08/01/2026 updated
PS
100 % available
Operations Team Leader | Escalations & Compliance Specialist
New Delhi, India
Only remote
B.Tech – Mechanical Engineering, Jawaharlal Nehru Technological University (JNTU), 2012–2016ComplianceOracle CRMService-Level Agreement (SLA) ManagementSQL DatabasesWorkflowsSage Customer Relationship ManagementZendesk
Escalation & Compliance Management
Resolution of 600+ merchant escalations, including high-risk RBI and court cases, with 100% compliance, combined with a 40% reduction in escalation resolution time through workflow optimization and trend analysis.
Team Leadership & Mentoring
Leadership of a team of 10+ associates on the merchant-escalation desk, driving daily ticket clearance within TAT, onboarding new associates, and cutting new-hire ramp-up by 30% through structured coaching.
Process Optimization & SLA Management
Development and adoption of process improvements as policy across 1,000+ cases, boosting client retention by 20% and ensuring consistent SLA adherence across operations.
Client Relationship Management
Management of a portfolio of 100+ high-value clients, exceeding revenue targets by 20% and achieving 95% customer satisfaction through tailored solutions.
Data & Analytics
Proficiency in Advanced Excel, Google Sheets, Dashboards & Reporting, and Power BI for data-driven decision-making and performance tracking.
CRM Tools & Platforms
Hands-on experience with DevRev, Salesforce CRM, Freshdesk, Zendesk, Jira, and Microsoft Office Suite for operational and customer success workflows.
Risk & Compliance
Expertise in identifying and mitigating compliance risks in FinTech and financial services environments, ensuring 100% adherence to RBI and regulatory requirements.
Stakeholder Management
Collaboration with operations, compliance, and product teams to deliver data-driven process improvements and align cross-functional stakeholders.
Performance Management
Monitoring and managing team performance metrics, driving consistent results in ticket clearance, SLA adherence, and customer satisfaction scores.
Customer Success & Retention
Driving 30% higher client retention through tailored solutions, upselling, cross-selling initiatives, and a focus on customer satisfaction.
Experience
Professional experience5 - 10 years
Freelancer since2024
Languages
EnglishFluentHindiFluent
Project history
Leading a team of 10+ associates on the merchant-escalation desk, driving daily ticket clearance within TAT with minimal pendency and consistent SLA adherence. Owning resolution of 50+ high-risk RBI and court escalations at 100% compliance. Mentoring and onboarding new associates, cutting new-hire ramp-up by 30% through structured coaching. Driving process improvements adopted as policy across 1,000+ cases, boosting retention by 20%.
Resolved 600+ merchant escalations including RBI and court cases with 100% compliance. Reduced escalation resolution time by 40% through workflow optimization and trend analysis. Partnered with operations, compliance, and product teams to deliver data-driven process improvements.
Managed a portfolio of 100+ high-value clients, exceeding revenue targets by 20% (INR 4.5L+ additional revenue). Delivered 95% customer satisfaction and increased client retention by 30% through tailored solutions. Conducted competitor and market research to identify business opportunities, driving 15% sales growth.