SHAJI P V
Summary
Dynamic payments leader with extensive experience at Bharti Airtel Limited, driving product strategy and enhancing user experience. Proven expertise in payment integration and risk management, coupled with strong cross-functional collaboration skills. Successfully revamped processes, achieving significant improvements in operational efficiency and customer satisfaction.
Overview
5
5
years of professional experience
Work History
Head - Payments (Product, Product Ops) (DGM)
Bharti Airtel Limited
01.2021 - Current
- A) Product Management
- Plan product strategy through market research and bench marking, customer survey and feedbacks and conceptualize new products
- Collaborate with design, engineering and operations team
- Define optimization, features and incorporate into product roadmaps
- Develop payment products and enhance user experience and Udo GTMs (own Digital platform, partner platform, BBPS, Tokenization, Offline payments at airtel stores, other offline payments)
- Integrate data analysis, product metrics, user experience.
- B) Payment integration and solution delivery
- Identify partners (PGs) for payment products and collections, evaluate business scopes and technical evaluation - PayU, Axis, Juspay, Razorpay, APB, Amazon, PhonePE etc
- Onboarding by completion of agreement in coordination with Legal, Regulatory, Finance,, Revenue Assurance, Taxation and Supply Chain Management and , merchant onboarding
- Regular governance and reviews to ensure high success rates
- C) Digitization and transformation
- Design and implement secure, scalable payment solutions across digital and retail channels (Thanks App, Airtel Web, mPos, Airtel Works, BBPS)
- Improve customer experience - Agentic Voice Bot, Intuitive Chat-bot, accretive service portal
- Enhance systems for call centers and touch points for quick and seamless resolutions (service portal)
- Integrate automated tools and systems for back-end resolutions (CASE Manager and Airtel Works)
- Integrate payment products/services at BBPS platform to collect payments (Wi-Fi recharging, DTH Recharging etc.)
- D) Process Management
- Revamp existing process, policies through innovative and simplified approach
- Drive and ensure internal (Finance, Revenue Assurance, Taxation, Legal, Regulatory) and TRAI adherence on process and policy compliances
- Write / revise SoPs for various back end operations/processes
- E) Backend Operations
- Policy and Process owner for payment posting, refund, waivers, late payment charges
- Daily reconciliation of payment posted to customer account
- Resolve complaints within SLAs
- Benchmarking on best practices with telecom and non-telecom industries
- 2016-18 Lead-National Payment Experience
- 2014-16 Lead-Payment Processing
- 2013-14 Manager- Payment Process Engineering & Automation
- 2009-13 Business Analyst (Business Head’s office)
- 2005-09 Senior Executive > Asst. Manager-HR
Education
MBA - Marketing
Himachal Garhwal University
01.2020
BA - Economics
Mahatma Gandhi University
01.2007
Skills
- Technical
- Payment systems (eg card present, online payments, mobile payments, alternative payment methods, payment processing, fraud prevention, compliance, APIs and related technologies
- Agile leadership
- Program delivery and integration
- Cross-functional leadership
- Process improvement
- Risk Management
- Sprint, JIRA, Kibana, Service Now, CRM, Confluence documentation, MS teams, BRD & PRD development
- Leadership
- Leading cross-functional teams and collaborating with various departments
- Mentoring junior Cross functional managers
- Product Management
- Product strategy, road mapping, market research, user experience (UX), A/B testing, agile development, SDLC and product life cycle
- Business Strategy
- Business case development, financial modeling, competitive analysis, market analysis and strategic planning
- Communication & Collaboration
- Stakeholder management, negotiation, presentation skills and experience working with technical and non-technical teams
- Product management
- Payment integration
- Data analysis
- User experience design
- Process optimization
- Regulatory compliance
- Customer relationship management
- Cross-functional collaboration
- Project management
- Stakeholder engagement
- Technical evaluation
- Risk assessment
- Strategic planning
- Problem solving
- Market research
- Computer skills
- Problem-solving
- Decision-making
- Project planning
- Organizational skills
- Teamwork and collaboration
- Relationship building
- Analytical thinking
- Collaboration
- Team management
- Communication
Hobbies and Interests
Social Services.
Projects
Payment products, Quick check-out & Favorite payment mode - MOU increased by 10%, Tokenization and save card optimisation, Web-Intent flow - Success rate improved by 4%, Autopay on UPI & Cards - 3 lakhs customers within 1 years, churn rate reduced by 3.4%, Postpaid & Broadband bill payment on BBPS 35% over BBPS, DTH Recharging on BBPS platform 40% on BBPS, Wi-Fi Recharging listing on BBPS - 5K txns per month - Revenue of 33 Mn by reducing churn, Onboarding of Axis, PhonePe, Amazon Pay & Juspay - 15% increase in success rate, Airtel-Axis Co-branded credit cards, Airtel Works at retail centers - Pay against dynamic QR - 11% increase in digital payment, Razorpay mPOS for field collection - Pay over dynamic QR, Card & Cash over a single POS, Payment - Projects, Agentic Voice-bot for all categories, Chat-bot and Live Chat on Thanks App, Fusion - Transaction History and search, CASE Manager & Airtel Works for automated complaint resolution, Automated acquisition payment and refund journey, Bar-code based cheque collection and tracking, TTSL acquisition migration, DTH Recharging migration to BBPS platform, Dynamic QR Code based payment collection, Bundled products - OTT subscriptions, Digitization of e-receipts - email, whatsapp & SMS, Onboard all payment gateways and partners to Airtel Payment Bank platforms, Common Order Manager for acquisition journey, Co-Branded acquisition journey with multiple partners
Awards
Excellence award for integrating Wi-Fi recharging to BBPS, Excellence Award for TTSL acquisition migration, Excellence Award for reduction of 65% interactions in payment not posted within 3-quarters, Excellence award consecutively for 2 quarter for successfully executing various projects
Training
- 5-days training on Project Management Program
- Various Functional and behavioural trainings
Timeline
Head - Payments (Product, Product Ops) (DGM)
Bharti Airtel Limited
01.2021 - Current
MBA - Marketing
Himachal Garhwal University
BA - Economics
Mahatma Gandhi University
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