Headline

Nodal Officer & Branch Manager | RBI CMS & CIC Compliance Expert | BFSI Operations Leader | Specializing in Grievance Redressal, Fintech Integrations & Team Leadership

About

Dynamic Operations and Compliance Professional with 4 years of experience in the NBFC and Fintech sectors. As a Nodal Officer and Branch Manager, I specialize in RBI CMS complaint resolution, CIC data integrity (Experian, CRIF), and managing complex regulatory escalations. I have a proven track record of supervising teams of 11+ members, conducting performance reviews for leaders, and maintaining 100% processing efficiency within regulatory timelines. My background includes managing operational compliance for major fintech partners such as Razorpay, PhonePe, Paytm, and Pine Labs. I am passionate about bridging the gap between technical system integrations and strict financial regulatory frameworks

Location

Ahmedabad

Work experience

Grievance Operation Manager at NBFC FINACIAL SERVICES, Sep 2025 - Present · 10 mos, Ahmedabad, Gujarat, India, My core expertise lies in: Regulatory Compliance: End-to-end management of RBI grievances and Nodal responsibilities. Credit Intelligence: Expertise in CIC data management (CIBIL/Equifax) including dispute resolution and reporting. Operational Leadership: Leading cross-functional teams across Collections, Customer Support, and Branch Administration. Legal & Risk: Reviewing agreements and ensuring operational processes align with latest financial laws

Export Coordinator at Falcon Agrifriz Foods Private Limited, Jun 2025 - Sep 2025 · 4 mos, Ahmedabad, Gujarat, India

Senior Operations Executive at Petpooja, Apr 2025 - Jun 2025 · 3 mos, Ahmedabad, Gujarat, India

Senior Executive at Petpooja, Feb 2023 - Jun 2025 · 2 yrs 5 mos, Managed operational coordination and compliance integrations for major Fintech partners including Razorpay, PhonePe, Paytm, Pine Labs, and various banks. Acted as the Single Point of Contact (SPOC) for domestic and international grievance redressal, closing escalations within aggressive SLAs. Reduced compliance discrepancies by 70% by implementing a new structured document scrutiny framework. Led a team of 11 members, overseeing onboarding, KYC validation, and contract compliance for external vendors. Improved Grievance Turnaround Time (TTR) by 25%, directly enhancing partner satisfaction scores. Designed escalation workflows improving grievance resolution efficiency and monitored SLA breach. Developed tracking mechanism to improve governance, incentive accuracy, and process transparency.

Operation executive at Petpooja, Feb 2023 - Mar 2025 · 2 yrs 2 mos, Ahmedabad, collaboration with others to complete daily tasks and offer support to the team.

International operations executive at cFirst Background Checks LLP, May 2022 - Feb 2023 · 10 mos, Ahmedabad, Gujarat, India

International Operations Specialist at cFirst Background Checks LLP, May 2022 - Feb 2023 · 10 mos, Executed global employment and background checks, ensuring data integrity and alignment with international regulatory standards. Performed quality audits on sensitive data sets and coordinated with global HR teams for discrepancy resolution.

Education

Master of Computer Applications - MCA, Computer Science, Gita autonomous college

Bachelore in computer application, Information Technology, Roland Institute of Computer and Management Studies, Berhampur