Jephrin John Rinold P has been appointed as Vice President | Head Business Operations – Digital Banking at Unity Small Finance Bank, bringing nearly two decades of experience across digital banking, customer experience, business operations, service excellence, contact center management, and financial services transformation. In his new role, he will lead digital banking operations, strengthen customer-centric processes, enhance operational efficiency, and drive seamless digital banking experiences for customers.
Prior to joining Unity Small Finance Bank, Jephrin held key leadership positions within Jio Financial Services, serving as Head of Customer Experience & Principal Nodal Officer at Jio Credit Limited and Head of Customer Service Experience at Jio Payments Bank. During his tenure, he played a significant role in building customer-centric service frameworks, strengthening grievance management, enhancing customer satisfaction, and driving operational excellence across digital financial services.
Before Jio Financial Services, he served as Head of Contact Center at Pine Labs, where he led customer support operations and service transformation initiatives. Earlier, as Senior Program Manager at Airtel Payments Bank, he focused on customer experience programs, process optimization, and service delivery enhancement across the rapidly growing digital banking ecosystem.
Jephrin also held leadership roles at Paytm Money, Paytm Payments Bank, and airtel, where he spent over eight years as National Business Manager, gaining extensive experience in business operations, customer engagement, sales management, digital financial services, and large-scale team leadership. He began his professional journey with Optimus Global Services Ltd, building a strong foundation in operations and customer management.
With a career spanning Unity Small Finance Bank, Jio Financial Services, Pine Labs, Airtel Payments Bank, Paytm, airtel, and Optimus Global Services Ltd, Jephrin brings a powerful combination of digital banking expertise, customer experience leadership, operational excellence, and business transformation capabilities. His appointment reflects Unity Small Finance Bank’s commitment to strengthening its digital banking operations and delivering superior customer experiences in an increasingly digital-first financial landscape.