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
Similar Profiles
Dr.Athira Devi SureshDr.Athira Devi Suresh
Medical Expert Specialist & Technical Underwriting at ACKO General InsuranceMedical Expert Specialist & Technical Underwriting at ACKO General Insurance
Tousif Khan.ATousif Khan.A
Quality Manager at Acko General InsuranceQuality Manager at Acko General Insurance
Dr. Sooraja BaburajDr. Sooraja Baburaj
Claims Specialist at Acko General InsuranceClaims Specialist at Acko General Insurance