Udit Saha
Bengaluru
Summary
Results-driven Operations Manager with 10+ years of experience in the BFSI sector, specializing in Fin-tech, Merchant Onboarding & Support, KYC, Customer Success, Vendor Management, and Insurance. Recognized for a flexible and innovative approach to solving operational challenges, both routine and complex. A disciplined leader with a track record of motivating teams to exceed performance goals. Strong communicator with a proactive and adaptable mindset, ensuring seamless alignment with business and employee needs. Possesses a solid operations background, meticulous attention to detail, and a commitment to excellence.
Overview
11
11
years of professional experience
Work History
Manager- Compliance and Operations
Acko General Insurance Pvt Ltd
03.2023 - Current
- Led a team of 70 associates responsible for KYC validation of health and partnership claims, improving accuracy rates by 25% and reducing verification turnaround time (TAT) from 48 hours to 24 hours with 98% compliance to regulatory guidelines.
- Optimized the compliance reporting process for regulated monthly, quarterly, and annual reports, reducing turnaround time by 35% and enhancing the company's rapport with IRDAI through improved accuracy and efficiency.
- Collaborated with the Risk team to develop a CX risk metrics review module with defined triggers to assess service levels and customer experience. This initiative reduced manual backlog, enhanced efficiency, and led to a 4% reduction in operational costs.
- Monitored daily operations to ensure adherence to industry-standard SLAs and TAT, maintaining a 98% compliance rate and reducing processing delays by 40%.
- Developed an RCA analysis module using the ACPT model, which helped identify and eliminate recurring process inefficiencies, leading to a 30% improvement in service quality and a 20% reduction in escalations, significantly boosting customer satisfaction.
- Managed a team of 20 associates handling social media, grievance, and CEO escalations, successfully reducing response time from 36 hours to under 16 hours and increasing resolution efficiency by 30%
- Integrated Freshdesk with internal tools, reducing manual intervention by 40%, decreasing first-response time by 50%, and improving ticket resolution efficiency by 25%.
Assistant Manager- Onboarding and Risk
Razorpay Software Pvt Ltd
12.2020 - 03.2023
- Managed end-to-end Merchant Onboarding Risk with a team size of 50+ associates for 25,000+ merchants across Enterprise, KAM, SME, Partnership, and Self-Serve categories, ensuring seamless integration and activation.
- Led multiple KYC Risk programs including audits and creating automated dashboard to ensure correct tracking of transactions and adherence of Risk guidelines.
- Optimized priority activation for Sales-managed merchants, reducing turnaround time (TAT) from 5 days to 1 day, while implementing customized pricing structures to maximize revenue.
- Collaborated with Banking Solutions, Operations, and business teams to enhance terminal procurement efficiency and re-align MCC categories, leading to a 20% reduction in incorrect categorization issues.
- Revamped the entire Onboarding Risk SOP, cutting approval bottlenecks and enhancing merchant satisfaction, contributing to a 35% increase in positive merchant feedback.
- Reduced Onboarding TAT from 12 days to 1.6 days within just 8 months, significantly accelerating revenue realization.
- Implemented Welcome Calling and NC Calling, driving a 15% improvement in Net Promoter Score (NPS) through proactive merchant engagement.
- Worked on creating SOP, optimizing TATs for high-risk categories and refining processes for greylisted merchants, reducing onboarding friction by 30%.
- Trained and managed the pilot batch for the callback option for merchants, improving customer retention and reducing drop-offs by 12%.
- Led automation of self-serve options, enabling merchants to resolve common queries independently, reducing support tickets by 40% and enhancing the overall experience.
- Designed and implemented KRA metrics at both team and process levels, leading to a 20% improvement in overall operational efficiency.
Team Leader - CRM Operations
Ola Financial Services Pvt Ltd
06.2019 - 09.2020
- Oversaw daily and weekly workload and consistently achieved productivity targets
- Improved team efficiency and productivity by restructuring workflow and managing assignments
- Adhered to applicable SOP, guidelines and requirements, and assisted team in doing same
- Contributed to interviewing process and made new hire recommendations
- Handled C-SAT project and managed to achieve 70% score at program level for consecutive six months.
Assistant Team Leader
Firstsource Solutions Pvt.Ltd
02.2014 - 02.2019
- Handled a team of 15 members
- Manage escalation and gave real time resolution.
Education
Bachelor of Arts - English
National University of Education
Bengaluru, IndiaSkills
- Fintech and Payments
- Merchant Onboarding-KYC and Risk
- Problem Solving
- Project Management
- Operations Management
- Customer Success
Timeline
Manager- Compliance and Operations
Acko General Insurance Pvt Ltd
03.2023 - Current
Assistant Manager- Onboarding and Risk
Razorpay Software Pvt Ltd
12.2020 - 03.2023
Team Leader - CRM Operations
Ola Financial Services Pvt Ltd
06.2019 - 09.2020
Assistant Team Leader
Firstsource Solutions Pvt.Ltd
02.2014 - 02.2019
Bachelor of Arts - English
National University of Education
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