RISHAV GHOSH
Bengaluru
Summary
Experienced Operations Lead with 5 years in Fin-Tech Startups. Proven track record in cross-vertical operations management. Results-driven, collaborative team player. Drive daily BAUs to meet GMV and NR objectives. Manage cross-functional stakeholder relationships effectively.
Overview
5
5
years of professional experience
Work History
Team Lead, Banking Operations
Cashfree Payments
Bengaluru
12.2022 - Current
- Enhanced TAT for Affordability product and Net Banking onboarding
- Managed relationships with Top Banks (Axis & Kotak)
- Procured Terminals for various payment modes
- Streamlined E-NACH & P-NACH terminal process with ICICI
- Led project management with stakeholders
- Automated system processes
- Generated comprehensive reports and SOPs
- Mentored and managed team handling multiple payment methods
Team Lead, Operations
Razorpay Software Private Limited
Bengaluru
07.2019 - 11.2022
- Led Merchant Onboarding Team in Customer Success
- Maintained Merchant Activation TAT & NPS > 35
- Monitored Workflow Rejection rate
- Collaborated with Risk, Strategy & Product Teams for improvement
- Ensured end-user satisfaction and experience
- Automated merchant KYC process for efficiency
- Managed Priority & Ad-hoc requests from stakeholders
- Conducted Quality Audits & Training for process enhancement
- Communicated audit findings to Product & Operations teams
- Handled Social Media escalations for merchant onboarding
- Developed fraud-minimizing processes and procedures
- Received 4 promotions in 3 years at Razorpay
Education
BBA -
Center For Management Studies, Jain University
04.2019
High School -
Loyola School
01.2016
Skills
- Communication Skills
- Leadership Skills
- Customer Service
- Adaptability
- Microsoft Excel
- Ability to Work in a Team
- Complex Problem Solving
- Effective Time Management
- Stakeholder management
- Vendor Management
Accomplishments
- Consistently awarded Most Valuable Player in Rewards & Recognition at Razorpay
- Achieved highest number of CSATs and boosted NPS significantly at Razorpay
- Collaborated directly with Process Excellence Director & Customer Success Director, leveraging process knowledge and cross-functional teamwork at Razorpay
- Received GEM Award at Cashfree for exceeding set OKRs
Timeline
Team Lead, Banking Operations
Cashfree Payments
12.2022 - Current
Team Lead, Operations
Razorpay Software Private Limited
07.2019 - 11.2022
BBA -
Center For Management Studies, Jain University
High School -
Loyola School
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