Hema Anand

Hema Anand

Vice President ( Operations)

  • Mumbai Maharashtra

Work experience

Work experience


Jan 2015 - Present
Transerv Pvt. Ltd.


  • Responsible for managing the entire process of Merchant on-boarding, risk assessment and review of process.
  • Developing, modifying and maintaining the operational guidelines and design effectiveness of internal control
  • Handling key customer complaints/chargeback and to ensure closure within TAT.
  • Monitoring and analyzing transactions, carrying our merchant audit to check for the active/inactive merchants and ability to detect emerging fraud trend.
  • Review of velocity rules on periodic basis with the help of transaction monitoring and mitigate operational risk.
  • Handling overall relationship with bank by managing ESCROW, settlements, recon, audit and maintaining compliance
  • Design requirement for risk assessment, transaction monitoring, Settlement, regulatory reporting and automation.
  • Responsible for all inter-bank fund movement, authorization and reconciliation of accounts daily and ensure compliance related to Merchant Business.


2008 - Dec 2014
eSSecom Pvt. Ltd

Manage the analysis and testing of new business or tool launches(UAT) Lead cross functional systems and process improvement initiatives


  • Management of complete Payment Gateway Operations Merchant onboarding
  • Ensuring that all KYC documents are collected Manual verification of KYC documents submitted by the merchant
  • Visit to Merchant establishment
  • Obtaining approvals from partner banks and uploading merchant information in Database Risk Management
  • Verifying if the merchant falls in the high risk category by checking goods and services the merchant portal intends to sell online
  • Checking blogs and customer grievances posted online Monitoring transactions and analyzing the RTS(refunds to sales ratio) on a periodic basis
  • Carrying our merchant audit to check for the active/inactive merchants on a quarterly basis to identify new and emerging fraud trend Setting up velocity rules in the system based on the category of the merchants
  • Follow a Release on delivery policy to ensure buyer protection
  • Deposits from merchants to cover chargeback/refunds and periodic review of the same.
  • Establish good rapport with customers to ensure that customers do not approach the bank for dispute resolutions
  • Speedy resolution of all disputes Final approving authority for reconciliation and Settlement to partner merchants
  • Co-ordination with partner banks and maintenance of banking relationship
  • Co-ordination with partner merchants and maintenance of merchant relationship
  • Co-ordination with Bank Correspondent and CSPs of the Financial inclusion project Provide support to CSPs at field level
  • Single point of contact for all technical integration
  • Single point of contact for internal network security audit
  • Highest level Escalation for customer support
  • Responsible for timely processing of data received from various billing entities
  • Responding to online and offline queries in co-ordination with Technical and Marketing Teams


  • Conception, Management and successful Implementation of Financial Inclusion Project for a public sector bank in 15 villages of Madhya Pradesh and Maharashtra.
  • Management, planning and successful demonstration of the project-“ Interoperability of Financial Inclusion System(IFIS)” to the Department of Financial Services, MOF, New Delhi
  • Successful implementation of pilot project for BWSSB-Payment of Water Bill by sending payment request as an SMS
  • Successful implementation of payment through IVRS for one of the leading Travel aggregators.
  • Management and Implementation of payment services through Net Banking and Credit/Debit Cards
  • Management and Implementation of payments services for a leading aggregator
  • Complete management of the annual PCIDSS audit.


1998 - 2008
Bethnay High School & Junior college


Manager-Operations and Administration

1997 - 1998
Monocarb Private Limited


  • Coordination with distributors/retailers/manufacturers
  • Responsible for timely processing of data received from various billing entities
  • Responsible for billing to various entities

Systems Analyst and Programmer

1990 - 1997
Computrek Services Pvt. Ltd.

Applications Developed Independently:

  • Enquiry Management
  • Order Management
  • Financial Accounting Payroll

Programmer & Statistical Analyst

1983 - 1989
Institute for Research in Reporduction

Application Developed:

  • Payroll
  • Statistical Analysis



Payment Gateway Operations

Risk Assessment & Fraud Management

Data Analytics




Diploma in Computer Science

International Software Consultants, Mumbai

B.Sc (Statistics)

Mumbai University


1976 - 1978
Pune Board



Certificate in Counceling

Christ College, Bangalore