Lakshay Setia

BFSI Operations | Consumer Banking & Compliance

Core Responsibilities & Leadership

• Team Leadership: Direct and mentor a team of 10 associates, ensuring consistent achievement of daily operational metrics and Key Performance Indicators (KPIs).

• Subject Matter Expertise: Serve as the primary SME for consumer operations, providing real-time technical support and guidance to associates to resolve complex operational bottlenecks.

• Quality Assurance: Conduct rigorous quality audits to ensure "top-notch" product delivery and operational excellence.

• SLA Management: Oversee Business Continuity Management (BCM) protocols and ensure all Service Level Agreements (SLAs) are met or exceeded through enhanced productivity tracking.

Financial Operations & Compliance

• Risk & Dispute Resolution: Manage end-to-end transaction disputes, account access issues, and general account management for high-volume banking consumers.

• KYC & Regulatory Compliance: Execute and oversee Know Your Customer (KYC) verification processes, ensuring 100% adherence to financial compliance standards and regulatory frameworks.

• Client Satisfaction: Maintain high CSAT (Customer Satisfaction) scores by providing direct, high-touch assistance to customers requiring specialized support or escalated dispute resolution.