Sanjay Makwana
London
Summary
Accomplished professional with expertise in payments systems including SWIFT, SEPA, Faster Payments, BACS, and CHAPS. Demonstrates proficiency in card issuing and acquiring, reconciliations and settlements, account opening and onboarding, as well as KYC/AML processes. Skilled in managing fraud and chargebacks while ensuring operational risk controls and regulatory compliance within FCA-aligned environments. Adept at developing MI & KPI dashboards to drive automation and process improvement. Experienced in API/platform operations, vendor management, incident escalation management, and leading agile/lean operations. Committed to enhancing operational efficiency through strategic leadership and continuous improvement initiatives.
Overview
20
20
years of professional experience
Work history
Head of Operations
STEVEN AB
London, England
2021.06 - Current
- Lead end-to-end operations across payments, card issuing/acquiring, onboarding, reconciliations, settlements and complaints in high-volume fintech environment
- Own operational KPIs, SLAs and real-time performance dashboards across multiple product streams
- Manage SWIFT, Faster Payments, BACS, CHAPS and cross-border payment flows with focus on speed, accuracy and STP rates
- Drive automation and straight-through processing improvements reducing manual intervention and operational risk
- Lead reconciliation strategy across multiple ledgers and payment rails, ensuring timely resolution of breaks
- Oversee account opening and onboarding operations ensuring scalable KYC/AML processes aligned to regulatory standards
- Partner with Product, Engineering, Compliance and Risk teams to support new product launches and system enhancements
- Own vendor and scheme relationships including card networks and payment processors
- Lead audit and regulatory engagements ensuring strong control environment and timely remediation of findings
- Build and scale high-performing teams with strong focus on accountability, ownership and performance culture
Senior Operations Specialist
HEALTHAID
2019.04 - 2021.06
- Managed payments and cash management operations including reconciliations, exceptions and suspense accounts increased revenue profit 10 %
- Acted as escalation lead for complex operational and payment-related issues
- Delivered operational MI dashboards highlighting trends, risks and SLA performance
- Improved reconciliation processes reducing ageing breaks and improving operational accuracy
- Supported audit readiness and strengthened operational control documentation
- Designed end-to-end process flows and improved onboarding/training material using Visio
- Delivered staff training and coaching to improve operational performance and compliance adherence
Senior Manager Operations
BILLDESK
2015.02 - 2019.03
- Led financial operations covering payments, reconciliations, exceptions and transaction processing
- Managed end-to-end payment lifecycle including incoming/outgoing payments and batch processing
- Oversaw card payment exceptions including chargebacks, declines and dispute handling
- Ensured reconciliation of bank, ledger and suspense accounts with audit-ready controls
- Produced operational reporting for Finance and Risk stakeholders
- Drove process improvements to reduce manual workload and improve processing efficiency
- Supported internal audit reviews and remediation of operational control gaps
Deputy Manager
HSBC
2010.02 - 2015.01
- Managed retail and wholesale banking operations including SWIFT payments and trade finance processing
- Ensured compliance with regulatory and internal control frameworks
- Improved operational workflows to increase processing efficiency and reduce errors
- Supported audit, risk and compliance reporting requirements
- Resolved complex client operational issues across payment and trade products
- Delivered operational reporting and performance tracking
Assistant Manager
HDFC
2006.03 - 2010.01
- Managed account opening, onboarding and KYC documentation
- Managed over 50 customer calls per day
- Processed domestic and international payments including SWIFT transactions
- Supported reconciliation and settlement processes
- Handled customer queries, complaints and operational investigations
- Produced operational MIS reports and supported branch efficiency improvements
Education
BSc - PCM
Diploma - Computer Applications
Certificate - Banking & Financial Services
Skills
- Payments (SWIFT, SEPA, Faster Payments, BACS, CHAPS)
- Card Issuing & Acquiring
- Reconciliations & Settlements
- Account Opening & Onboarding
- KYC / AML
- Fraud & Chargebacks
- Operational Risk & Controls
- Regulatory Compliance (FCA aligned environments)
- MI & KPI Dashboards
- Automation & Process Improvement
- API / Platform Operations
- Vendor Management
- Incident & Escalation Management
- Agile / Lean Operations Leadership
Timeline
Head of Operations
STEVEN AB
2021.06 - Current
Senior Operations Specialist
HEALTHAID
2019.04 - 2021.06
Senior Manager Operations
BILLDESK
2015.02 - 2019.03
Deputy Manager
HSBC
2010.02 - 2015.01
Assistant Manager
HDFC
2006.03 - 2010.01