Open To Work
Vivek Verma
Delhi
Summary
Results-oriented Business Analyst and Operations Leader with 11+ years of experience. Expert in leveraging data analytics to drive category growth, optimize merchant ecosystems (ONDC), and streamline complex payout/inventory processes. Proven track record in managing high-volume customer service operations, scaling multi-channel support teams, and bridging the gap between technical issues and business solutions.
Overview
11
11
years of professional experience
Work History
Manager (Operations & Customer Service)
Kult E-commerce Pvt. Ltd
Delhi
09.2025 - Current
- Business Analysis & Ops: Direct daily sales tracking and warehouse-level inventory (GRN/PO cycles). Use data to reconcile quality (Pass/Reject) and improve procurement accuracy.
- Strategic Stock Management: Analyze SKU shelf-life data to initiate targeted promotional offers with the Marketing team, minimizing stock expiry.
- Service Leadership: Lead a 10-member multi-channel team. and collaborate with Tech to resolve payment/coupon glitches.
Collection Manager
SSS Solutions (ONS Services Ltd)
05.2025 - 09.2025
- Managed recovery operations for Paytm Postpaid with a team of 50 agents.
- Utilized Daily Recovery Reports (DRR) to analyze team performance and hit monthly collection targets.
Asst. Manager (Business Analyst & Category Growth)
PAI Platforms (ONDC)
11.2024 - 03.2025
- Managed ONDC ecosystem operations, focusing on data-backed merchant onboarding and accurate payout disbursements for buyers, sellers, and logistics.
- Optimized workflows for BRR and provisions to ensure operational excellence.
Asst. Manager (Business Analyst)
One97 Communications (Paytm)
05.2020 - 03.2024
- Growth Metrics: Tracked Soundbox & Photo QR orders; conducted campaign burn analysis and fraud checks.
- Cost Efficiency: Optimized SMS campaigns and translated market insights into product development solutions.
Team Lead (Business Analyst)
Paytm Mall
08.2018 - 04.2020
- Mapped customer behavior and drove traffic via affiliates; prepared inventory projections and board-level data decks.
Sr. Associate (Process Analyst)
Paytm
01.2017 - 08.2018
- Managed IVR architecture, automated Excel reporting, and utilized SQL for data-driven KPI tracking.
Executive (Consumer Insights & BI)
Aircel Limited
09.2015 - 01.2017
- Delivered circle-wise CRM reports and ensured 100% compliance with DOT and Term Audit guidelines.
Education
Bachelor’s - arts
Kumaun University
Rudrapur, Nainital05-2004
Skills
- Business Intelligence
- SQL
- Inventory Forecasting
- Campaign Analysis
- ONDC Ecosystem
- Payout Optimization
- Merchant Onboarding
- Multi-channel Team Management
- IVR Flow Design
- Stakeholder Coordination
- Process Improvement
- Meta-base
- Uni-Commerce
- Advanced Excel
- VBA
- Business Intelligence Reporting
- Google Data Studio
- Big Query
- Looker
- Starburst
- CRM Systems
- Razor Pay
- Razor Pay X
- IVR Management
- Inventory Management Software
Technical Toolkit
SQL, Meta-base, Uni-Commerce, Advanced Excel (VBA/Macros), Business Intelligence Reporting, Google Data Studio, Big Query, Looker, Starburst, CRM Systems, Razor Pay, Razor Pay X, IVR Management, ONDC Framework, Inventory Management Software
Core Skills
Business Intelligence, SQL, Inventory Forecasting (GRN/PO), Campaign Analysis, ONDC Ecosystem, Payout Optimization, Merchant Onboarding, Multi-channel Team Management (Voice, Chat, Social), IVR Flow Design, Stakeholder Coordination, Process Improvement
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteHybridSalary Range
£160000/yr - £200000/yrTimeline
Manager (Operations & Customer Service)
Kult E-commerce Pvt. Ltd
09.2025 - Current
Collection Manager
SSS Solutions (ONS Services Ltd)
05.2025 - 09.2025
Asst. Manager (Business Analyst & Category Growth)
PAI Platforms (ONDC)
11.2024 - 03.2025
Asst. Manager (Business Analyst)
One97 Communications (Paytm)
05.2020 - 03.2024
Team Lead (Business Analyst)
Paytm Mall
08.2018 - 04.2020
Sr. Associate (Process Analyst)
Paytm
01.2017 - 08.2018
Executive (Consumer Insights & BI)
Aircel Limited
09.2015 - 01.2017
Bachelor’s - arts
Kumaun University