Dhaval Varaiya

About Dhaval Varaiya

I specialize in building scalable, compliant, and customer-centric operations for digital-first financial products.With over 22 years of experience in fintech, payments, and banking at Jupiter, I lead the Ops charter across high-impact verticals. We’ve scaled ops for millions of users, driven process automation and ensured daily compliance across ecosystems involving RBI, NPCI, and network partners like Visa/Mastercard.I’ve scaled ops teams from scratch, implemented regulatory-first systems (including ISO 27001, PCI-DSS, SOC2), led reconciliation, KYC, chargebacks, card issuance, and fraud management, and delivered cost optimizations in the range of ₹ 7 crores (8 million USD equivalent).My expertise spans:Designing ops for credit card, PPI wallets, UPI & P2P productsAligning with network and central bank compliance (Visa/Mastercard, NPCI, RBI)Creating lean, agile teams that partner deeply with product, engineering, and riskRunning ops as a strategic function, not just a support engine.My strength is bridging execution with strategy and building teams that thrive in ambiguity.

Experience

1. Director Operations

   Jupiter

   Dec 2019 — Present · Mumbai, IN

   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.

Education

• SVKM's Narsee Monjee Institute of Management Studies (NMIMS)

  PGDBM, MBA

  2009 — 2011

• J.H.Poddar High School

  Mathematics

  1993 — 1998

• University of Mumbai

  B.Com, Commerce

  1998 — 2003