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Manoj Balla

Senior Manager - Fintech Growth & Partnerships • Bangalore, India • m***********@gmail.com • 991****600 • linkedin.com/••••• • flowcv.me/•••••

Professional Summary

Senior Manager - Fintech Growth & Partnerships with 8+ years of experience leading partnerships, business development and program management for fintech and e‑commerce. Proven record scaling lending partner networks, launching payment products (BNPL, co‑brand cards, commercial cards), owning end‑to‑end partner lifecycle, and designing collections strategies using data and Power BI to reduce losses and improve retention.

Technical Skills

Databases: SQL
Data and Analytics: Power BI,Dashboards & Reporting,KPI Tracking,Data‑driven Decision Making,Excel
Tools and Methodologies: Partner Onboarding,Collections Platforms,Reporting Tools,MS Office
Domain & Functional: Fintech Partnerships,Business Development,Strategic Alliances,Partner Management,GTM Strategy,Program Management,Customer Experience,Stakeholder Management
Payments & Lending Products: Consumer Lending,Buy Now Pay Later,B2B Lending,Co‑brand Credit Cards,Commercial Cards,Collections Strategy,Credit Risk Management
Operations & Process: Contract Negotiation,SLA Design & Monitoring,Performance Monitoring,Process Improvement,Recovery & Collections Operations

