Team Lead - Operations (KYC Verification)

The VKYC Team Leader is responsible for overseeing day-to-day VKYC and CD KYC Team Operations, ensuring high levels of Productivity, Quality, and Service delivery. The role involves Team Management, Workforce Planning, Performance Monitoring, Quality Audit, MIS Reporting, Queue Management and providing operational support to Users and Stakeholders.

Key Responsibilities

• Lead and manage VKYC operations to achieve productivity, quality, and TAT targets.
• Plan shifts (Morning, Afternoon & Night Shifts) and weekly offs to ensure adequate staffing and business continuity.
• Monitor team performance and share productivity, quality, and MIS reports with stakeholders.
• Review rejected VKYC cases, conduct analysis, and drive process improvements.
• Conduct quality audits of KYC verification cases and ensure adherence to standards.
• Monitor KYC queues and take timely actions to maintain service levels.
• Provide operational and application support for process-related queries and issues.
• Prepare and share operational reports, productivity dashboards, and user data as required.
• Work in rotational shifts, including Sundays and national holidays, based on business needs.

Job Requirements

• Graduate
• 2+ years into Team Handling
• 5 to 8 years of experience in KYC, Operations, or Customer Verification
• Team Leadership and People Management
• Workforce Planning and Scheduling
• MIS Reporting and Data Analysis
• Quality Auditing and Compliance Monitoring
• Stakeholder Management, Effective Communication and Coordination
• Problem-Solving and Decision-Making
• MS Excel and Reporting Tools