---
title: "Raghu K - Vice President Operations in Greater Bengaluru Area | Tal"
description: "Meet Raghu K, Vice President - Operations @ Finmo | Fintech & International Payments | Scale 0-to-100+ Operations | KYC/KYB & FRMS Compliance | Credit Risk Governance, Merchant Onboarding & Customer Experience based in Greater Bengaluru Area. AI stack includes claude, openai, and claudecode."
image: "https://tal.club/meet/raghu-k/share-image"
---

# Raghu K on Tal

## Headline

Vice President \- Operations @ Finmo \| Fintech & International Payments \| Scale 0\-to\-100\+ Operations \| KYC/KYB & FRMS Compliance \| Credit Risk Governance, Merchant Onboarding & Customer Experience

## About

Vice President of Operations with 19 years across payments, fintech, lending, merchant scaling, and regulatory compliance, specializing in scalable operating models, risk governance, and technology\-enabled execution frameworks\. Experience spans establishing 0\-to\-100\+ teams and expanding merchant ecosystems from ground level to tens of millions across Finmo, Tata Payments, Paytm, Razorpay Capital, PhonePe, and Ola Money\. At Finmo, I direct end\-to\-end payment operations covering merchant onboarding, fraud risk management, reconciliation, and finance operations, establishing automated, high\-throughput infrastructure while ensuring strict adherence to global regulatory and compliance standards\. My career focuses on converting fragmented processes into automated, high\-yielding operating systems, from launching credit risk architectures to engineering algorithmic settlement engines that pair risk controls with unit economics\. ▸ Reduced merchant onboarding turnaround time by 80% \(4 days to 1 day\) at Finmo, doubling overall go\-live velocity\. ▸ Architected Razorpay Capital's credit eligibility framework, lowering NPA by 30% while scaling loan disbursals 2X month\-on\-month\. ▸ Engineered automated KYB infrastructure at Finmo, reducing end\-to\-end verification turnaround to under 60 minutes\. ▸ Scaled PhonePe’s merchant base from 2 million to 24 million and daily settlements from 1\.3 lakh to 8\.4 lakh\. ▸ Completed 5 comprehensive regulatory and internal audits at Tata Payments with 100% compliance adherence\. ▸ Increased Merchant Satisfaction \(MSAT\) from 30% to 65% at PhonePe through self\-service and CRM platform deployments\. KYB Automation, Credit Risk Governance, Fraud Risk Management, Merchant Onboarding, Payment Settlement Systems, Reconciliation, Dispute Resolution, Lending Operations\.

## Location

Greater Bengaluru Area

## AI stack

claude

openai

claudecode

## Work experience

Vice President Operations at Finmo, Aug 2025 \- Aug 2026 · 1 yr 1 mo, Bengaluru, Karnataka, India, Within my experience at Finmo, I directed end\-to\-end payments operations across merchant onboarding, fraud risk, reconciliation, and financial operations\. Achievements: Reduced merchant onboarding turnaround time by 80%, successfully accelerating total execution from 4 days to 1 day\. Effectively doubled the overall merchant go\-live rate through systematic process engineering and workflow redesign\. Consistently maintained 98%\+ reconciliation accuracy across 12 distinct payment service providers to strengthen transaction integrity\. Sustained 100% adherence to fraud and dispute\-resolution SLAs while simultaneously cutting dispute\-to\-transaction ratios by 50%\. Designed and deployed automated KYB infrastructure, successfully reducing end\-to\-end KYB verification turnaround to under 60 minutes\. Skills: Merchant Onboarding, KYB Automation, Payment Reconciliation, Fraud Risk Management, Dispute Resolution, SLA Management

Head of Operations at Tata Group, Sep 2024 \- Aug 2025 · 1 yr, Bengaluru, Karnataka, India, During my tenure at Tata Payments, I established operational governance, regulatory frameworks, and payment processing structures from the ground up\. Achievements: Increased overall reconciliation accuracy to 100% and reduced reconciliation errors by 99% through systematic automation\. Accelerated daily settlement processing times by 4 hours while enforcing strict financial controls across all streams\. Successfully maintained 100% SLA adherence across all daily settlement, chargeback, and dispute resolution operations\. Authored core operational policies and structural frameworks covering merchant onboarding, disputes, chargebacks, and settlements\. Enhanced Fraud Risk Management System \(FRMS\) capabilities by introducing critical transaction monitoring controls\. Completed 5 regulatory audits comprising 3 internal and 2 external reviews with 100% compliance adherence\. Skills: Operational Governance, Settlement Systems, Chargeback Management, FRMS Enhancement, Regulatory Audits, Financial Controls

