Rakshith Shetty
@rakshithshetty
I lead Video KYC operations, driving RBI-compliant onboarding and cross-sell growth.
IndiaWhat I'm looking for
I’m a banking operations professional with 6+ years of experience in Video KYC (V-CIP), customer onboarding, regulatory compliance, and team leadership. At Kotak Mahindra Bank, I lead a team of 15+ agents delivering 9,500+ monthly customer onboardings with full adherence to RBI guidelines.
I own end-to-end Video KYC onboarding operations and process 9,500+ customer verifications per month, supporting team-wide volumes of 15,000+ monthly verifications at 65%+ success rate. I translate operational data into MIS reporting and adherence tracking to improve onboarding efficiency, compliance accuracy, and cross-sell conversion.
I’m known for quality monitoring and risk control—conducting live and recorded video interaction audits, running regular quality audits, and enforcing professionalism and regulatory adherence. I resolve escalated customer verification cases by partnering with compliance and cross-functional teams to close process gaps.
I also focus on people development through performance coaching, training, and structured feedback to sustain service quality and compliance. I’ve designed process improvements that reduced KYC drop-off rates and improved first-attempt completion rates, while strengthening attendance, workforce adherence, and operational governance.
Experience
Work history, roles, and key accomplishments
Led a team of 15+ Video KYC and outbound cross-selling agents, delivering 9,500+ monthly customer onboardings with 100% adherence to RBI V-CIP guidelines. Owned end-to-end onboarding operations for 9,500+ verifications monthly (supporting 15,000+ team-wide verifications) and drove product adoption for Kotak Super 811 and PVR Debit Card.
Coached and enabled Video KYC teams by improving guideline adherence through onboarding and refresher training for new and tenured agents. Conducted live/recorded session reviews and quality audits, delivering targeted feedback to improve communication and technical accuracy against internal and RBI requirements.
Ensured compliance with evolving KYC regulations and internal process changes while maintaining productivity benchmarks and high-quality customer servicing. Reviewed and audited customer records for KYC compliance and mentored junior team members while handling critical day-to-day operational tasks.
Media Executive
Hinduja Global Solutions
Jul 2018 - Mar 2020 (1 year 8 months)
Managed customer communications across email, chat, and voice channels for Idea and Vodafone accounts with a focus on accuracy, turnaround time, and satisfaction. Produced and maintained reports supporting telecom legal case resolution workflows.
Education
Degrees, certifications, and relevant coursework
University of Mumbai
Bachelor of Science, Information Technology
Earned a Bachelor of Science in Information Technology from the University of Mumbai.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Skills
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