Lakshey Arora
Delivery Manager (BFSI)
Gurugram
Summary
Service Delivery Manager and Green Belt certified professional, driving operational excellence in BFSI - Markets & Securities operations. Proven success in leading high-impact Green Belt projects, achieving significant cost savings, and enhancing customer satisfaction. Skilled in process re-engineering, change management, and implementing best practices. Adept in data-driven decision making, strategic planning, and team leadership. Successfully managed large-scale transformation initiatives, improving cycle time and reducing costs. Committed to driving continuous improvement, technology implementation, and service excellence.
Overview
2025
2025
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Service Delivery Manager
TATA Consultancy Services
Gurgaon
9 2011 - Current
- Client & Securities Reference Data Management:Managed end-to-end creation, validation, and maintenance of client and securities reference data for Investment Banking systems, achieving 99.8% data accuracy.
Streamlined data workflows across platforms, ensuring consistency and compliance with BFSI regulatory requirements.
- Securities & Settlement Project:Led the Securities & Settlement Project, implementing system enhancements to optimize trade lifecycle processes.
Reduced settlement discrepancies by 30% and improved Straight-Through Processing (STP) rates by 20% through process re-engineering.
- Green Belt Process Improvements:Directed Green Belt transformation initiatives, reducing reference data discrepancies by 25% and improving operational efficiency by 30%.
Designed and implemented automation solutions, cutting manual intervention by 35% in data management workflows.
- Compliance & Risk Management:Acted as SPOC for ISO 27001 certification, maintaining zero non-conformance issues during audits.
Enhanced risk management strategies, mitigating operational risks by 20% and ensuring alignment with BFSI regulatory standards.
- Issue Resolution & Stakeholder Engagement:Resolved 95% of reference data issues within SLA, ensuring minimal disruptions to operational teams.
Provided actionable insights and data support to business units, enabling effective decision-making.
- Vendor & External Relationship Management:Partnered with external vendors and data providers, optimizing data integration efficiency by 20% and reducing vendor-related turnaround times.
- Business Continuity Management: Coordinated Business Continuity Planning (BCP), ensuring uninterrupted operations during disruptions with zero major impact.
- Service Excellence: Improved service quality by addressing client concerns proactively, resulting in a 15% boost in customer satisfaction scores.
- Leadership & Cross-Functional Collaboration:Spearheaded cross-functional BFSI projects, consistently delivering results ahead of schedule and under budget.
Developed and implemented new system frameworks to align team performance with emerging BFSI industry trends.
Senior French Financial Analyst
American Express EXL Services Pvt. Ltd.
Gurgaon
05.2009 - 09.2011
- Handling Major Vendors Payments, Car Rental Payments & Hotels payments
- Accounts for American Express Voyages
- Handling Non-Opex accounts for American Express Voyages
- Working on Oracle Accounting Application & do day to day journal entries for concerned process
- Preparing Monthly Reports
- Worked as a backup, handling Bank reconciliation for major bank accounts
- Worked as a mentor for three individual processes
- Presently a part of the training team, Provide training to new joiners for APNon Opex Accounting Team
- Worked for Lean & Six Sigma Based projects for the concerned process
French Catalogue Specialist
Amazon Development Centre
Chennai
05.2008 - 05.2009
- Procuring content for the product catalogues on the Amazon's Web Site
- Duties included, content creation, population of content from various sources (Including research on the internet), interacting
- Co-ordinating with vendor / manufacturers, identifying and correcting errors / complaints, maintaining records of work received and work performed etc
French Operations Executive ((Amazon.fr)
IBM Daksh INDIA
Gurgaon
08.2007 - 11.2008
- Providing various assistance to the overseas customers of Amazon.fr
- Providing information about the products listed on Amazon.fr
- Providing pre-order and post-order support
- Resolving account and payment issues
- Resolving escalated issues of unsatisfied customers and convinced them
Education
FRENCH DELF B1 -
Alliance Française De Delhi
New Delhi, India 01.2007 - 05.2009
B.Com (Pass) - undefined
Open Learning Delhi University
08.2003 - 08.2006
Skills
Leadership & Team Management
Client Relationship Management
Change Management
Risk Management
Transformation & Process Improvement
Project Management
Service Level Management (SLAs)
Communication & Stakeholder Engagement
ITIL & Service Management Frameworks
Business Continuity & Disaster Recovery
Budgeting & Financial Acumen
Transformation Leadership
Certification
French DELF
Timeline
Senior French Financial Analyst
American Express EXL Services Pvt. Ltd.
05.2009 - 09.2011
French Catalogue Specialist
Amazon Development Centre
05.2008 - 05.2009
French DELF
11-2007
French Operations Executive ((Amazon.fr)
IBM Daksh INDIA
08.2007 - 11.2008
FRENCH DELF B1 -
Alliance Française De Delhi
01.2007 - 05.2009
B.Com (Pass) - undefined
Open Learning Delhi University
08.2003 - 08.2006
Service Delivery Manager
TATA Consultancy Services
9 2011 - Current