Open to opportunities

aryan pavan kumar

@aryanpavankumar

Senior dispute & risk operations professional improving payment operations, fraud investigations, and customer escalations through SOPs and efficiency.

India

Message

What I'm looking for

I’m looking for opportunities in Risk Operations, Dispute Resolution, Fraud Operations, Trust & Safety, Customer Operations, Payment Operations, or Merchant Success—where I can lead escalations, strengthen SOPs/workflows, and improve operational efficiency while meeting SLAs.

I’m a Senior Dispute & Risk Operations professional with 10 years of experience across payment operations, customer support, merchant operations, risk analysis, and operational excellence. I handle high-priority disputes and transaction investigations, manage complex merchant and customer escalations, and ensure decisions align with operational policies and compliance expectations.

I’ve led end-to-end merchant relationship ownership across APAC, MENA, Africa, and European markets, while collaborating cross-functionally with Product, Compliance, Engineering, and Operations to resolve critical issues and protect customer experience. I strengthen teams by improving workflows, developing SOPs and knowledge bases, running operational reporting, and driving root-cause and continuous process improvement to meet SLAs and service standards.

Experience

Work history, roles, and key accomplishments

Senior Dispute Analyst

Binance

Dec 2022 - May 2026 (3 years 5 months)

Managed end-to-end merchant relationships and handled merchant onboarding, payment operations, dispute resolution, transaction investigations, and fund recovery. Resolved complex customer escalations and collaborated with Product, Operations, Compliance, and Customer Support while monitoring merchant account health and preparing operational reports.

Dispute Resolution Payment Operations Merchant Operations Risk Operations Fund Recovery Customer Escalation Management SLA Management Compliance Operational Reporting Document Management Root Cause Analysis Stakeholder Management Incident Management SOP Development Operational Excellence

Client & Risk Ops Team Lead

WazirX

Mar 2021 - Nov 2022 (1 year 8 months)

Led customer risk operations covering transaction disputes, crypto recovery cases, and high-priority escalations. Developed SOPs and workflow documentation, identified improvements through customer trend analysis, and collaborated with Product, Engineering, Compliance, and Operations to resolve platform issues.

Risk Operations Dispute Resolution Customer Escalation Management Trend Analysis SOP Development Knowledge Base Management Workflow Optimization Operational Excellence Stakeholder Management Service Improvement Document Management Operational Reporting Data Analysis

Senior Customer Support Agent

WazirX

Nov 2020 - Mar 2021 (4 months)

Provided customer support across multiple communication channels by investigating issues and driving timely resolution. Helped improve support workflows and knowledge documentation while maintaining quality interactions aligned with operational SLAs.

Customer Support Issue Resolution SLA Management Document Management Knowledge Base Management Quality Assurance Cross Functional Collaboration

Senior Customer Support Agent

Accenture

Mar 2018 - Oct 2020 (2 years 7 months)

Delivered customer support for telecommunications services, managing account inquiries, service requests, and issue resolution while maintaining high customer satisfaction. Conducted onboarding and mentoring for new support associates and supported quality initiatives and operational process improvements.

Customer Support Service Request Processing Issue Resolution Customer Satisfaction Quality Assurance Process Improvement Onboarding Mentor Operational Excellence Document Management

Advanced Immigration Associate

Ernst & Young (EY)

Oct 2016 - Dec 2017 (1 year 2 months)

Managed immigration reporting and compliance processes for major banking clients, including coordinating client documentation and maintaining immigration case records. Prepared operational and compliance reports and supported timely completion of immigration processes with internal stakeholders.

Immigration Compliance Compliance Reporting Operational Reporting Case Documentation Stakeholder Management Document Management Quality Assurance

Immigration Associate

Ernst & Young (EY)

Jun 2015 - Sep 2016 (1 year 3 months)

Processed Australian Subclass 457 and 186 visa applications by reviewing supporting documentation for completeness and compliance. Maintained immigration databases and case documentation while supporting operational reporting and immigration processing activities.