Assistant Manager NRI Operations (KYC & Onboarding)

Team Lead/ Assistant Manager – NRI Operations (KYC & Onboarding)

Location: Gurgaon (on-site) | Experience: 4–7 years | Full-time

You'll lead our NRI KYC & Onboarding team — operations relationship managers who help NRI users complete, fix and update their KYC across calls, chats and emails. Resolve all kinds of customer pain points including rejected documents and Aadhaar/Passport mismatches to Video KYC failures, overseas address proof issues and NRE/NRO/Foreign National account queries, your team makes sure no NRI customer stays stuck, regardless of time zone.

You'll own the key responsibilities - Onboarding conversion, CSAT, team's performance, coach your people hands-on, and work with cross-product operations team, product team and compliance to fix problems at the root.

What you'll do

• Lead, coach and grow a multi-channel team of NRI KYC operations executives
• Own onboarding conversion, SLAs, turnaround time, CSAT, first contact resolution and resolution quality
• Manage team rosters and real-time queues to handle peak onboarding volumes and overseas customer hours
• Personally resolve complex and escalated KYC and NRI account cases (NRE/NRO/Foreign National, RI-NRI conversion, re-KYC)
• Ensure every interaction follows SEBI, RBI, KRA, KYC and AML guidelines, and that customer data stays protected
• Audit calls, chats and tickets, and turn feedback into better performance
• Build and improve SOPs and knowledge-base for operations team to ensure process standardization
• Spot trends in tickets and rejection reasons — and partner with product and tech to reduce repeat contacts
• Share clear performance MIS and customer insights with leadership

What you'll bring

• Graduate in any discipline
• 4–7 years in operations and customer service in fintech, broking, banking including 1–2 years leading a team
• Strong knowledge of KYC and customer onboarding: PAN, Aadhaar eKYC, DigiLocker, video KYC, IPV, KRA, CKYC and re-KYC
• Working understanding of SEBI and RBI KYC norms for NRI accounts, and AML basics
• Familiarity with NRE/NRO/Foreign national account structures
• A track record of hitting Onboarding conversion, SLA, CSAT and quality targets
• Hands-on experience with CRM tools like Freshdesk, Zendesk or Salesforce
• Comfort with Excel or Google Sheets for reporting
• Excellent English and Hindi communication
• Experience of handling irate customers and sensitive escalations
• Flexibility for rotational shifts, including weekends - the role requires six day working

Bonus points

• Experience with demat or mutual fund opening for NRIs
• Familiarity with Mixpanel, Metabase or basic SQL
• Exposure to Six Sigma or COPC frameworks
• Experience hiring, building and scaling a support or operations team

Why join us

• Competitive salary with performance-linked incentives
• Health insurance for you and your family
• A clear growth path to senior roles leading a larger team
• Exposure of technology led problem solving working in a fast growing Fintech Startup