Payments Business and Banking Professional with 14 years of experience in POS, Bank Digital Wallets, E-Commerce, payment Gateway, Digital Payments, Card acceptance, Compliance, Commercial Authorisation( Card Issuance & Merchant Acquiring) & customised Payment Solutions with an objective of expanding responsibilities, improve institutional ability to exceed and achieve organisational goals.

1. Roshan Anand Gonthukupuli
Mobile: +971 503935560 (UAE)
+0091 9885367000 (India)
E--MMaaiill:: roshananandg@gmail.com
:roshan.anand@hdfcbank.com
Payments Business and Banking Professional with 14 years of experience in POS, Bank Digital Wallets, E-Commerce, payment Gateway,
Digital Payments, Card acceptance, Compliance, Commercial Authorisation( Card Issuance & Merchant Acquiring) & customised
Payment Solutions with an objective of expanding responsibilities, improve institutional ability to exceed and achieve organisational
goals.
Seeking assignments in Sales, Service, Relationship & Business Development / Digital Marketing/ Channel/Vendor Management with a
high growth oriented organisation of repute
PROFESSIONAL SYNOPSIS
 A goal oriented professional with over 10 years of experience in Sales, service, relationship, Business Development, Marketing, Channel
Management and Team Management with well known Banking organisations.
 Presently associated with HDFC BANK LTD, Vizag as a Asst. Manager.
 Experience in devising sales & pre-sales activities for all Banking related products and accelerating the business growth.
 Demonstrated abilities in developing franchisee and dealer network infrastructures and effective channel management in augmenting business.
 Exposure in analysing market trends to provide critical inputs & formulating selling & marketing strategies.
 An effective leader with excellent communication, analytical, team building & business development skills.
CORE COMPETENCIES
Sales & Business Development
 Handling sales & marketing operations for various products, thereby achieving sales growth.
 Identifying new streams for revenue growth & developing sales plans to build consumer preference.
 Analysing business potential, conceptualising & executing strategies to drive sales, augment turnover and achieve desired targets.
 Monitoring, qualifying and pursuing business opportunities through market surveys and mapping as per targeted plans as well as through lead
generation & achieving market share.
Service
 My role is too manage the commercial payments (POS) business,Payment gateway operations,Digital wallets deployment and serive
solutions,Cash on Pos,Educaional Smart hub solutions, and entire merchant acquiring field service and operations for HDFC Bank Ltd in
Andhra Pradesh location.
 I lead a team of Service Engineers who trouble shoot all the technical issues related to POS (Point of Sale) & resolving them with in
stipulated Turn Around Time (TAT).
 Executing the installations & de-installations based on the acquiring team and update the Reports.
 In addition to above, we also maintain the bank inventor under lock and key as per the market demand/ requirement. The Bank asset are
maintained as per the register to record the moment of POS terminal in & out of bank premises across the state.
 Charge back and Retrieval Fulfillment
Ensure on receipt of any payment dispute from the issuing bank a communication is sent to the merchant on the same. Regular follow up
needs to be done to ensure that relevent documents are received so as to ensure that the interest of both Bank and merchant are
protected.
 Complaint Management
Ensure that all internal and external customers are responded to within 24 hours from the time the complaint is received. A holding reply to
be sent with clear timelines where there is dependency.
 Helpdesk
Ensure that all queries raised by merchants are logged as per the set process and resolved within the set TATs. Helpdesk staff is
adequately trained on the existing processes and new processes. Adequate staffing as per the budget to ensure smooth functioning of the
desk. Cost control to improve the profitability. Drive new initiatives to logical conclusion within time lines.
Marketing

2.  Tracking competitor activities and providing valuable inputs and new features addition for fine tuning the selling and marketing strategies and
devising effective counter strategies.
 Utilising client feedback & personal network to develop marketing intelligence for generating leads
Channel Management
 Enabling business growth by developing and managing a network of channel partners across assigned territories as per the set goals.
