Yatish Saxena profile photo 1 on Tal

Yatish Saxena

CSOO & CXO @ OneAssist | Chief Operating Officer | INR 2,000 Cr+ | Consumer Insurtech | Fintech | Ecommerce | Logistics | IIM-Calcutta | Lean Six Sigma Black Belt

Greater Delhi Area

7+ years of work experience

OneAssist Consumer Solutions
Feb 202610 mosPresent

Bengaluru

India's leading Consumer Insurtech company — INR 2,000 Cr+ topline, 20 Mn+ customer contracts, 1,000+ cities across 19,000 pin codes. Leader in device protection, assistance and tech-enabled CX with strong partnerships across OEMs, retailers, BFSI, fintech and enterprise brands. Recognised among India's Most Trusted Brands, winner of Most Innovative AI Product award, Top 75 Workplaces in BFSI, and Great Place to Work for the 5th consecutive year. Business & Revenue: Driving topline contribution through service monetisation across Personal Electronics, Consumer Durables and Digital Protection lines. Owning P&L, cost-to-serve optimisation and revenue governance across all service categories. Business Operations: Leading end-to-end operations including customer onboarding, plan activation, insurance claims settlement, warranty fulfilment and reconciliation of financial obligations across insurance and service partners. Managing 200+ on-roll and off-roll team across operations, logistics and service network. Customer Experience: Owning CX charter — escalations, social media, NPS, service recovery and complaint resolution at scale of 20 Mn+ contracts. Driving continuous improvement across all customer touchpoints and feedback loops. Strategy & Governance: Driving AI integration across full customer lifecycle — from acquisition and onboarding to claims resolution and renewals — aligned with company GenAI roadmap. Institutionalising Lean/Six Sigma-led continuous improvement and data-driven decision-making across 1,000+ cities. People & Organisation: Building and mentoring a high-performing, geographically distributed team. Establishing execution rhythm, performance cadence and SOP discipline across on-roll and off-roll workforce.
FINAGG Technologies Private Limited
Mar 20251 yrFeb 2026

India's leading lending platform operating across LSP, TSP and BaaS layers. Led strategy, P&L and multi-vertical operations managing INR 700 Cr+ AUM and INR 500 Cr+ monthly disbursals. Worked closely with founders and led monthly investor reviews — presenting portfolio performance, risk metrics and growth outlook to board stakeholders. Business & Revenue: Delivered 10%+ MoM growth with EBITDA-positive operations. Built lender–anchor ecosystem enabling high-velocity MSME credit flows across LSP, TSP and BaaS. Improved ROI by 1% through AI/ML-driven underwriting and risk scoring frameworks. Business Operations: Automated onboarding to collections reducing manual work 60%. Strengthened DPD visibility, early warning signals and credit hygiene. Led 25,000+ MSME interactions monthly, reducing reactive load 50%+. Customer Experience: Deployed ONDC dual-app credit stack for real-time loan discovery. Improved partner and MSME experience through digitised journeys and reduced friction at every touchpoint. Strategy & Governance: Built FLDG norms, credit controls, compliance cadence and lender dashboards. Developed embedded finance and open banking frameworks enabling real-time MSME credit access. Managed RBI, Bank and regulatory audits. Led monthly investor reviews with founders. People & Organisation: Unified OKRs across sales, credit, CX, ops and tech. Built cross-functional execution rhythm via daily and weekly governance cadence. Presented monthly board reports and portfolio heatmaps to investors and board stakeholders — covering AUM, DPD, credit health and growth metrics.
Innoviti Technologies
Jan 20241 yr 3 mosMar 2025

Bengaluru

India's largest integrated payments technology platform — USD 8 Bn+ annual GTV across 200+ enterprise and SMB clients. Owned GTV, revenue, CX and operations nationally. Supported founder-led investor discussions with monthly performance reviews. Business & Revenue: Grew transaction base 14% and telesales funnel 23%. Enhanced retail contribution from 17% to 29%. Owned GTV and revenue governance across enterprise and SMB portfolios nationally. Business Operations: Reduced reactive interactions 53% and operating cost 40%. Improved TAT and SLA compliance 20%; scaled POS production 1.5x. Digitised onboarding and support improving first contact resolution. Customer Experience: Reengineered customer journeys reducing friction across enterprise touchpoints. Improved service delivery metrics through data-backed process redesign and SLA enforcement. Strategy & Governance: Launched AI-based KYC and risk models achieving 100% compliance. Managed governance and compliance across 18 banking partners including SBI, HDFC and ICICI. Strengthened QBR and MIS governance across enterprise accounts. Managed RBI, Bank and due diligence audits. People & Organisation: Built high-performing teams with metric-driven culture and SOP discipline. Rolled out Zero Defect Ops programme reducing defect loops 30%+.
udaan.com
Sep 20203 yrs 5 mosJan 2024

