RIPUSUDAN MISHRA
Credit Bureau Operations & Engagement Leader, AVP/VP – Payment Services & Process Transformation
Mumbai,Maharashtra
Summary
I bring over 19 years of experience across operations, customer service, process transformation, and partner management in the payments and financial services space. My journey has spanned frontline execution to leading national-scale initiatives—most recently at TransUnion CIBIL, where I manage bureau data operations for around 3,000 member (lending) institutions. I've helped streamline data submissions, reduce reporting delays by 30%, and enable long-tail member participation through hands-on engagement and structured training. Whether it's building new processes, leading teams, working with vendors, or aligning with regulatory needs—I focus on getting things done the right way, at scale. I'm passionate about solving operational challenges, creating better experiences, and helping institutions grow through smart, sustainable change.
Overview
21
21
years of professional experience
12
12
years of post-secondary education
Work History
AVP Data Acquisition
Transunion CIBIL
Mumbai
07.2022 - Current
- Managed a 17-member national team overseeing approximately 3,000 cooperative and rural banking entities—including long-tail Apex banks, DCCBs, RRBs, and UCBs—by stabilizing bureau data operations, reducing reporting latency by 30%, and implementing compliance-driven governance frameworks.
- Conducted pan-India workshops across member locations and centralized hubs, training officials from risk, IT, and business teams to drive submission readiness and cross-institutional alignment.
- Analyzed bureau submission patterns to identify gaps in compliance and workflow inefficiencies; introduced targeted interventions that streamlined onboarding, and improved overall data quality.
- Led structural transitions across reporting systems by aligning member institutions and vendor teams with evolving compliance mandates and operating models.
- Drove year-on-year growth in bureau participation, achieving a 37% rise in reporting institutions, a 43% increase in data volume, and a 9-point improvement in acceptance rates through focused UAT support, engagement strategies, and operational rigor.
Head Customer Experience - Merchant Acquisition
Indusind Bank Ltd
Gurugram
04.2021 - Current
- SLA/Performance monitoring and management across multiple service providers
- Leading projects aimed at improving customer service/Experience
- Pioneered CSAT and NPS surveys for MAB. Maintaining CSAT of 4 and NPS of 58 and above
- Serving as member of Bank's exclusive CEX forum tasked with transforming client experience across all departments
- Run client engagement campaigns in conjunction with Service Partner and Call Center in regard to Portfolio Management
Business Continuity Manager - APAC
Wirecard India Pvt. Ltd
Mumbai
09.2019 - 03.2021
- Invoice and payment processing for Visa, MasterCard, as well as regulatory reporting for Singapore, Malaysia, Philippines and Australia.
- Developed SOPs and carried out UATs for Merchant Onboarding, Transaction Processing, Settlement Processing, and Operational Activities during expansion to new country
- Responsible for MasterCard QMR, Visa QOC, and AMMF reporting for India, Malaysia, Philippines, Singapore, and Australia.
Head Customer Service - Merchant Acquisition
Yes Bank Ltd
Mumbai
08.2016 - 09.2019
- Set-up of 30 FTE MAB Unit in NOC Chennai, supervised by two TL and once SVP
- Set up of separate help desk for corporate clients and retail clients (pos@yesbank.in and corporatepos@yesbank.in)
- Integration of MAB Service with Bank CRM
- Handling Nodal and Banking Ombudsman complaints. Engage with customers, management, and sales team to better understand customer needs and deliver exceptional service.
Regional Service Manager - West & ROMG
Axis Bank Ltd Mumbai
Mumbai
12.2013 - 07.2016
- Managing eight full-time employees responsible for all aspects of pre-and post-merchant onboarding through Service Partner ATOS Worldline.
Team Lead - Service Delivery APAC
First Data
Mumbai
12.2011 - 11.2013
- Maintenance of Merchant Solutions Training Manual and arranging NHT, CFT and OJT.
- Servicing merchants in Asia Pacific region, including Hong Kong, Macau, Singapore, Brunei, and Malaysia with 14 FTE and 1 TL
- Managing Multilingual CC Sitel based out of Manila
- Changed service turnaround time from 5 days to 48 hours
Assistant Manager
I Energizer Inc
04.2009 - 12.2011
- Handled Merchant Reconciliation (3 FTE) and Functional Trainers (5 FTE) Team
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Communicated all learning and performance objectives, schedules and training assessments to upper management.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Coordinated and prioritized required training courses for all departments of Merchant Acquiring Business.
Team Leader
I Energizer Inc
Noida
06.2007 - 04.2009
- One of 9 founding members responsible for launching MSPL in nine countries: Hong Kong, Macau, Singapore, Brunei, Sri Lanka, Malaysia, India, China, and Bangladesh.
- Oriented newly hired employees by providing information, facilitating onboarding processes, and establishing position-specific requirements.
- Worked with HR team to outline and define position requirements based on process requirements.
Team Member CME & ES Ops
American Express Bank Ltd
11.2006 - 06.2007
- Managed day-to-day online operational activity of merchant details updation into system.
Sales Operations Supervisor
Kelly Services
07.2005 - 11.2006
- Overseeing the work of two engineers for the installation, deinstallation, and supply of stationery, and two executives for KYC checking and the data input in the sales portal.
Sales and Key Accounts Coordinator
HBL Global
01.2005 - 06.2005
- Verify merchant agreements and share sales MIS.
- EDC inventory management for Delhi and coordination with CO for urgent cases
- Retrieved chargeback documents by calling merchants.
Education
PGDBM - Marketing and Finance
Bharti And Usha Laxmi Mittal Institute Of Management
01.1998 - 01.2007
B.Sc - Industrial Chemistry
Delhi University
03.1998 - 01.2001
Skills
Timeline
AVP Data Acquisition
Transunion CIBIL
07.2022 - Current
Head Customer Experience - Merchant Acquisition
Indusind Bank Ltd
04.2021 - Current
Business Continuity Manager - APAC
Wirecard India Pvt. Ltd
09.2019 - 03.2021
Head Customer Service - Merchant Acquisition
Yes Bank Ltd
08.2016 - 09.2019
Regional Service Manager - West & ROMG
Axis Bank Ltd Mumbai
12.2013 - 07.2016
Team Lead - Service Delivery APAC
First Data
12.2011 - 11.2013
Assistant Manager
I Energizer Inc
04.2009 - 12.2011
Team Leader
I Energizer Inc
06.2007 - 04.2009
Team Member CME & ES Ops
American Express Bank Ltd
11.2006 - 06.2007
Sales Operations Supervisor
Kelly Services
07.2005 - 11.2006
Sales and Key Accounts Coordinator
HBL Global
01.2005 - 06.2005
B.Sc - Industrial Chemistry
Delhi University
03.1998 - 01.2001
PGDBM - Marketing and Finance
Bharti And Usha Laxmi Mittal Institute Of Management
01.1998 - 01.2007
Accomplishments
- Appreciation certificate from Merchant Solutions CFO for standardized billing and invoice collection with terminal vendors
- Transition of Acquiring Process from I-Energizer Noida to First Data Thane.
- Merchant Acquiring Service unit setup at NOC Chennai - YES Bank
Setup of Multilingual CC for First Data in Sitel, Manila - Train The Trainer
- Certified ISO 9001:2008 Internal Auditor.
- Pioneered NPS For Merchant Acquiring unit in Indusind Bank
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