Associate Manager, CX (VKYC process)

Key deliverables:

1. Manage and improve operational metrics for VKYC support team ensuring high customer satisfaction
2. Drive process improvements and implement initiatives for regulatory compliance and process excellence
3. Build and develop team capabilities while controlling attrition and fostering a positive work environment
4. Collaborate with internal stakeholders including service leaders, training, quality, and business analysts

Role responsibilities:

1. Oversee daily operations and monitor team performance against SLAs and KPIs
2. Identify opportunities to develop new tools and optimize existing workflows
3. Lead communication and coordination with cross-functional teams for issue resolution
4. Ensure regulatory compliance and manage customer complaints and inquiries effectively