Bengaluru

India's largest B2B ecommerce platform. Owned GMV, customer lifecycle and experience metrics across INR 500 Cr+ monthly business across FMCG, Electronics, Lifestyle and GM categories. Business & Revenue: Grew GMV 2x; improved repeat buyers 17% and organic growth 13%. Reduced losses 55% by fixing returns, disputes and billing governance. Owned P&L across all categories. Business Operations: Reduced onboarding TAT from 7 days to 24 hrs; rejections down 45%. Improved supply availability 72% to 87%; reduced cycle time by 4 days. Managed vendor onboarding and seller ecosystem health across 10,000+ active merchants and national supply chain SLAs. Customer Experience: Improved CSAT from 73% to 91%; cut reactive load 53%. Achieved 23% win-back and 60% cost reduction via BOT and IVR automation. Deployed self-serve tools reducing inbound volumes. Strategy & Governance: Designed economic frameworks improving category profitability. Built lifecycle risk controls improving cohort margins. Institutionalised dispute management, marketplace trust governance and seller performance frameworks across B2B and D2C channels. People & Organisation: Built AM operating cadence, funnel reviews and revenue rituals. Led cross-functional collaboration across product, supply chain, finance and category teams.
OYO
Oct 20191 yrSep 2020

Gurugram

Business, Revenue & Experience owner for India Smart Business (89% of OYO business) across 500+ Tier 1/2/3 cities. Also managed OYO's international market operations alongside India — overseeing service delivery, partner governance and CX standards across multi-geography properties. Business & Revenue: Delivered INR 18 Cr annual revenue uplift through dynamic pricing optimisation and partner performance management. Increased revenue realization 20% through yield and occupancy levers. Business Operations: Cut operating cost 62%; improved workforce productivity 2.1x. Digitised workflows improving network quality, turnaround and asset utilisation. Rolled out Central Network Management model reducing cost by 60%. International Operations: Managed OYO's international market operations alongside India — overseeing service delivery, partner governance and customer experience standards across multi-geography properties. Customer Experience: Improved NPS from 1.8 to 3.4 through end-to-end journey redesign. Reduced check-in denial 40% and increased realization 20%. Increased CoOYO app self-support adoption from 10% to 48%. People & Organisation: Built customer-first culture across central and city ops teams. Drove 2.1x productivity through OKR standardisation across 400+ member team.

Yatish’s AI Stack

openai
openai

Education

Indian Institute of Management, Calcutta

MBA — Executive Programme in Leadership and Management, Business Administration and Management, General

Indian Institute of Management, Calcutta

20171 yr2018

PGDBM, Business Administration and Management, General

PGDBM

20001 yr2001

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Headline

CSOO & CXO @ OneAssist | Chief Operating Officer | INR 2,000 Cr+ | Consumer Insurtech | Fintech | Ecommerce | Logistics | IIM-Calcutta | Lean Six Sigma Black Belt

