RAJESH PATNAIK

Manager – Client Technical Services – Core Banking/Card Services

Business Leader with 17+ years of expertise in Banking, Insurance, Card Services, and Core Banking Operations. Proven ability to resolve client issues, lead large teams (20–40+ professionals), and drive operational excellence across Credit Card, Debit Operations, and ATM/Core Banking verticals. Certified Six Sigma Black Belt, Microsoft AI Transformation Leader, and Generative AI Specialist with dual MBA from IIM Raipur & SMU, Recognized for scaling operations, dispute resolution, onboarding optimization, and delivering measurable efficiency gains in global financial ecosystems.

Pune, India
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Work Experience
Manager, Client Technical Services
Fiserv India Pvt LtdPune
Apr 2026 — Present
  • Lead and manage a team of 20 engineers across Credit Card, Debit Operations, and ATM/Core Banking verticals
  • Oversee Credit Select (premium product), ensuring seamless resolution of credit card customer issues
  • Direct Debit Operations, handling debit card customer issues across multiple banking cores
  • Manage ATM/Core Banking (DNA) technical issues, reconciliation, and GL balancing for debit and credit card customers
  • Spearhead Issuer Dispute Operations as Team Lead, ensuring compliance, accuracy, and timely resolution
  • Deliver process improvement projects using Six Sigma & Lean methodologies
  • Implement Agentic AI solutions for process reengineering and stabilization, reducing defects and improving turnaround times
Team Lead
Fiserv India Pvt LtdHyderabad
May 2009 — Present
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
  • Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills
  • Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets
  • Established open and professional relationships with team members which helped resolve issues and conflicts quickly
  • Managed schedules, accepted time off requests and found coverage for short shifts
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics
  • Subject Matter Expert for 4 different processes within IPTG. Client/Onsite Communications. Team management and Team performance reporting
  • Providing support on queries and questions to enable Associates to perform to maximum
  • Support better management reporting, information flow and management, Business Process Management
  • Identify and execute on plans to eliminate operational inefficiencies, develop business best practices and design optimal solutions
  • Review key MIS, identify areas of non-compliance and evaluate options and formulate plans to address the same. Responsible for internal audit and formulation of audit requirements
  • Ensure SLA compliance by regular quality checks and reviews
  • Involved in Process Improvement Plans, Data Management and Maintaining Reports, Dashboard Preparations
  • Interact with Clients based in US (Banks and Financial Institutions) to ensure all the queries were answered within time and upto their satisfaction
  • Regular communication effectively to ensure stakeholder expectations are set correctly and appraised of the project status
Process Associate
Zavata India Pvt. Ltd.Hyderabad, India
Sep 2006 — May 2009
  • Quality Audit of HCFA 1500 and UB92 Claims
  • Analysis of the Correct Provider using BillCing Address and Tax Id and Matching the same for the next level
  • Analyzing the information given in the list of providers and finding out the correct match
  • Finding out the Facility information and Billing address and Matching the claim based on the Tax Id No
  • Maintaining and Updating the Hospital and Providers Billing Address in the claims
  • Matching of UB and HCFA Claims of Both Providers and Facilities on their Billing Address & Tax Id Nos
Skills
Client Technical ServicesCore Banking OperationsCard Services ManagementProcess ImprovementData Analytics
Education
Executive Program in General Management
Indian Institute of Management – Raipur
2020 — 2021
Master of Business Administration
Sikkim Manipal University
2006 — 2008
Certificate, Computing
Indira Gandhi National Open University
Bachelor of Commerce
Berhampur University, Berhampur, Odisha
Certifications
Certified Six Sigma Black Belt
Certified Project Management Essentials
Management & Strategy Institute.
Certificate program in Managerial essentials
Dale Carnegie Education
Microsoft Certified AI Transformation Leader
Achievements
Won best Supervisor award for meeting the SLAs for critical functions owing to high level Subject/Process Knowledge and coaching the same to the team.
Won Certificate of Excellence for Doing the Right Thing under Living Proof Recognition program.
Won several Living Proof awards for exemplary performance in the Job.
Won Team of the Year thrice in three years, 2023, 2024, 2025
Won Trailblazer Award for the year 2025.
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