About the Company
We are seeking a seasoned operations leader to head our Contact Point Verification (CPV) / Address Verification team, servicing leading Banks, NBFCs, Payments & Insurance clients. The incumbent will be responsible for driving operational excellence, ensuring regulatory compliance, managing large-scale field operations, and delivering high-quality outcomes aligned with BFSI client requirements along with Vendor procurement and management.
Responsibilities
- Operations Management
- Lead day-to-day operations of CPV / address verification processes across multiple geographies.
- Ensure adherence to TAT, accuracy, and compliance as per client SLAs & RBI/IRDAI guidelines.
- Monitor productivity, capacity planning, and resource allocation across field staff & back-office teams.
- Execute end-to-end Vendor / Partner Management & Vendor Procurement.
- Quality & Compliance
- Build and enforce robust quality control processes to minimize fraud, errors, and rejections.
- Stay updated with BFSI regulatory changes impacting CPV processes and ensure compliance.
- Conduct audits and implement corrective actions to maintain data integrity and operational hygiene.
- Client & Stakeholder Management
- Act as the primary escalation point for BFSI clients (Banks, NBFCs, Insurers).
- Participate in governance meetings with clients, presenting performance dashboards & improvement plans.
- Partner with the sales/solutions team in new client onboarding and process design.
- People Leadership
- Lead and mentor a large, distributed team of field verifiers, team leaders, and coordinators.
- Drive training, motivation, and productivity improvement across teams.
- Create a performance-driven culture with strong governance and accountability.
- Process Improvement & Automation
- Collaborate with technology teams to introduce automation, mobility solutions, and digital workflows.
- Identify opportunities for cost optimization while improving service quality.
- Benchmark against industry best practices and continuously upgrade processes.
- Reporting & Governance
- Publish MIS reports, SLA dashboards, and productivity trackers for internal leadership & client reviews.
- Drive data-backed decision making and predictive analytics for workforce planning.
Qualifications
- Experience: 8+ years in BFSI operations, with at least 5+ years managing CPV / field verification / risk operations at scale.
- Industry Exposure: Strong understanding of CPV, KYC, fraud risk controls, and regulatory requirements in BFSI & Vendor Management.
- Leadership: Proven experience managing large distributed teams (Vendors + including field staff).
- Client Orientation: Experience working with senior client stakeholders in Banks/NBFCs.
- Tech Orientation: Familiarity with CPV automation, field mobility apps, dashboards, RPA or workflow tools.
- Education: Graduate / MBA preferred.
