Akshat Dhagat
Bangalore
Summary
Professional operations leader with strong focus on team collaboration and achieving results. Skilled in process optimization, strategic planning, and resource management. Reliable and adaptable, ensuring seamless operations and effective problem-solving in dynamic environments. Strong communication and leadership abilities driving organizational success.
Skilled technically in Microsoft Excel, Word, Jira, Freshdesk, MODE, AWS,SQL. Highly energetic & motivated individual with excellent interpersonal, analytical, problem-solving and communication skills.
Overview
9
9
years of professional experience
Work History
Lead-Operations
RAZORPAY
06.2023 - Current
- Managing a 14-person team charged with processing the team's day-to-day operational workflow; planning, coordinating, and directing the Operations Team to meet agreed-upon objectives and SLAs
- Driving proactive measures with focused improvement and initiative to boost the team's growth and efficiency, supervising the merchant onboarding process and feature activation on the RAZORPAY platform for over 7 banks
- Collaborating on product enhancements for a better merchant experience with the Engineering, Product, and Bank teams; part of the Task Force Team for automation
- Conducted accurate and timely reconciliation of financial, operational, and other critical data to ensure integrity and consistency
- Investigated and resolved discrepancies in financial and operational records, enhancing process efficiency and accuracy
- Maintained comprehensive documentation of reconciliation processes, findings, and outcomes for audit and reporting purposes
- Ensured compliance with regulatory standards and internal policies, fostering adherence to best practices
- Part of Strategy team for business growth and new project alignments
- Creating and implementing new operational processes such as merchant TID configuration, customer satisfaction, and integrations with third-party vendors for adding new tools and capabilities such as FD, WhatsApp etc
- Collaborating cross-functionally with banks and internal stakeholders on RAZORPAY platform and new feature UAT and production testing; working with the Internal Team, Managers, Customer Success Managers (Internal), client point of contact, and Banking Alliance team to resolve any escalation queries and fill any process gaps
- Increased operations efficiency by more than 50% by adding many automation ideas and suggestions features and eliminating manual work throughout the company; providing weekly and monthly reports to the upper management on the operations business and performance
- Established performance metrics for evaluating the effectiveness of implemented solutions, ensuring continuous improvement in program outcomes.
- Improved team collaboration by fostering open communication, trust, and shared ownership of projects.
- Managed cross-functional teams to ensure seamless coordination and integration of project activities.
- Performed thorough risk analyses to proactively address potential threats to program success before they became critical issues.
- Collaborated with stakeholders at all levels to gather feedback on program performance and implement recommendations for improvement.
Senior Executive-Operations
RAZORPAY
06.2019 - 06.2023
- Collaborating cross-functionally with banks and internal stakeholders on Razorpay platform and new feature UAT and production testing; working with the Internal Team, Managers, Customer Success Managers (Internal), client point of contact, and Banking Alliance team to resolve any escalation queries and fill any process gaps
- Managing Key accounts and handling end to end query with process automation and improvement
- Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
- Proven ability to learn quickly and adapt to new situations.
- Led change management initiatives to facilitate the adoption of new processes or technologies within client organizations for Affordability process.
Trainer-Operations Executive
HGS
08.2017 - 05.2019
- Provided comprehensive instructions on usage of Product
- Investigated any problems with the portal, such as problems with login (app or portal) or app installation
- Completed the tasks and tickets given to address customer complaints
- Trainer on Product
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
Operations Executive
HGS
06.2016 - 07.2018
- Resolving Queries over call to merchants of Fintech Product
- Outbound calling to merchants on product usage
Education
B. Tech - VTU-16
DBIT
HSC - CBSE
SVM Bhopal
SSC - CBSE
SVM Bhopal
Skills
- SQL
- Fresh Desk
- JIRA
- Team Management
- Project Management
- Customer Experience
- NPS
- CSAT
- Operations management
- Operational excellence
- Planning and coordination
- Staff management
- Performance improvement
- Process management
- Strategic planning and execution
- Operational leadership
Languages
English
Hindi
Personal Information
Date of Birth: 12/05/92
Timeline
Lead-Operations
RAZORPAY
06.2023 - Current
Senior Executive-Operations
RAZORPAY
06.2019 - 06.2023
Trainer-Operations Executive
HGS
08.2017 - 05.2019
Operations Executive
HGS
06.2016 - 07.2018
HSC - CBSE
SVM Bhopal
SSC - CBSE
SVM Bhopal
B. Tech - VTU-16
DBIT
Similar Profiles
Mohan TMohan T
Technical Consultant at RazorpayTechnical Consultant at Razorpay
AAYUSH SHARMAAAYUSH SHARMA
Senior Associate-Account Management at RAZORPAYSenior Associate-Account Management at RAZORPAY
PRADEEP KUMAR PPRADEEP KUMAR P
Team Lead, Quality Risk Management at RAZORPAYTeam Lead, Quality Risk Management at RAZORPAY