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kaushik chowdhury

@kaushikchowdhury

Message

Operations Manager at Flywire who raised site SLA from 62% to 87% and real CSAT from 78% to over 90%.

India

Message

At Flywire, I built and scaled the India Support Operations team and owned its operational performance across SLA attainment, quality, customer experience, and capacity. I established KPI rhythms using Looker dashboards, improving site SLA from 62% to 87%.

I also corrected a CSAT reporting gap and rebuilt the QA scoring framework around customer outcomes, driving real CSAT from 78% to over 90% within three quarters. Earlier, at PayPal India, I partnered with technology teams to automate ticket workflows, reducing ticket pendency by approximately 15%; at HSBC Global Resourcing (HDPI), I drove operational governance and risk mitigation across international markets.

Experience

Work history, roles, and key accomplishments

Current

Manager, Payment Experience

Current

Flywire

Mar 2022 - Present (4 years 7 months)

Built and scaled the India Support Operations team, owning end-to-end operational performance across SLA, quality, customer experience, and capacity utilization. Led process automation and workforce planning, improving site SLA from 62% to 87% and reducing manual workload by 67%.

Customer Service Supervisor and Acting Operations Manager

PayPal India Pvt. Ltd

Apr 2020 - Mar 2022 (1 year 11 months)

Supervised matrixed support delivery teams and assumed acting ownership of a 100+ FTE business unit, managing production scheduling, capacity, and escalations. Partnered with global teams to automate ticket-handling workflows, reducing ticket pendency by approximately 15%.

Operations Management Team Leadership capacity management Escalation Management Process Automation Workflow Redesign KPI Reporting Business Reviews Stakeholder Management Data Driven Decision Making

Assistant Manager – Customer Care Service and Sales

HSBC Global Resourcing (HDPI)

Oct 2011 - Mar 2020 (8 years 5 months)

Promoted to Assistant Manager in 2015 to lead operational governance and risk mitigation across UK, AMER, and Canada markets. Managed queue allocation, escalations, and delivery, enforcing maker-checker controls and achieving zero major compliance breaches.