Dhaval Varaiya Email & Phone Number

Mumbai, Maharashtra, India

• Establishing BAU process for various productso Implemented operations for credit card vertical, covering pre-issuance, post-issuance, reconciliation, and dispute resolution (225 crore / 1st Year)o Setting up of the vKYC process for Savings Bank account and Credit Card product in two different banks. (3 Million Savings Accounts / 70 vKYC Officers)o Defining operations manual for every product and process to ensure optimization of productivity from the available resources.o End to end process management of Debit Card journey (Pre-issuance & post issuance), bank transfers (IMPS, NEFT, RTGS & IFT), Core banking system, payment gateway process.o Defined and documented operational procedures for new offerings like Buy Now Pay Later (BNPL) and Bill Payment Platform, Gift Cards, Digi Gold, resulting in seamless service delivery.o Automated daily operational tasks to enhance accuracy and reduce manual workload.• Led the projects and initiatives based on needs and goals.o Implemented and maintained ISO-27001:2013, Soc 2 Type 1, and PCI DSS SAQ D certifications, ensuring robust information security.o VAPT of Jupiter application (Android & iOS) before internal and external launch from the regulatory and banking partners.• Oversee multiple projects across all phases of Execution.o Cultivated and sustained robust relationships with cross-functional partners to facilitate clear and timely communication among diverse stakeholder teams and leadership. (Saving of INR 3.91 crore per year from logistics of cards)• Monitoring and reporting of process outcome.o Oversaw and reported on process outcomes, addressing critical issues promptly.o Collaborating with Product Managers to prioritize tasks and issues reported by Engineering and customer support teams, optimizing resource allocation and ensuring user satisfaction.o Monitoring & reviewing of SLA and TAT adherence of external partners defined in scope definition.

Mumbai Area, India

• Oversaw the establishment of Pan India Operationso Collaborated with Government authorities, Society associations, and third-party legal teams to ensure smooth process implementation nationwide.o Establishing strong cross-functional collaboration with supply chain management, legal, product & process, customer care, and business teams to ensure efficient national operations.o Owning the tenant and house journey pan-India, overseeing the entire experience for tenants and managing rental properties across the nation.

Mumbai Area, India

• Spearheaded the establishment of the Mumbai branch officeo Recruited and assembled teams of Area Property Managers and Zonal Property Managers to ensure seamless operational execution.o Established a Safety and Security team to oversee outstanding recovery from tenants and homeowners.o Implemented agreements and service teams for day-to-day activities to enhance customer experience.• Monitored and reported on operational processeso Achieved Positive Net Promoter Score for Mumbai office regarding quality and process adherence for consecutive 9 months.o Recovered 1.5 crore in outstanding dues from tenants and homeowners within 6 months, significantly improving financial performance.o Conducted thorough reviews of tenants' move-in, living, and move-out experiences.

Mumbai Area, India

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Mumbai

• Established and managed a comprehensive operations process (1000 Crores / Month)o Designed and implemented meticulous reconciliation procedures for various payment methods like net banking, credit cards, debit cards, and UPI, guaranteeing financial accuracy and minimizing discrepancies.o Building and maintaining strong relationships with merchants and banks to facilitate seamless transactions and payment processing.o Implemented efficient in-house processes for reconciliation, settlement, customer care services, and nodal account audits, optimizing operational efficiency.o Onboarding and training new recruits on product knowledge, operational processes, and relevant systems, ensuring a smooth learning curve and high-performing team.• Established Citrus Wallet & Lazy Pay (BNPL) Processo Designed and implemented a secure customer wallet system to facilitate deposits, withdrawals, and fund managemento Developed risk management rules based on various parameters to ensure financial security and minimize fraud.o Optimized digital wallet operations by streamlining processes, managing funds, and ensuring regulatory compliance through RBI liaison.• Bin Sponsorship (Payment Gateway set up)o Implemented Bin Sponsorship, overseeing acquiring relationships with VISA and Mastercard, managing funds through three-way reconciliation, and handling merchant settlements and customer queries.

