Assistant Manager (Business Operations) at Paytm

Manage the end-to-end activation o f EMI and cashback offers for multiple brands across various banks. Ensure timely and accurate setup of offer parameters (tenure, rate, validity, BIN mapping, etc.) in internal systems. Oversee testing (UAT) and validation before and after offer go-live to ensure error-free execution Act as the central point of contact for banks, brands, and internal teams regarding offer Configuration and timelines. Coordinate with Sales, Product, and Tech teams for offer rollouts and troubleshooting. Maintain clear communication and documentation for all campaigns and partner approvals. Handle ground escalations received from eld teams, merchants, or sales executives related to EMI/cashback issues. Resolve inter team escalations from departments such as customer support, nance, and reconciliation Coordinate with the Finance team to validate offer invoices, cashback settlements, and bank-funded promotions Identify recurring issues in offer enablement or reconciliation and drive process improvements or automation. Create and maintain SOPs for offer enablement, escalation handling, and reporting. Ensure continuous alignment with compliance, audit, and partner requirements. Supervise and guide offer enablement executives in day-to-day operations. Conduct knowledge-sharing sessions to enhance team efficiency and accuracy. Review team deliverables and ensure adherence to quality and SLA standards.

Assistant Manager (Business Operations) at First Games Pvt Ltd (Paytm)

Responsible for overseeing customer support operations, ensuring timely issue resolution, training support staff, coordinating with cross-functional departments, and analyzing performance data to drive continuous improvement in player satisfaction and retention. Managed day-to-day customer support operations encompassing email and phone channels, resolving player issues related to payments, accounts, gameplay, and technical concerns. Supervised a team of customer support agents managing inbound/outbound calls, providing training on game rules, responsible gaming policies, and escalation protocols to maintain quality and efficiency Collaborated with Quality Assurance (QA) to meticulously review calls, identify areas for coaching, and implement training programs that improved agent performance. Coordinated with cross-functional teams including Growth, Tech, Fraud, and Product to address and resolve recurring player issues, driving product enhancements and process improvements. Analyzed customer feedback and support trends to proactively propose product and process enhancements based on data-driven insights. Prepared and presented weekly/monthly performance reports to senior management, offering actionable insights into support operations performance. Identified and engaged high-value players (VIPs) through personalized communication strategies, fostering enhanced player loyalty and retention. Managed customer communication during service interruptions, bugs, or payment issues, ensuring transparency and minimizingplayer dissatisfaction. Worked with fraud/risk teams to investigate suspicious user activities and manage chargebacks, safeguarding the platform's integrity and security. Oversaw the hiring, onboarding, and mentoring o f support team members, ensuring consistent adherence to responsible gaming policies and problem behavior detection.

Team Leader - Operations (Customer Support / Calling) at Frankfinn Institute

Led a customer support/Calling team, monitored performance, reduced attrition, mentored team members, prepared MIS reports and dashboards, identified training needs, and facilitated effective communication between management and staff. Implemented resource planning to improve engagement and alignment with KPIs, promoting a high-performance work environment.

Team Leader - Customer Support & Sales Operations at Daksh International

Managed daily operations for ~20 associates, conducted call monitoring and coaching, prepared MIS reports, and drove performance toward sales targets. Identified performance gaps, implemented improvement plans, and served as a liaison between Sales Manager and advisors to ensure clear communication of targets and campaigns.