Headline

Senior Operations Leader | Fintech & Payments | Operations Transformation | AI & Automation | Customer Success | Business Excellence

About

94% CSAT. First time in the industry!!! That's what happens when you stop treating operations as a support function and start treating it as the product. I'm Ankush — a Fintech Operations leader with 13 years across Paytm, MARG Fintech, and Razorpay. My work sits at the intersection of operations, product, and people — and I've spent most of my career figuring out how to make complex payment ecosystems work cleanly at scale. At Razorpay, I lead customer success operations for 30,000+ merchants on India's largest payment gateway. In the last three years, I rebuilt the merchant experience from the ground up — reducing average interactions from 4+ to under 2, moving NPS from 48 to 61, cutting key account resolution time by 75%, and eliminating social media escalations to near zero across all platforms. Beyond the metrics, I've been building. I designed and deployed a workflow automation system using Python, N8N, and Google Scripts that replaced manual compliance processes entirely — 50% of volume automated, cost saved, now scaling across teams. I use AI tools daily — Claude, ChatGPT, Gemini — for RCA documentation, leadership reporting, and product roadmap input. I operate across three modes: running operations at scale, bridging product and engineering with structured insights, and building systems that outlast the person who built them. Fintech. Payments. Operations. Product. Program Management. India. Singapore. Dubai. APAC. If you're building something that needs all of the above — let's connect.

Location

Bengaluru

AI stack

claude

gemini

ChatGPT

Work experience

Senior Manager Operations Customer Success at Razorpay, Oct 2024 - Present · 2 yrs 1 mo, Leading customer success operations for 30,000+ merchants on India's largest payment gateway — owning the full merchant lifecycle from pre-onboarding compliance through post-onboarding success. Key outcomes delivered: • Merchant Experience: Redesigned case handling framework reducing average merchant interactions from 4+ to under 2 — driving CSAT from 77% to 94% (industry highest) and NPS from 48 to 61 • SLA Performance: Reduced resolution time by 75% for managed accounts (14hrs to 3.5hrs) and 56% for unmanaged base (17hrs to 7.5hrs) • Automation: Architected workflow automation using Python, N8N & Google Scripts eliminating 50% of manual compliance volume — saving INR 50L annually, optimising 5 FTE headcount; scaling to additional teams • Escalation: Eliminated social media escalations across Twitter/X, LinkedIn & Facebook from 12/month to near zero • Team: Governed 100+ blended workforce (40 direct + BPO FTEs) as Transition Manager and Site Leader • Product Bridge: Conducted structured RCAs to surface product gaps, defined requirements, and contributed to engineering-tracked roadmap improvements Skills: Payment Gateway Operations · SLA Management · NPS/CSAT · Workflow Automation · Python · N8N · Program Management · Vendor Management · Stakeholder Engagement

Operations Manager, Customer Success at Razorpay, Nov 2022 - Sep 2024 · 1 yr 11 mos

Product Operations Manager at Paytm, Mar 2022 - Jul 2022 · 5 mos, Delhi, India, Led Fastag Operations and Growth team at Paytm — one of India's largest digital payment ecosystems — overseeing customer onboarding, product development pipeline, and growth strategy execution. • Built analytical dashboards tracking Fastag funnel performance, user journeys, and campaign effectiveness — enabling data-driven growth decisions • Identified and executed process improvement opportunities reducing operational costs through cross-functional collaboration • Championed data quality and reporting standards across business product owners Skills: Fastag · Product Operations · Data Analytics · Process Improvement · Digital Payments

Product Operations Manager at MargPay, Aug 2020 - Apr 2022 · 1 yr 9 mos, Delhi, India, Established and scaled B2B payment operations from inception — building merchant onboarding infrastructure, settlement processes, reconciliation frameworks, and business reporting for a new payment ecosystem. • Managed end-to-end merchant lifecycle including KYC, agreements, settlements, and refunds • Collaborated with Product and Engineering to translate merchant feedback into product improvements • Drove process automation initiatives ensuring scalability and operational continuity Skills: B2B Payments · Merchant Onboarding · KYC · Payment Operations · Process Automation

Product Operations Manager at P C Financial Services Private Limited, Feb 2020 - Aug 2020 · 7 mos, Gurugram, Implemented comprehensive merchant onboarding programs, managed payment operations, and executed product marketing initiatives to drive platform adoption. • Designed and managed customer service teams ensuring seamless multi-channel operations and SLA adherence • Combined leadership, marketing, and operational expertise to drive measurable business outcomes Skills: Merchant Onboarding · Customer Service Operations · Product Marketing

Junior Manager Operation at Paytm, Jul 2015 - Feb 2020 · 4 yrs 8 mos, Noida Area, India, Built core fintech operations expertise across 5 years during Paytm's critical growth phase in India's digital payments revolution — developing foundational knowledge across payment gateway operations, offline payments, and field infrastructure. • Offline Payments Operations — managed merchant network and transaction volumes across Tier 2/3 markets • Payment Gateway Operations — end-to-end transaction monitoring, dispute handling, and merchant support • EDC/POS Machine Operations — deployment, onboarding, and operational support for point-of-sale infrastructure Skills: Payment Gateway · Offline Payments · EDC/POS Operations · Merchant Support · Fintech

Education

Postgraduate Degree, Operations Management and Supervision, Symbiosis Centre for Distance Learning

PGDBA, Operation, SCDL