Ankit Tiwari

I’m a results-driven operations and technology professional with 5+ years of experience in merchant operations, escalation management, and CRM platforms. I focus on SLA compliance, RBI regulatory handling, and cross-functional stakeholder communication—especially in fintech and payments environments.

As a Team Lead (On-Roll) at One MobiKwik Systems Limited, I lead a merchant operations team handling high-volume escalations in a fully remote setup. I consistently met SLA targets of 95%+ resolution within defined TATs, and I serve as the primary point of contact for merchant escalations from key accounts and payment aggregators.

I manage complex RBI-escalated complaints through NPCI URCS and EFRM regulatory portals, ensuring compliance with RBI guidelines. I also mentor and train 8+ junior executives, collaborate with product/tech/compliance teams to remove workflow bottlenecks, and use SQL-based data extraction to deliver MIS reports for senior management.

Earlier, as an Operations Executive (Off-Roll), I owned end-to-end merchant onboarding (including KYC verification, account activation, and post-onboarding support). I managed 80+ daily tickets via Freshdesk and Salesforce with 90%+ CSAT, used SQL for operational insights, and helped reduce ticket backlog by 30% by standardizing resolution templates while staying current with NPCI/RBI guideline updates.