Sonali S
Team Lead Business Operations
Bangalore,KA
Summary
Results-oriented Team Lead with over 5 years of progressive experience in global payment operations, specializing in process automation, partner onboarding, and cross-regional collaboration. Adept at leading high-performing teams to deliver operational excellence across Africa, APAC, and the Americas. Recognized for driving continuous improvement, optimizing workflows, and achieving ambitious delivery targets—including a 97% on-time delivery rate in key markets. Proven ability to foster strong client relationships, implement knowledge transfer programs, and champion automation initiatives that significantly reduce manual effort and enhance accuracy. Committed to stakeholder engagement, compliance, and delivering measurable business impact in fast-paced environments.
Overview
2026
2026
years of professional experience
Work History
Team Leader
TerraPay
2025 - Current
- Managed large transaction volumes across Africa, APAC, and the Americas with a high-performing team. Achieved a 97% delivery rate within one minute in key African markets, including Benin, Liberia, Ghana, and Congo DRC. Led automation initiatives that reduced manual work by 50%, minimizing human error.
- Part of onboarding, knowledge training, and quality assurance, implemented knowledge transfer and training programs to enhance onboarding processes and team effectiveness.
- Enhanced process documentation and executed key changes to improve operational efficiency and accuracy.
- Fostered strong partnerships and promoted collaboration to uphold service standards. Assigned tasks, monitored output, and resolved issues to ensure timely project delivery.
- Participated in internal and external audits, creating and sharing all relevant documentation.
- Achieved SLA with a strong track record and consistently maintained customer statistics, with ratings of extremely satisfied.
Senior Associate
TerraPay
2022 - 2024
- Managed key partner relationships to maintain high client satisfaction, and resolve transaction issues.
Served as the primary contact for escalations, ensuring prompt resolution of operational challenges. - Collaborated with partners and the Director of Business Operations to align initiatives and enhance performance. Collaborated with cross-functional teams to drive the successful completion of complex projects within deadlines.
- Facilitated process documentation with internal audit teams to ensure compliance and identify improvement areas.
- Recognized for exceptional service delivery and achievement of key business objectives.
- Oversaw daily workflow management, proactively resolving issues to minimize disruptions.
- Prepared comprehensive reports for management, supporting data-driven decisions, and operational improvements.
Assocaite Business Operations
TerraPay
2020 - 2022
- Configured and mapped partners and currencies for forex operations. Facilitated partner onboarding and confirmation processes to align with operational standards. Oversaw voucher management, ensuring accurate processing and timely issue resolution.
- Handling day-to-day operations to ensure smooth and hassle-free functioning. Handling and resolving complaints, handling escalations, and ensuring minimal delay in the processing of transactions. Efficiently addressed partner queries using CRM tools, resolving inquiries within defined SLAs.
- Coordinated clearance processes for transactions involving IMPS, NEFT, RTGS, and UPI. Improved transaction flow management for partners across Africa, Americas, and APAC markets. Streamlined daily operations to enhance transactional efficiency.
- Facilitated regular client interactions to address concerns and enhance process improvement strategies. Educated clients on account services while resolving inquiries regarding statements and balances. Created documentation, status reports, and presentations for assigned clients.
Education
Bachelor Of Commerce (B.Com) - Finance
M S Ramaiah College Of Arts Science Bangalore
04.2001 -
Skills
Core Skills
Accomplishments
Awarded for “Going Above and Beyond” in 2023 and 2025 for exceptional performance, dedication, and consistently exceeding operational goals at TerraPay.
Timeline
Bachelor Of Commerce (B.Com) - Finance
M S Ramaiah College Of Arts Science Bangalore
04.2001 -
Team Leader
TerraPay
2025 - Current
Senior Associate
TerraPay
2022 - 2024
Assocaite Business Operations
TerraPay
2020 - 2022