 Guiding and training partners to accomplish set revenue and business targets as per company norms.
 Identifying and networking with financially strong and reliable dealers, resulting in deeper market penetration and improved market share.
Team Management
 Managing the gamut of tasks including manpower planning, recruitment and training of Sales Teams, both In-house and at Channel Partners’
end.
 Creating an environment that sustains and encourages high performance; motivating teams in optimising their contribution levels.
 Implementing rewarding schemes for the team members based on overall performance and achievements also training them accordingly in
achieving targets.
ORGANISATIONAL EXPERIENCE
From May’12 to Till date with HDFC Bank., at Vizag as a Manager - Payment Business Solutions (Merchant Services and Credit Card
Issuing & Operations).
 Handling a team of 51 Operations cum sales executives for Entire AP branches as Sales and Service Manager for AP State.
 Responsible to handle the top retailers in the given area by maintaining relations and providing service.
 Handling a team in different locations. Motivating, training and coordinating them for sales as well as service to maintain relation with the
merchants and credit card customers.
 Promoting different services that bank has and as per the merchant convenience.
 Looking after the services issues and coordinating with the service team and solving them.
 By Achieving 150% Growth ever month and received multiple applauds from the Senior Management.
Summary of current role
HDFC Bank (Merchant Services), Vizag
Service Manager
Mar’ 14 – Till Date
Primary role:
 My role is too manage the commercial payments (POS) business for HDFC Bank Ltd in Andhra Pradesh location.
 I lead a team of Service Engineers who trouble shoot all the technical issues related to POS (Point of Sale) & resolving them with in
stipulated Turn Around Time (TAT).
 Executing the installations & de-installations based on the acquiring team and update the Reports.
 In addition to above, we also maintain the bank inventor under lock and key as per the market demand/ requirement. The Bank asset are
maintained as per the register to record the moment of POS terminal in & out of bank premises across the state.
Charge back and Retrieval Fulfillment
Ensure on receipt of any payment dispute from the issuing bank a communication is sent to the merchant on the same. Regular follow up needs to
be done to ensure that relevent documents are received so as to ensure that the interest of both Bank and merchant are protected.
Complaint Management
Ensure that all internal and external customers are responded to within 24 hours from the time the complaint is received. A holding reply to be sent
with clear timelines where there is dependency
Helpdesk
Ensure that all queries raised by merchants are logged as per the set process and resolved within the set TATs. Helpdesk staff is adequately trained
on the existing processes and new processes. Adequate staffing as per the budget to ensure smooth functioning of the desk. Cost control to
improve the profitability. Drive new initiatives to logical conclusion within time lines.
Summary of previous roles
HDFC Bank Ltd
Assistant Manager
Centralised Retail Asset Operations, Vadapalani Branch, Chennai
May 2012 to Till January 2014
Complaint Management at Centralised Location for all Retail products of the Bank.
Products handled at this position.
 Credit Card
 Personal Loan
 Two Wheeler Loan
 Car Loan
 Gold Loan
 Loan Against Property
 EEG,BEG Business Loan
 Commercial Transport Loan
 Loan against Securities
End to End Branch Retail Operations including lead generation,
Application Processing, Loan Disbursements , Foreclosures, Bureau Update and CIBIL Ratifications.

3. H.S.B.C (HSBC Operations and Processing Enterprise) Chennai
Senior Associate – Quality and Support)
Feb’10 – April’12
Service Quality for SM, BO and RBI complaints, Grievances Redressal Team - HSBC India.
 Auditing and analyzing the complaints registered on the Bank by the Complaint Reference number generation system used to
communicate with the Departments of HSBC India for Personal Banking, Credit Card , Asset, Bill Payment advice the areas of
improvement and capture the service delivery through TMF (Transaction Monitoring Form).
 Train the new joiners on banking products, process and on floor support to the Officers.