About

COO & CXO with 15+ years of full-stack operations leadership — strategy to execution, P&L to people, product to compliance. Currently leading business operations, CX and partner ecosystems at OneAssist (Consumer Insurtech, INR 2,000 Cr+ topline, 20 Mn+ customers) as Chief Service & Operations Officer, reporting directly to CEO. Built and run businesses across consumer tech, fintech, ecommerce, logistics, hospitality, and telecom — consistently delivering growth (10%+ MoM), scale (INR 500 Cr+ monthly disbursals, USD 8 Bn GTV), and efficiency (40–60% cost reduction, 2.5x productivity uplift). Deep expertise in business operations, CX transformation, NPS improvement, AI-led process automation, embedded finance, credit lifecycle management, insurance claims ops, and Lean/Six Sigma process excellence. Trusted partner to founders — translating vision into operating reality while managing investor relations through monthly reviews and board-level governance. Career highlights: ▸ OneAssist: Leading business ops for 20 Mn+ customer contracts, 1,000+ cities — device protection, home solutions and financial products. Driving AI integration across full customer lifecycle. ▸ Innoviti: Owned USD 8 Bn annual GTV across India's largest enterprise payments platform. Managed governance across 18 banking partners including SBI, HDFC and ICICI. ▸ Finagg: Built AI/ML-driven underwriting and embedded finance frameworks — INR 700 Cr+ AUM, INR 500 Cr monthly disbursals. ▸ Udaan: Doubled GMV, improved CSAT 73→91%, managed 10,000+ active merchants, reduced losses 55%. ▸ OYO: INR 18 Cr annual revenue uplift, NPS improved 1.8→3.4, managed India & international markets. ▸ Jio: Core member of India's largest 4G national rollout — 132% sales achievement. Led teams of 200–1,000+ across India and international markets. IIM-Calcutta | Lean Six Sigma Black Belt. Outside work, I enjoy travelling, reading , and connecting with new people over coffee.

Location

Greater Delhi Area

AI stack

openai

Work experience

CSOO (CXO) Chief Service and Operating Officer at OneAssist Consumer Solutions, Feb 2026 - Present · 10 mos, Bengaluru, India's leading Consumer Insurtech company — INR 2,000 Cr+ topline, 20 Mn+ customer contracts, 1,000+ cities across 19,000 pin codes. Leader in device protection, assistance and tech-enabled CX with strong partnerships across OEMs, retailers, BFSI, fintech and enterprise brands. Recognised among India's Most Trusted Brands, winner of Most Innovative AI Product award, Top 75 Workplaces in BFSI, and Great Place to Work for the 5th consecutive year. Business & Revenue: Driving topline contribution through service monetisation across Personal Electronics, Consumer Durables and Digital Protection lines. Owning P&L, cost-to-serve optimisation and revenue governance across all service categories. Business Operations: Leading end-to-end operations including customer onboarding, plan activation, insurance claims settlement, warranty fulfilment and reconciliation of financial obligations across insurance and service partners. Managing 200+ on-roll and off-roll team across operations, logistics and service network. Customer Experience: Owning CX charter — escalations, social media, NPS, service recovery and complaint resolution at scale of 20 Mn+ contracts. Driving continuous improvement across all customer touchpoints and feedback loops. Strategy & Governance: Driving AI integration across full customer lifecycle — from acquisition and onboarding to claims resolution and renewals — aligned with company GenAI roadmap. Institutionalising Lean/Six Sigma-led continuous improvement and data-driven decision-making across 1,000+ cities. People & Organisation: Building and mentoring a high-performing, geographically distributed team. Establishing execution rhythm, performance cadence and SOP discipline across on-roll and off-roll workforce.

Chief Operating Officer at FINAGG Technologies Private Limited, Mar 2025 - Feb 2026 · 1 yr, India's leading lending platform operating across LSP, TSP and BaaS layers. Led strategy, P&L and multi-vertical operations managing INR 700 Cr+ AUM and INR 500 Cr+ monthly disbursals. Worked closely with founders and led monthly investor reviews — presenting portfolio performance, risk metrics and growth outlook to board stakeholders. Business & Revenue: Delivered 10%+ MoM growth with EBITDA-positive operations. Built lender–anchor ecosystem enabling high-velocity MSME credit flows across LSP, TSP and BaaS. Improved ROI by 1% through AI/ML-driven underwriting and risk scoring frameworks. Business Operations: Automated onboarding to collections reducing manual work 60%. Strengthened DPD visibility, early warning signals and credit hygiene. Led 25,000+ MSME interactions monthly, reducing reactive load 50%+. Customer Experience: Deployed ONDC dual-app credit stack for real-time loan discovery. Improved partner and MSME experience through digitised journeys and reduced friction at every touchpoint. Strategy & Governance: Built FLDG norms, credit controls, compliance cadence and lender dashboards. Developed embedded finance and open banking frameworks enabling real-time MSME credit access. Managed RBI, Bank and regulatory audits. Led monthly investor reviews with founders. People & Organisation: Unified OKRs across sales, credit, CX, ops and tech. Built cross-functional execution rhythm via daily and weekly governance cadence. Presented monthly board reports and portfolio heatmaps to investors and board stakeholders — covering AUM, DPD, credit health and growth metrics.

