ARPIT GUPTA
Deputy Vice President – Operations
Navi Mumbai
Summary
Astute and competent professional with 15+ years of experience in project and process design, system implementation, and operations within the BFSI and service industry. Proven expertise in formulating operational processes, setting up processing centres, and implementing compliance & fraud risk policies. Currently serving as Deputy Vice President (DVP) at Airpay Payments Service, with a strong track record of driving business growth, optimizing customer experience, and leading teams to achieve desired results.
Overview
19
19
years of professional experience
1
1
Language
Work History
Deputy Vice President
Airpay Payments Service
10.2022 - Current
- Spearheaded the development and launch of new payment solutions, resulting in a significant increase in transaction volume.
- Successfully negotiated and managed key partnerships with major financial institutions, expanding the company's market reach.
- Led and mentored a team of professionals, fostering a high-performance culture, and exceeding targets.
- Streamlined operational processes, resulting in a reduction in processing costs, and improved efficiency.
- Developed and implemented strategic initiatives to enhance customer experience, and drive customer retention.
- Conducted market research and competitive analysis to identify new business opportunities, and inform product development.
- Managed key client relationships, ensuring high levels of satisfaction, and identifying opportunities for upselling and cross-selling.
- Ensured compliance with industry regulations and standards, including PCI DSS.
DGM - Customer Experience, KYC Operations
Jio Payments Bank Ltd
08.2018 - 09.2022
- Oversaw process design and implementation for customer experience and operations, covering online/physical PPI, bank accounts, and business correspondents.
- Managed customer journeys and flows to provide seamless experiences while adhering to regulatory requirements.
- Set up the Video KYC framework from design to account opening; Phase I is live nationwide.
- Ensured adherence to risk rules, design, and processes in compliance with policies, PMLA, UIDAI, CERSAI, and RBI regulations.
- Managed processing teams pan-India for account opening and activation, scaling operations as needed.
- Implemented Work From Home processes for the operations team.
- Responsible for accurate regulatory reports, management dashboards, access management, and CBS configurations.
- Managed onboarding of consumers (CASA, Mutual Funds, Bill Payment, and UPI).
- Oversaw PPI, CASA, and BC reporting to RBI.
- Managed daily onboarding and life cycle management transaction volume of over 10,000, including 2,000 daily Video KYC calls.
- Designed and implemented automated dashboards using TABLEAU for senior management.
Lead Analyst
Fidelity Information Services
03.2016 - 07.2018
- Worked as Project Manager for ESAF Small Finance Bank & Fincare Small Finance Bank projects; completed both within timelines.
- Led a team of BAs and developers to implement the CBS system for the banks.
- Managed product configuration and process design for onboarding flows.
- Prepared onboarding dashboards via the MIS team.
- Migrated 10 million loan accounts from legacy systems to CBS.
- Designed and implemented seamless flows for customer account onboarding and life-cycle management.
Project Manager
Confront Solutions Pvt. Ltd
09.2015 - 03.2016
- Managed various projects and liaised with third-party vendors and internal teams.
- Managed a team of 20, including 4 team leaders.
- Defined process flows and logic for application automation for data extraction.
Project Manager
Gnosys IT Solution Pvt. Ltd
03.2012 - 08.2015
- Managed retail banking implementation of Finacle 10.2.15 from Finacle 6x in RBS (Royal Bank of Scotland).
- Managed GL, RTGS/NEFT reconciliation, and test case creation for retail banking in RBS.
- Coordinated with vendors like Infosys and internal IT teams.
- Managed various sales projects for RBS.
- Handled regulatory reporting and audits in RBS.
- Managed BRD, SRS, and reviewed FDD for Finacle in RBS.
- Managed L4 clarification for regulatory reporting.
Analyst
Wipro Infotech Pvt. Ltd
11.2010 - 02.2012
- Responsible for handling the CBS data center for Punjab and Sind Bank.
Technical Lead
Nelito Systems Ltd
06.2007 - 10.2010
- Provided hands-on training to nationalized bank staff.
Education
B.Com - Accounts
Kanpur University
Kanpur, India06-2005
Skills
Team leadership
Strategic planning
Coaching and mentoring
Decision-making
Process improvement
Results-driven
Risk management
Operations management
Policy and procedure development
Data analysis
Complex Problem-solving
Cross-functional collaboration
Accomplishments
- Received 'PAT ON BACK' award for both the projects ESAF & Fincare.
- Received 'Outstanding Employee' award from client, The Royal Bank Of Scotland.
- Set up the entire framework for Video KYC process from design to account opening and Phase I is live for customers across the country.
- Migration for CBS (Finacle) version from 6 to 10.
TRAINING & WORKSHOPS
- Participated in 4-day Training Program on Managerial Effectiveness
- Participated in 2-day Training Program on Passion at Work
- Attended a workshop on Agile Methodology for Technology Design and Delivery
- Participated in a 7-day training at INFOSYS for implementation and configuration of Finacle as CBS
PERSONAL PROFILE
- Date of Birth: 22nd November 1984
- Address: Kharghar Navi Mumbai
Timeline
Deputy Vice President
Airpay Payments Service
10.2022 - Current
DGM - Customer Experience, KYC Operations
Jio Payments Bank Ltd
08.2018 - 09.2022
Lead Analyst
Fidelity Information Services
03.2016 - 07.2018
Project Manager
Confront Solutions Pvt. Ltd
09.2015 - 03.2016
Project Manager
Gnosys IT Solution Pvt. Ltd
03.2012 - 08.2015
Analyst
Wipro Infotech Pvt. Ltd
11.2010 - 02.2012
Technical Lead
Nelito Systems Ltd
06.2007 - 10.2010
B.Com - Accounts
Kanpur University