 Advising the officers, when required assistance for resolving the complaint and clarify their doubts.
 Auditing and analyzing the complaints registered through across Branches. A system to communicate with the Departments of HSBC
India.
 We deal with the central sampling of credit card applications. 10% at the pre-compliance stage & 100% at the post-approval stage of
credit card applications. Our main task is to eliminate the documentation fraud by mitigating the risk. Third party vendor auditing on a
quarterly basis & sending the report to the hierarchal about the audit findings and the actions.
 Preparing monthly MI on the fraud trends and alerting the agencies and field executives to concentrate on that areas. Setting the
parameters based on the latest fraud trends by reviewing them on a monthly basis.
 Reporting figures of fraud savings on weekly, monthly & quarterly basis to the management & the teams. Preparing the power point and
presenting in the discussion forums for any better ideas to mitigate the fraud.
 Grading the merchants based on the risk analysis and type of business and assessing the risk investigating in case of any miscellaneous
transactions. Transaction monitoring and investigating the defaulters or any skip payments.
 System generated instincts are investigated and advice the team to take any kind of action. Ensuring that we close the cases with in the
TATs.
 One time business verification to identify any setup or fraud companies. We take a decision on field verification reports.
H.S.B.C (H D P I), Visakhapatnam
Associate- May 2005 – February’2012
Handled regional debt Settlements, Hardships, Personal Banking queries and complaints, Back End processing for retail assets,
collections and Voice authorization centre (Fraud & Regulatory Queries and Complaints)at Visakhapatnam
 VAC deals with transactions on behalf of merchants and banks for Authorisations.
 Here we act as interceptor between the bank and the merchant in conducting the security check and get a response on the cardholders
account. We are in front line of defence to stop any kind of third party fraud.
 In the issuing queue other bank's call us for an authorisation with a referral. We do credit checks and verify fraud parameters based on
which we decline or authorize a transaction.
 Escalate any suspicious activity based on the nature of purchase and the spending pattern of the card holder.
 In the other queue we receive calls from other internal departments and branches where in we need to provide the detailed information
about the transactions which got declined on the card and the reasons for the decline.
 Name and address verification queue. In this we receive calls from peer groups for a name and address verification on various credit and
debit cards.
 I am good at data processing hence management cross trained me into travel plan implementing queue so that I can support the team
during high risk volumes.
Wipro BPO Ltd
Technical Support Executive
Jan'2004 – May'05 (Part – Time)
Provided technical support to customers over sea’s regarding Intuit financial software, Handling Fraud related issue’s and tax Filings. Both Voice
and Correspondence.
Accomplishments:
 To proactively handle the merchant transactions and provide excellent merchant support to them and resolving their queries.
 Cross - trained in all the payment channels on both acquiring and the issuing side.
 Met and exceeded targets in service revised annually by the business. Committed to the best quality service to minimize the risk to the
customers and the bank by doing security checks whenever required.
 In charge of the Audit and Compliance policies for the team and handled the objectives of the same.
 To handle customers' data confidentially by liaising with the merchant's banking partners.
ACADEMICS
QUALIFICATIONS INSTITUTION PERCENTAGE
PGDBM(2005) Guru Nanak Institute of Management, New Delhi
69
BCA(2003) Guru Nanak College, Chennai.
67
Higher Secondary(2000) National Open School, New Delhi 58
Secondary(1997) AP secondary School Board 55

4. PERSONAL DETAILS
Personal Vitae
Date of birth 15.02.1981
Father’s name Anand Kumar G (Late)
Gender Male
Nationality/Religion Christian
Marital Status Married
Location, Contact number Abu Dhabi, UAE + 0971503936650
Vizag, India +091 9885367000
DECLARATION
I, Roshan Anand, hereby declare that the information furnished above is true and correct to the best of my knowledge.
PLACE: Abu Dhabi SIGNATURE
DATE: (Roshan Anand G)