Role: Team Lead/ Assistant Manager - Merchant Onboarding (B2B KYC + Team Handling)
What You Will Do:
- Lead the team of agents for merchant onboarding with KYC verification(B2B) and compliance checks as per RBI guidelines
- Monitoring Merchant account activations and merchant onboarding experience
- Handle merchant account changes as per request from the sales team and merchants
- Query resolution for our internal customer i.e., Business Team
- Adhering to operations guidelines while activation and query resolution and maintaining the quality of the onboarding and the team
- Maintaining TAT as per SLA for the process
- Identifying process improvement area and implement solution to improve the OKRs
- Take leverage of AI and implement Agentic/AI solutions in the product flow to improve merchant experience
- Monitor the quality of the Agentic/AI solutions as per the defined standards
- Work with policy makers, product managers and quality monitoring team to understand the gaps and implement process improvements
What You Will Need:
- Minimum 5+ years of relevant experience in Back End Operations(KYC - B2B), preferably from a fintech background
- Team handling experience - 2 years +
- Process oriented, proactive and result driven individual.
- Strong interpersonal skills and the ability to understand the merchant's requirement before the account is activated.
- Be a quick learner with an analytical mind, to understand back end operations and the fintech product
- Understanding of product flows
- Worked/understanding of implementation of AI in the workflows
