Headline

Capability and Process Excellence Manager @ Cashfree Payments

About

As a Capability and Process Excellence Manager at Cashfree Payments since April 2026, I contribute to the organization’s operational success by leveraging expertise in workforce and performance management. My previous roles as an Assistant Manager and Team Lead at the same company honed my ability to oversee business development initiatives and optimize processes effectively. With a Master’s degree in Education from Rabindra Bharati University and a Bachelor’s in Philosophy from Vivekananda College for Women, I bring a strong academic foundation to leadership roles. My career is driven by a commitment to delivering operational efficiency and fostering team growth while aligning efforts with organizational goals.

Location

Greater Bengaluru Area

AI stack

claude

gemini

notebooklm

openai

Canva Magic Studio

Gamma

Work experience

Process Excellence Training And Quality Manager at Cashfree Payments, Apr 2026 - Present · 7 mos, On-site, At Cashfree Payments, I played a pivotal role in enhancing operational efficiency and compliance through innovative process improvements. My responsibilities included designing automation solutions for chargeback management and merchant activation, as well as managing regulatory compliance initiatives. I also contributed to the automation of care ticket classification and sentiment analysis, streamlining operations across the organization.

Assistant Manager at Cashfree Payments, Oct 2023 - Mar 2026 · 2 yrs 6 mos, On-site, • Spearheaded automation initiatives, achieving a ~40% reduction in audit volume through API-driven checks and AI tools. • Oversaw end-to-end UAT and go-live testing for KYC flows, translating findings into actionable product requirements. • Enhanced Merchant Onboarding accuracy from ~70% to 95%, significantly reducing Banking Ops error rates from 31% to 6%.

Team Lead | Quality and Merchant Onboarding at Cashfree Payments, Aug 2022 - Nov 2023 · 1 yr 4 mos, Bengaluru, Built the quality function from scratch - first quality matrix across onboarding products and GenOps - Audited 10,900+ cases across 8 streams in year one; 93% team PKT score, rebuttal rate under 3% - Represented Quality in external audits (IMSL, Amazon Pay, Deloitte, SCB), closing all bank-mandated action points - Logged 20+ product enhancement proposals (maker-checker, API verification, risk-based approvals) later built into the platform

Senior Quality Assurance Specialist at PhonePe, Dec 2021 - Aug 2022 · 9 mos, Bengaluru,  Query to Resolution maintained within 24 business hours. Any escalation closed with an RCA and calibration with respective stakeholders.  Maintaining an Operations health Report keeping the Quality assurance target above 90% on the overall process.  Manage staff roaster and workforce planning to ensure the business is running as usual.  Planned and unplanned shrinkage was maintained below 5%  Monthly discussion of the targets achieved by the team for visibility  Incorporated Quality Monitoring for several verticals in Operations. Created Quality Parameters to create Legends for each parameter.  Worked and monitored processes like Merchant Helpdesk, Business Development Out calling process, Recharge and Bill payments and Settlement Queries.  Automated the inflow for Freshdesk-related processes in the Transmon Tool.  BOT Flow analysis for new BOT introduced in the PhonePe business App.  MSAT Audit for DSAT received in merchant helpdesk by completing ACPT analysis.  Created the Quality SOP for all the functionality under Q&T.  Root Cause Analysis and ATA for internal QA and Vendor partners for Quality assurance.  Compliance Audits  Ownership for Operational SOPS for Compliance Queries.  Created a standard daily dashboard for QA that is to be shared with the internal team and vendor partner.  New project pre and post analysis to understand overall impact of the project on merchant experience.  Vendor partner calibration and performance management.  Incorporated a defect management for Marketing products  BQ Management and ZTP process creation for Helpdesk and Onboarding Teams.  Conducting MBR and WBR for quality and training visibility to Operation.  Induction Tool Kit creation for the training plan for Ops.  Training content and curriculum created for Merchant helpdesk, Business development team, Chargeback, agreement execution and onboarding team.  Initiated Knowledge Bytes Flyers for Process understanding and visibility

Operations Analyst at PhonePe, Oct 2019 - Jul 2021 · 1 yr 10 mos, Bengaluru, Karnataka, India, Key member of the operations team supporting data management, client reporting, trade processes, and problem resolution. Worked closely with the Client Support Services manager and the operations team to ensure the integrity of the data systems Business Development Analyst for PhonePe Switch:  As a BD the responsibility was to assist the companies to acquire new merchants and acquire additional products or services to existing ones; in addition to expanding or the necessity to diversify the clientele.  Helped the merchant to get onboard on the Switch platform so that they can drive business through the existing customer base of PhonePe. Online Long Tail Merchant Onboarding Analyst: Involved working with Sales, Risk, Business Support, Compliance, Merchant Risk, and Integration teams from around the world to gather requirements, execute the needs, and manage the onboarding of a client. Offline Merchant Onboarding: Offline Merchant Onboarding is a business module where any merchant who has a physical store can make PhonePe as their payment option by onboarding themselves as a merchant in the PFB application and generating a QR code scanner. Customer KYC Analyst: As an analyst, primarily reviewed documentation for new customer accounts, evaluates high-risk accounts, and analyses new customer processes and policies. In addition, also reviewed new product proposals and analyzed risk and compliance issues relating to these products.

Lead: Social Media Escalation at bigbasket.com, Jan 2019 - Oct 2019 · 10 mos, Bangalore, Support and manage escalations and small projects of the Managed Services Department, prior to handing them off to Professional Services, while working with and maintaining the relationships between departments and servicing the needs of clients. Social Media Escalation Executive: Handled the complaints received through various Social Media platforms. The key focus was on Solving/answering prospect and customer issues, complaints, questions/queries in close coordination with the other departments. Complaint Management System Executive (Operations): Handling of customer complaints within a company. Criticism is supposed to be evaluated in a way that is systematic and orderly and used to create a positive impact. It is also supposed to resolve the issue that prompted the customer's criticism and escalated internally to the respective team for resolutions.

Operations Support Executive at Elanic(Now part of ShareChat), Jun 2018 - Jan 2019 · 8 mos, Bangalore, Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Education

Master's degree, Education, Stanley Ind

Bachelor of Arts, Philosophy, Vivekananda College for Women