Head of Operations \- Lending at Razorpay, Apr 2022 \- Nov 2023 · 1 yr 8 mos, Bengaluru, Karnataka, India, Within my experience at Razorpay Capital, I led credit operations, collections, risk controls, and customer lifecycle operations for a ₹200\+ crore portfolio\. Achievements: Architected credit eligibility and approval systems, successfully reducing overall NPA rates by 30%\. Enabled limit disbursals to scale 2X month\-on\-month, expanding total loan portfolio to ₹200\+ crore within 6 months\. Conceptualized end\-to\-end Loan Origination System \(LOS\) requirements, successfully lowering processing errors by 70%\. Reduced loan application processing turnaround time from 4 hours down to 30 minutes through digital integration\. Built in\-house collections and nationwide agency networks, increasing collection efficiency from 60% to 85%\. Lowered customer contact rates by 46% by introducing BOT, WhatsApp, Chat, and Portal self\-service channels\. Conceived and drove the requirements for a Loan Operations System, partnering with the tech team to build it — creating a centralised platform for lending operations Built and optimized a self\-serve BOT, scaling adoption from 0% to 40% and significantly reducing manual contact volume Reduced KYC review timeline from 4 hours to 30 minutes \(87% faster\) by streamlining verification workflows Led CRM implementation and process engineering for merchant lifecycle, bank relations, and finance operations Identified process and product gaps in operational risk, implementing SOPs to strengthen risk mitigation

Senior Manager at PhonePe, Dec 2017 \- Apr 2022 · 4 yrs 5 mos, Bangalore Urban, Karnataka, India, Built and scaled merchant operations, reconciliation, and customer experience functions, managing a combined team of 50 in\-house L2 staff and 2 outsourced partners \(peaking at 300 staff, optimised down to 180\)\. • Improved Merchant Satisfaction \(MSAT\) from 30% to 65% through CRM implementation, process excellence, and OSP restructuring • Reduced contact rate from 3% to 0\.8% by identifying and eliminating root causes across the merchant journey • Built and led ticket automation end\-to\-end, scaling BOT\-driven resolution from 0% to 35% • Optimised outsourced partner \(OSP\) staffing from 300 to 180 while maintaining service levels, through process efficiency and automation • Owned end\-to\-end merchant reconciliation, balance confirmation, and settlement controls • Led merchant onboarding, chargeback operations, and dispute resolution • Drove process design, forecasting, and planning across Level 1 \(OSP\) and Level 2 teams Customer Experience \(Dec 2017 – April 2019\) \(kept as\-is\) • Strengthened Level 2 operations, reducing average issue resolution time from 5 days to 2 days • Set up a contact reduction process that directly lowered manpower requirements across OSPs • Set up an escalations queue for repeat callers, enabling specialized resolution within TAT • Drove in\-app communication changes to improve visibility of transactional information for customers, resulting in improved CSAT and reduced contacts

Head of CS at Ola Money, Aug 2015 \- Dec 2017 · 2 yrs 5 mos, Bengaluru, Karnataka, India, Built customer service, compliance, and operational risk functions from zero for Ola's prepaid payments business, scaling the team to 100\+ across multiple functions\. • Built Ola Money's Customer Service function from the ground up, including PPI operations setup for Zipcash Payments Pvt\. Ltd\. • Established inbound and outbound operations — email, call, and BOT channels — from inception • Grew and led a team of 100\+ from zero, spanning CS, operations, onboarding, and risk functions • Set up operational planning, process excellence, and CRM implementation frameworks • Led merchant onboarding and support, implementing streamlined onboarding processes • Successfully cleared recurring RBI audits, maintaining full regulatory compliance • Built the Operational Risk Management team from scratch to identify and mitigate fintech\-specific risks

## Education

Postgraduate Degree, Senior Management Program, Indian Institute of Management Kashipur

B\. Sc\., Mathematics, Annamalai university

[View the original profile](https://tal.club/meet/raghu-k)

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