Prerna Setia
Manager Customer Experience - Regulatory Relations @Airtel Payments Bank
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WORK HISTORY
Manager Customer Experience - Regulatory Relations @Airtel Payments Bank
Gurugram, IN
EDUCATION
Delhi University
Bachelor of Commerce - BCom, Business/Commerce, General
Bal Bharti School - India
Commerce, Business/Commerce, General
ABOUT PRERNA SETIA
Customer Operations Leader with 5+ years of experience driving regulatory-compliant, high-scale fintech operations, with deep expertise in RBI Ombudsman escalations, fraud investigations, SLA governance, and risk mitigation. In my current role at Paytm Payments Bank, I lead a 20-25 member operations team managing complex regulatory and customer escalations across UPI, Wallet, and AEPS, delivering improvement in RBI resolution timelines, reduction in turnaround time, and decrease in fraudulent incidents through process optimization and structured investigations. With a strong background in performance management, MIS reporting, and cross-functional stakeholder coordination, and prior leadership experience in customer retention and success, I bring a proven ability to balance compliance, customer trust, and operational efficiency in fast-paced, regulated environments.
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