Work Experience

Flipkart
Bangalore, India
Senior Manager - Fintech Growth & Partnerships
02/2021 – present
E‑commerce company; led partnerships and lending/payment product initiatives to expand payment options and credit offerings for customers.
Tech Stack: Power BI, SQL, Dashboards & Reporting, Partner Onboarding, Contract Negotiation
  • Sourced and onboarded lending partners, growing the lending partner base by 50% in 6 months and generating over $2M in incremental revenue.
  • Launched multiple payment solutions including BNPL, co‑brand credit and commercial card programs, contributing to a 35% increase in total revenue.
  • Owned end‑to‑end pursuit of strategic opportunities from sourcing to legal contract signing, negotiating terms that reduced overall payments cost by 40 basis points.
  • Designed and executed member reactivation credit campaigns that increased consumer retention by 17% by targeting dormant members with tailored credit offers.
  • Managed existing lending partner portfolio to sustain a monthly run‑rate of ~1,000 acquisitions and $15M in credit utilization through operational oversight and performance reviews.
  • Maintained continuous competitor and market intelligence on payment products and pricing to inform partner negotiations and product enhancements.
axio (Formerly known as Capital Float)
Bangalore, India
Senior Manager - Strategy & Planning
08/2018 – 01/2021
Digital lending and fintech platform providing consumer, BNPL and B2B lending products; responsible for partnerships, collections strategy and analytics.
Tech Stack: Power BI, SQL, Dashboards & Reporting, Collections Platforms, Stakeholder Management
  • Managed a lending partnership portfolio and product books totaling $200M across consumer lending, BNPL and B2B lending verticals.
  • Designed and implemented collections strategy for a $200M portfolio spanning consumer, SME, supply chain finance and BNPL products to reduce loss rates.
  • Developed recovery and account resolution playbooks that improved resolution within 90 days and lowered early bounce rates from 17% to 6%.
  • Built Power BI reporting and real‑time dashboards to monitor bounce rates and collection KPIs, enabling product teams to drive bounce rates below 7% across products.
  • Led cross‑functional execution with Collections, Finance, Product and Engineering on COVID moratorium handling, approving ~10K customer requests and helping save $5M in delinquency.
  • Established and managed relationships with key decision makers at partner organisations to improve renewal and retention outcomes and accelerate partnership growth.
Karvy Digikonnect Limited
Hyderabad, India
Manager - Strategic Alliances & Partnerships
10/2016 – 08/2018
Financial services/distribution partnerships; managed lender relationships and operations for customer support and collections units.
Tech Stack: Dashboards & Reporting, Performance Monitoring, Collections Platforms, MS Office
  • Owned lender relationships across banks, NBFCs and small finance banks, driving a 2x increase in debt collections within three months through targeted recovery programs.
  • Managed business unit performance for Customer Support & Collections via performance monitoring, system audits and quality assurance to raise operational standards.
  • Designed and implemented service standards and guidelines that became benchmarks and contributed to a 2x increase in monthly revenue for the unit.
  • Developed operational dashboards with analysis and action plans to identify process improvements and reduce collection cycle times.
  • Negotiated SLAs and operational terms with lending partners to accelerate recoveries and improve dispute resolution timelines.
  • Coached and onboarded collections and CX teams to improve adherence to processes and escalate resolution efficiency.
Kochar Infotech Private Limited
Chennai, India
Deputy Manager - Customer Experience
01/2016 – 10/2016
IT services and solutions provider supporting customer experience operations; responsible for CX operations, quality and process improvements.
Tech Stack: Dashboards & Reporting, Performance Monitoring, MS Office, Knowledge Management
  • Managed customer experience operations, establishing KPIs and SLA frameworks to improve response and resolution workflows.
  • Introduced performance monitoring and quality assurance processes to identify root causes and reduce repeat escalations.
  • Collaborated with IT and operations teams to implement process fixes and streamline issue triage across support channels.
  • Developed reporting packs and operational dashboards used by leadership to track CX metrics and agent performance.
  • Implemented training and knowledge management initiatives to improve first contact resolution and agent efficiency.
  • Coordinated with stakeholders to close process gaps between product, engineering and support teams for faster incident resolution.
Aegis Limited
Hyderabad, India
Assistant Manager - Customer Experience
01/2015 – 12/2015
BPO and customer experience services; focused on call centre performance, repeat caller reduction and CX performance improvement projects.
Tech Stack: Call Centre Reporting, Knowledge Management, Performance Monitoring, MS Office
  • Led 'Unique Caller%' improvement project, raising unique caller rate from 65% to 88% between Jan and Aug 2014 by eliminating repeat call drivers.
  • Identified top 20 reasons for repeat callers and introduced live tools and one‑stop solution pages to empower agents and reduce repeat contacts.
  • Interfaced with internal and external stakeholders to resolve major system and technology issues, driving an immediate 25% improvement in operational performance.
  • Designed agent scripts and issue resolution flows to reduce repeat calls and improve average handling time.
  • Monitored call metrics and produced regular insights to guide training and process changes for the support team.
  • Coached frontline agents and led knowledge transfer sessions to sustain improvements in caller uniqueness and resolution rates.

Projects

COVID 19 - RBI Moratorium | 04/2020 – 09/2020
Tools Used: Collections Strategy, Cross‑functional Coordination, Power BI, Customer Support
  • Created a real‑time tracker to capture customer requests across CX, Collections and social channels to process RBI moratorium requests.
  • Coordinated with Collections, Finance, Product and Engineering to ensure ~10K customer requests were reviewed and approved, preventing delinquency escalations.
  • Managed customer communications and operational flows to avoid collections distress during lockdown, contributing to an estimated $5M in delinquency savings.
Unique Caller% Improvement | 02/2015 – 08/2015
Tools Used: CX Operations, Process Improvement, Stakeholder Management
  • Solely managed the program that improved Unique Caller% from 65% to 88% by diagnosing repeat call drivers and implementing targeted fixes.
  • Built one‑stop solution pages and live agent tools to handle frequent issues, reducing repeat calls and improving agent productivity.
  • Engaged internal and external stakeholders to address system gaps, achieving a 25% immediate performance uplift after fixes.

Education

Mahatma Gandhi University
Master of Business Administration • Hyderabad, India • 01/2018 – 12/2019
Mahatma Gandhi University
Bachelor of Science • Hyderabad, India • 01/2012 – 12/2014

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