Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Projects
Awards
Training
Timeline
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SHAJI P V

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
SHAJI P V