Role & Responsibilities:
Team Management
- Lead and supervise a team of Video KYC Officers to ensure achievement of performance targets
- Monitor daily operational metrics including call volumes and verification quality
- Coach and mentor team members to drive performance improvement and ensure adherence to compliance standards
Operational Efficiency
- Ensure smooth and accurate execution of Video KYC processes with minimal errors
- Optimize resource allocation to effectively manage volume fluctuations and peak loads
Compliance & Quality Control
- Ensure KYC processes comply with RBI regulations and internal bank policies
- Conduct periodic quality checks and internal audits to identify and mitigate risks and potential frauds
Customer Experience
- Drive superior onboarding experience for customers during Video KYC interactions
- Address and resolve escalations or service-related issues in a timely manner
Reporting & MIS
- Prepare and submit regular reports (daily/weekly) on productivity, quality, TAT, and compliance metrics
- Highlight trends, operational risks, and exceptions to senior management for prompt action
Training & Development
- Organize regular training sessions for the team on KYC regulations, video verification tools, and soft skills
- Ensure upskilling of team members to keep pace with changing compliance and technology requirements
