Ruchi Mohabe

Powerlist Category: Financial and Professional Services

In the past 12–18 months, I’ve focused on driving impact within Zilch and across fintech. I lead a diverse team of 12 direct reportees, 40 dotted-line reportees, and an extended team of 200, delivering exceptional service to Zilch’s 4.5 million customers. This diversity drives creative problem-solving and innovation, positioning the team to shape fintech beyond Zilch. I developed a bespoke training programme covering fintech fundamentals, UK regulations, and specialised modules for vulnerable customers, ensuring exceptional care. A feedback loop enhances Zilch’s products and expands service capacity.

Externally, I represent Zilch at industry roundtables with leaders from Intercom, Zendesk, and BCG, sharing ideas on customer support, AI self-service, and operational efficiency. Internally, I work with Zilch’s ExCo to align service performance with strategic goals. My efforts champion inclusivity, innovation, and customer-centricity, elevating standards and benefiting Zilch’s customers.

Four years ago, I moved to the UK, switched industries, and entered fintech, drawing on strategic expertise from my roles in India. This journey of resilience and adaptability propelled me to VP at Zilch, and I share my story to inspire others to overcome barriers and achieve their aspirations. At Zilch, I’ve embedded diversity and inclusion into every decision, championing initiatives that celebrate diverse backgrounds and fostering an environment where everyone feels valued and empowered to succeed.

As part of the Diversity and Women ERGs, I’ve created mentorship platforms for aspiring women leaders and developed gender-neutral job descriptions, building a team evenly split between men and women, representing diverse ethnicities and nationalities. This diversity drives collaboration, creativity, and success, fuelling Zilch’s growth and culture. I’ve also advocated for diversity at the executive level, helping Zilch achieve 60% women leaders and 40% men from varied backgrounds.