Mumbai, Maharashtra, India

IndiaIdeas.com Ltd is also known as BILLDESK. Bill Desk is a service bureau offering billers, banks and customers a comprehensive bill presentment, payment and management serviceKey Deliverables:• Spearheading the portfolio for clients like Visa Bill Pay, Barclays, Zip Cash, HDFC Bank, Citi Bank, State bank of India and ICICI Bank etc.• Quality Assurance: Defined the Quality Processes and Benchmarks, Monitoring and continuous evaluation the Quality Process.• Executing and ensuring timely processing of data received from various billing entities.• Business Process/ Workflow modelling, gap analysis. Extensive work done as an Operations manager.• Coordinating with operations teams at different cities and delivering the functions about Direct Debit activities for all the major banks across the country.• Responsible for handling customer requests/complaints (Post online transaction) received through various sources such as Branches, customer support desk for Visa Bill Pay, Barclays, Zip Cash• Administering and managing operational tasks with other operations departments across country.Highlights:• Instrumental in handling verification Process for HDFC LOAN on PAN India basis.• Demonstrated abilities in independently handling high volume transactions, target etc.• Effectively started Centralized Verification with Standard Chartered Bank.• Handled team of Pan India Verification Team & Mumbai processing team consist of 32 employees.• Instrumental in enhancing management team productivity by organizing monthly meetings where accomplishments, problems and improvements were discussed.

Andheri (East)

HDFC Bank Ltd. is amongst the first to receive approval from RBI to set up Pvt sector Bank. The Bank's business philosophy based on core values of excellence in Operations, Customer service and Product Leadership.Key Deliverables:• Conducting verification of the document for all types of A/c opening (Salary, Savings and Fixed Deposit).• Updating and generating MIS of FTNR (First Time Not Right) for Branches.• Developing and generating TAT (Turn around Time) delay report for All A/c opening forms and forwarding the same to management for better process.• Following ups and coordinating with Audit Dept for Audit errors.Highlights:• Demonstrated excellence in executing Project for Bar Code Scanning (To minimize miss outs of Bar Code scanning at all Process End).• Recognised for selected as Mentor for team of 6 members to improvise their individual performance.• Took structured and meticulous approach in improving in the form checking process by proper assignments of lots to team members.

The company is a joint venture between ICICI BANK LTD. and LOMBARD CANADA LTD. It is one of the world's leaders in Risk Management, Insurance and Reinsurance Business.Key Deliverables:• Administering call centre queries and imparting training fresh recruits on product and process.• Conscious endeavour to achieve better quality and customer satisfaction by regularly updating and training the team.• Using insurance CRM software thus gained functional expertise of workflows and processes in the CRM software.• Coordinating with Branch Operations & Sales and in completing resolution for Mumbai, Goa & Rest of Maharashtra.• Generating MIS reports for Processing Hub for all locations on a Daily, Weekly & Monthly basis.• Delivering assignment target within the required TAT (Turn around Time).• Worked in UAT environment to implement new process into production. Highlights:• Took structured and meticulous approach in designing and executing strategic planning process for supply of chain management.• Spearheaded team for Zonal Endorsement and Service delivery team.• Took structured and meticulous approach in resolving banking queries for entire West Zone.• Demonstrated skill in executing • Pilot batch of Hero Honda project for west Zone.• Project of Reliance & Tata Motors.

Joined as Customer Care Executive and rose to Senior Customer Care ExecutiveAirtel Cellular Limited is one of the largest private telecom service providers in India. It provides end-to-end telecom solutions to all its customers. Key Deliverables:• Addressing customer queries and handling software entries in the Airtel system.• Organizing & prioritizing work in manner so that Service Level Agreements are met with.

Pgdbm, Mba

B.Com, Commerce

Mathematics