VIVEK KRISHNAN
Bengaluru,KA
Summary
Strategic fintech and customer operations leader with 20 years of experience driving merchant lifecycle management, customer success, partner operations, and operational excellence across fintech, telecom, and e-commerce industries. Proven expertise in scaling onboarding operations, improving CSAT, optimizing SLA performance, leading cross-functional teams, and delivering business growth through process transformation and stakeholder collaboration.
Professional leader with extensive experience in driving strategic initiatives and fostering effective team collaboration. Strong background in project management, budget oversight, and stakeholder engagement, ensuring organizational goals are met efficiently. Known for adaptability, reliability, and focus on achieving impactful results. Skilled in leveraging data-driven insights, optimizing processes, and mentoring teams to excel in dynamic environments.
Overview
11
11
years of professional experience
Work History
ASSOCIATE DIRECTOR - MERCHANT OPERATIONS
Razorpay
Bengaluru, India
04.2025 - 04.2026
- Directed end-to-end merchant pre-onboarding operations ensuring compliance adherence and high service quality standards.
- Spearheaded Merchant First Resolution initiatives to improve merchant experience and onboarding efficiency.
- Managed onboarding partner ecosystem and vendor SLA governance.
- Streamlined operational processes, resulting in improved efficiency and reduced turnaround times.
- Developed and executed training programs to elevate team performance and drive engagement.
- Collaborated with stakeholders to align business objectives with product roadmap priorities.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
- Prioritized tasks and allocated resources appropriately to keep teams focused and productive.
- Assisted senior leadership in managing all aspects of operations.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
SENIOR MANAGER - OMNI-CHANNEL OPERATIONS & PRE-ONBOARDING
Razorpay
Bengaluru, India
05.2022 - 03.2025
- Managed omni-channel merchant support operations across chat and click-to-call channels.
- Executed outsourcing transitions that expanded operational capacity and improved scalability.
- Led process improvement initiatives that reduced support dependency and improved operational efficiency.
PARTNER MANAGER
Shopee
Bengaluru, India
12.2021 - 04.2022
- Managed contact center operations across Pan India ensuring KPI achievement aligned with SLAs.
- Conducted workforce planning, forecasting, and scheduling to support operational readiness.
BUSINESS MANAGER
Bharti Telemedia Limited
Chennai, India
12.2016 - 11.2021
- Managed Airtel DTH retention operations for South India focusing on churn reduction and customer retention.
- Designed dialer planning and staffing strategies to maximize productivity.
OPERATIONS MANAGER
Concentrix
Bengaluru, India
10.2015 - 12.2016
- Managed contact center operations ensuring SLA compliance and operational efficiency.
- Delivered operational insights and productivity improvement initiatives.
Education
Graduation - Bachelor of Commerce
Delhi University
07-2005
CBSE - Class XII -
DAV Public School
01-2002
Skills
- Operational Excellence
- Merchant Lifecycle Management
- Customer Success & Retention
- Service Delivery Management
- Vendor & Partner Management
- Workforce & Capacity Planning
- KPI & SLA Governance
- Risk & Compliance Coordination
Accomplishments
- Completed the 'Leading Edge' Leadership Development Program at Razorpay.
- Received appreciation from Airtel for planning and implementation initiatives.
Earlier Career Experience
- Operations Manager - Aegis
- Assistant Manager - Atcis Technology
- Assistant Manager - Aegis
- Team Leader - Aegis
- Team Leader - Magus Customer Dialog
- Customer Care Executive - Kankei
Timeline
ASSOCIATE DIRECTOR - MERCHANT OPERATIONS
Razorpay
04.2025 - 04.2026
SENIOR MANAGER - OMNI-CHANNEL OPERATIONS & PRE-ONBOARDING
Razorpay
05.2022 - 03.2025
PARTNER MANAGER
Shopee
12.2021 - 04.2022
BUSINESS MANAGER
Bharti Telemedia Limited
12.2016 - 11.2021
OPERATIONS MANAGER
Concentrix
10.2015 - 12.2016
Graduation - Bachelor of Commerce
Delhi University
CBSE - Class XII -
DAV Public School