Chief Operating Officer at Innoviti Technologies, Jan 2024 - Mar 2025 · 1 yr 3 mos, Bengaluru, India's largest integrated payments technology platform — USD 8 Bn+ annual GTV across 200+ enterprise and SMB clients. Owned GTV, revenue, CX and operations nationally. Supported founder-led investor discussions with monthly performance reviews. Business & Revenue: Grew transaction base 14% and telesales funnel 23%. Enhanced retail contribution from 17% to 29%. Owned GTV and revenue governance across enterprise and SMB portfolios nationally. Business Operations: Reduced reactive interactions 53% and operating cost 40%. Improved TAT and SLA compliance 20%; scaled POS production 1.5x. Digitised onboarding and support improving first contact resolution. Customer Experience: Reengineered customer journeys reducing friction across enterprise touchpoints. Improved service delivery metrics through data-backed process redesign and SLA enforcement. Strategy & Governance: Launched AI-based KYC and risk models achieving 100% compliance. Managed governance and compliance across 18 banking partners including SBI, HDFC and ICICI. Strengthened QBR and MIS governance across enterprise accounts. Managed RBI, Bank and due diligence audits. People & Organisation: Built high-performing teams with metric-driven culture and SOP discipline. Rolled out Zero Defect Ops programme reducing defect loops 30%+.

Leadership Roles spanning across > Business || Revenue || Operations|| Experience at udaan.com, Sep 2020 - Jan 2024 · 3 yrs 5 mos, Bengaluru, India's largest B2B ecommerce platform. Owned GMV, customer lifecycle and experience metrics across INR 500 Cr+ monthly business across FMCG, Electronics, Lifestyle and GM categories. Business & Revenue: Grew GMV 2x; improved repeat buyers 17% and organic growth 13%. Reduced losses 55% by fixing returns, disputes and billing governance. Owned P&L across all categories. Business Operations: Reduced onboarding TAT from 7 days to 24 hrs; rejections down 45%. Improved supply availability 72% to 87%; reduced cycle time by 4 days. Managed vendor onboarding and seller ecosystem health across 10,000+ active merchants and national supply chain SLAs. Customer Experience: Improved CSAT from 73% to 91%; cut reactive load 53%. Achieved 23% win-back and 60% cost reduction via BOT and IVR automation. Deployed self-serve tools reducing inbound volumes. Strategy & Governance: Designed economic frameworks improving category profitability. Built lifecycle risk controls improving cohort margins. Institutionalised dispute management, marketplace trust governance and seller performance frameworks across B2B and D2C channels. People & Organisation: Built AM operating cadence, funnel reviews and revenue rituals. Led cross-functional collaboration across product, supply chain, finance and category teams.

Leadership Role (Director) - Demand |Supply|Business| Revenue|Experience at OYO, Oct 2019 - Sep 2020 · 1 yr, Gurugram, Business, Revenue & Experience owner for India Smart Business (89% of OYO business) across 500+ Tier 1/2/3 cities. Also managed OYO's international market operations alongside India — overseeing service delivery, partner governance and CX standards across multi-geography properties. Business & Revenue: Delivered INR 18 Cr annual revenue uplift through dynamic pricing optimisation and partner performance management. Increased revenue realization 20% through yield and occupancy levers. Business Operations: Cut operating cost 62%; improved workforce productivity 2.1x. Digitised workflows improving network quality, turnaround and asset utilisation. Rolled out Central Network Management model reducing cost by 60%. International Operations: Managed OYO's international market operations alongside India — overseeing service delivery, partner governance and customer experience standards across multi-geography properties. Customer Experience: Improved NPS from 1.8 to 3.4 through end-to-end journey redesign. Reduced check-in denial 40% and increased realization 20%. Increased CoOYO app self-support adoption from 10% to 48%. People & Organisation: Built customer-first culture across central and city ops teams. Drove 2.1x productivity through OKR standardisation across 400+ member team.

Education

MBA — Executive Programme in Leadership and Management, Business Administration and Management, General, Indian Institute of Management, Calcutta

PGDBM, Business Administration and Management, General, PGDBM