functional teams across business, risk, technology, and leadership.
Overview
12
12
years of professional experience
Work History
Senior Manager – Operations Transformation & Partnerships
RevFin Services Pvt. Ltd.
09.2022 - Current
- Led end-to-end operations transformation initiatives supporting rapid scale-up of EV commercial lending business
- Played a key role in scaling monthly disbursements to ₹50–60 Cr through process redesign and system automation
- Designed and implemented credit underwriting policy with High/Medium/Low risk classification
- Transitioned operations from manual workflows to CRM and TMS-driven processes
- Delivered ~60–70% productivity improvement and ~30–40% reduction in processing errors
- Built and led teams across Partner Operations, Training, Quality, and IoT functions
- Worked closely with Sales, Credit, Risk, Tech, and Legal teams to strengthen governance and controls
Junior Manager – Operations (Merchant & Sales Operations)
Paytm (One97 Communications Ltd.)
06.2021 - 08.2022
- Led a 28-member merchant onboarding and documentation QC team
- Migrated manual onboarding processes to Salesforce CRM
- Reduced onboarding time from hours/days to minutes (~85–90% TAT reduction)
- Enabled 6,000–7,000 merchant onboardings per month with ~40–50% productivity improvement
- Strengthened SLA, TAT, and escalation governance through structured reporting
- Coordinated with Business, Legal, Revenue Assurance, and Treasury teams
Operations Manager
RevFin Services Pvt. Ltd.
09.2019 - 05.2021
- Led core operations supporting loan disbursements and revenue continuity
- Streamlined processes and eliminated non-value-added activities through automation
- Supported legal team with operational inputs for policy and T&C drafting
- Designed EMI tracking and collections workflows and managed delinquency escalation
Team Lead – Seller Operations
Paytm (One97 Communications Ltd.)
04.2014 - 09.2019
- Led seller operations as Team Lead for 15-member team, delegating tasks and standardizing procedures to enhance efficiency.
- Coordinated with merchants and sellers, addressing escalations and queries while ensuring timely implementation of solutions.
- Developed training programs for new team members and sellers, onboarding major brands such as Samsung, Vivo, Oppo, and Decathlon.
- Monitored quality and performance metrics, analyzed gaps against SOPs, recommending preventive actions and process improvements.
- Managed seller catalogue operations, optimizing content uploads, pricing updates, product descriptions, and SEO to increase visibility.
- Collaborated with technical, audit, and compliance teams to implement features, ensuring accurate resolutions and enhanced seller panel GUI.
- Prepared daily performance reports and conducted testing on new implementations for quality assurance.
Education
MBA - Operations Management
NMIMS
Bachelor of Commerce -
Manav Bharti University
Diploma in Information Technology -
NIIT
Skills
- Operations Transformation
- Process Excellence
- Risk & Compliance Operations
- Sales & Partner Operations
- Credit & Underwriting Operations
- Automation & Digitization
- CRM & TMS Implementation
- Stakeholder Management
- Team Leadership
- Fintech & NBFC Operations
Impact Highlights
- Scaled monthly loan disbursements from single-digit lakhs to ₹50–60 Cr per month in EV commercial lending
- Reduced onboarding TAT by ~85–90% by transforming manual processes into CRM-led workflows
- Improved team productivity by ~60–70% through automation and operating model redesign
- Reduced processing errors and rework by ~30–40% through quality controls and system-driven checks
- Designed portfolio-wide credit underwriting policy with risk-based customer classification
Tools Technology
- Salesforce
- LeadSquared
- JIRA
- Power BI
- SLA/TAT Monitoring
- Reporting & Analytics
Core Skills Expertise
- Operations Transformation
- Process Excellence
- Risk & Compliance Operations
- Sales & Partner Operations
- Credit & Underwriting Operations
- Automation & Digitization
- CRM & TMS Implementation
- Stakeholder Management
- Team Leadership
- Fintech & NBFC Operations
Accomplishments
Spotlight Award for Quarter 2 at RevFin 2023.
Timeline
Senior Manager – Operations Transformation & Partnerships
RevFin Services Pvt. Ltd.
09.2022 - Current
Junior Manager – Operations (Merchant & Sales Operations)
Paytm (One97 Communications Ltd.)
06.2021 - 08.2022
Operations Manager
RevFin Services Pvt. Ltd.
09.2019 - 05.2021
Team Lead – Seller Operations
Paytm (One97 Communications Ltd.)
04.2014 - 09.2019
MBA - Operations Management
NMIMS
Bachelor of Commerce -
Manav Bharti University
Diploma in Information Technology -
NIIT