RISHAV GHOSH
Bengaluru
Summary
Results-driven Banking Operations & Fin-tech Professional with 6 years of experience in merchant onboarding, payment processing, risk management, and stakeholder collaboration. Expertise in optimising TAT, enhancing API integrations, and ensuring regulatory compliance across UPI, Net Banking, E-NACH, P-NACH, and AutoPay.
Proven track record in terminal procurement, process automation, and fraud prevention, achieving a merchant rejection rate reduction from 47% to 6% and procurement rate growth from 30% to 90% MoM. Adept at leading cross-functional teams, managing banking partnerships, and driving CSAT to 100%.
Recognized for mentoring teams, conducting quality audits, and implementing SOPs, driving operational excellence. Achieved four promotions in three years, delivering measurable business impact in digital payments and Fin-tech innovation.
Overview
6
6
years of professional experience
Work History
Team Lead, Banking Operations
Cashfree Payments
12.2022 - Current
- Reduced onboarding TAT for terminal procurement to 10 days across Net Banking, UPI, and other payment modes, enhancing operational efficiency.
- Managed strategic relationships with top banks across UPI and Net Banking, driving transaction efficiency and business growth.
- Optimized UPI-related APIs with product teams, improving system efficiency, transaction processing, and payment integration.
- Streamlined E-NACH & P-NACH terminal processes with ICICI Bank by implementing SOPs, improving compliance and efficiency.
- Led cross-functional stakeholder collaboration to streamline terminal procurement and improve coordination across teams.
- Developed and implemented SOPs for affordability products (Flex Money, Amazon Pay, Lazy Pay, Zest Money), reducing procurement TAT and enhancing merchant onboarding.
- Conducted functional and cross-functional training on banking operations, strengthening compliance and team efficiency.
- Ensured compliance in terminal testing, assisting sub-functions to mitigate risks and prevent regulatory sanctions.
- Fostered collaboration across teams, accelerating issue resolution and improving overall operational efficiency.
- Achieved 100% accuracy in terminal procurement for UPI and AutoPay, enhancing transaction reliability and operational efficiency.
- Boosted terminal procurement rate from 30% to 90% MoM across banks for Net Banking, UPI, and other payment modes, strengthening transaction capacity and banking partnerships.
Team Lead, Customer Success
Razorpay Software Private Limited
07.2019 - 11.2022
- Led a team of 15 members, overseeing approvals for all merchant signups on RZP
- Maintained Merchant Activation TAT & NPS above 35, ensuring a seamless onboarding experience.
- Reduced merchant rejection rate from 47% to 6%, improving approval efficiency.
- Collaborated with Risk, Strategy & Product teams to enhance merchant experience and operational quality.
- Achieved 100% CSAT for four consecutive months, ensuring exceptional end-user satisfaction.
- Automated the merchant KYC process using Freshdesk Analytics, streamlining onboarding efficiency.
- Managed priority and ad-hoc stakeholder requests, ensuring quick issue resolution.
- Conducted quality audits & training, developing SOPs for the dynamic onboarding process.
- Maintained a 95% quality score by communicating audit findings to Product & Operations teams.
- Handled social media escalations, reducing weekly cases from five to one.
- Developed fraud-prevention processes based on RBI circulars, strengthening compliance.
- Achieved 4 promotions in 3 years, demonstrating rapid career progression and performance excellence.
Education
BBA - Marketing
Center For Management Studies, Jain University
Lalbagh, Bangalore04.2019
High School Diploma -
Loyola School
Jamshedpur01.2016
Skills
- Merchant Onboarding & Activation Optimization
- Terminal Procurement & Deployment
- UPI, Net Banking & Digital Payment Operations
- Process Optimization & SOP Development
- Regulatory Compliance & Risk Management
- Stakeholder & Relationship Management
- API Optimization & Payment Gateway Integration
- Risk Assessment & Fraud Prevention
- Cross-Functional Collaboration & Project Management
- Training, Team Leadership & Performance Management
- Customer Experience & Dispute Resolution
- Quality Assurance & Audit Compliance
- Automation & Analytics Implementation
- Social Media Escalation & Reputation Management
- Strategic Growth & Career Advancement
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, Customer Success
Razorpay Software Private Limited
07.2019 - 11.2022
BBA - Marketing
Center For Management Studies, Jain University
High School Diploma -
Loyola School
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