VKYC Team leader

Digital operations / BFSI / Fintech requirement. Experience: 4-7 years. Location: Bengaluru. Type: Full-Time. Level: Senior / Supervisory.

Job Summary

We are seeking a proactive and compliance-driven VKYC Team Leader to manage day-to-day Video Customer Identification Process (V-KYC) operations. The role requires leading a team of VKYC executives, ensuring adherence to RBI guidelines, preventing fraud, and driving conversion rates while delivering a seamless digital onboarding experience for customers.

Key Responsibilities

• Lead, mentor, and supervise a team of VKYC Executives to ensure high productivity and service levels.
• Monitor live and recorded video interactions to ensure strict compliance with RBI/AML and KYC guidelines.
• Track key performance metrics including conversion rates, handling time, queue drop-offs, and accuracy.
• Handle escalated customer queries, technical glitches, or exception cases during verification.
• Conduct regular audits of completed video KYCs to check for fraud risks, forgery, or process gaps.
• Coordinate closely with Risk, Compliance, Fraud Control Unit (FCU), and IT/Product support teams.
• Manage shift rosters, floor operations, and resource allocation to handle peak customer traffic efficiently.
• Provide continuous coaching, feedback, and training to team members on soft skills and regulatory checks.
• Prepare and analyze daily, weekly, and monthly MIS reports on VKYC operational performance.
• Drive process enhancements and suggest workflow optimizations to reduce turnaround time (TAT).
• Ensure robust security protocols are maintained during data capture, geo-tagging, and document storage.
• Stay updated on regulatory updates concerning video- based customer onboarding.

Required Skills

• 4-7 years of overall experience in banking/fintech operations, with at least 2-3 years specifically managing VKYC or digital onboarding teams.
• In-depth knowledge of RBI guidelines, PMLA regulations, KYC standards, and document verification protocols.
• Strong leadership capabilities, team management, conflict resolution, and floor control skills.
• Exceptional attention to detail with proven ability to detect fraud, spoofing, or document tampering.
• Excellent communication skills, technical proficiency in CRM/VKYC platforms, and robust data reporting (MIS) capabilities.