Nitish Sharma

13 years in Payments, Fintech, and BFSI — building the systems and teams behind merchant experience and customer success at scale. At Pine Labs, I led end-to-end backend service operations for large merchant portfolios — owning escalation resolution, SLA governance, SOP design, and cross-functional coordination across Product, Tech, Finance, and Ops. Before that: HDFC Bank's commercial card ecosystem and Edenred's enterprise accounts. What I actually do well: turn reactive service functions into structured, metrics-driven operations. KPI dashboards that replace guesswork. RCA frameworks that cut repeat escalations. Onboarding programmes that reduce inbound friction at scale.