Ritu Bhalekar
Mumbai
Summary
FinTech professional with over 10 years of experience across digital payments, POS systems, merchant onboarding, and banking operations. Strong hands-on exposure to Business Analysis, including requirement gathering, process mapping, UAT, stakeholder coordination, data validation, and post-go-live support. Proven ability to act as a bridge between business, product, technology, and banking partners to deliver scalable, compliant payment solutions aligned with business objectives.
Overview
9
9
years of professional experience
Work History
Manager
Razorpay POS
Mumbai
05.2025 - 01.2026
- Leading escalations in payment gateway POS operations.
- Acted as a business SPOC for POS payment operations, managing escalations and analysing root causes across Axis Bank, SBI, and Yes Bank.
- Gathered and analysed business requirements related to POS deployment, de-installation, servicing, and transaction issues.
- Collaborated with Product, Engineering, and Operations teams to translate business needs into functional requirements and process improvements.
- Supported UAT and production releases by validating scenarios, transaction flows, and acceptance criteria.
- Shared portfolio insights, trends, and performance reports with stakeholders to support data-driven decisions.
Team Leader
Worldline ePayments India Pvt. Ltd
Mumbai
02.2022 - 04.2025
- Key Account Management and Portfolio: Served as the primary point of contact for HDFC Bank, managing the end-to-end lifecycle for SmartHub and PayZapp merchants.
- End-to-End Onboarding & Scrutiny: Managed the Merchant Acquiring Form (MAF) workflow, performed rigorous scrutiny of merchant details to ensure KYC compliance before onboarding onto the Payment Gateway (PG) system, and sharing secure credentials.
- Product Implementation and Integration: Spearheaded the installation and configuration of payment APIs at merchant sites. Provided dedicated UAT and SIT (System Integration Testing) support to ensure a successful 'Go-Live' for new banking functionalities.
- Technical Problem Solving: Resolved complex transaction-related technical issues, including settlement discrepancies, refund failures, and by coordinating directly with bank teams and internal stakeholders.
- Product Management & Requirements: Gathered new requirements and enhancement feedback from key merchants, translating merchants' needs into actionable inputs for the Product and Engineering teams.
- Data and System Administration: Executed SQL Server data retrieval to monitor success ratios and transaction trends. Managed frontend system configurations to align with evolving banking requirements.
- SLA and Relationship Management: Maintained high-touch relationships with key merchants to drive retention. Consistently met and improved monthly SLAs, ensuring high success ratios across the portfolio.
Operations Executive
Mosambee – Shrutika Enterprises
Mumbai
10.2020 - 10.2021
- Focused on field operations in the POS sector
- Managed field operations and coordinated with regional teams
- Handled installation/de-installation requests, service MIS, and technical escalations
Assistant Manager
Axis Bank
Mumbai
05.2020 - 10.2020
- Involved in operational management and compliance at a banking institution
- Managed MID processes, MPOS audits, refunds, and vendor coordination
- Ensured compliance, resolved cross-functional issues, and maintained documentation standards
Operations Executive
Worldline India Pvt. Ltd. (via Blue Crest Payroll)
Mumbai
12.2016 - 03.2020
- Conducted merchant onboarding and compliance
- Onboarded merchants for Yes Bank, PNB, OBC, DCB & IndusInd Bank
- Verified KYC, MID/TID data, and coordinated with risk and banking teams
- Managed system updates and ensured accuracy in merchant configuration
Education
Bachelor of Commerce -
University of Mumbai
Mumbai, India06.2013
Skills
- End-to-End Merchant Lifecycle Management
- Digital Product Ecosystem Deployment
- Technical Implementation and API Integration Support
- Regulatory Compliance, KYC, and AML Scrutiny
- Business Process Mapping and Workflow Optimisation
- Multi-partner stakeholder and vendor coordination
- SQL-Based Data Validation and Success Ratio Monitoring
- Service Level Agreement (SLA) and MIS Management
Accomplishments
- Recognized for excellent performance and consistently going the extra mile in resolving high-impact banking and payment escalations.
- Successfully supported multiple POS and payment system enhancements through effective requirement analysis and UAT coordination.
- Built strong working relationships with banking partners and cross-functional internal teams.
Timeline
Manager
Razorpay POS
05.2025 - 01.2026
Team Leader
Worldline ePayments India Pvt. Ltd
02.2022 - 04.2025
Operations Executive
Mosambee – Shrutika Enterprises
10.2020 - 10.2021
Assistant Manager
Axis Bank
05.2020 - 10.2020
Operations Executive
Worldline India Pvt. Ltd. (via Blue Crest Payroll)
12.2016 - 03.2020
Bachelor of Commerce -
University of Mumbai