Senior Manager Operations

2 days ago

Gurgaon, India AuthBridge Full time

Role SummaryWe 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 managementKey Responsibilities1. 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-officeteams. Execute End to end Vendor /Partner Management & Vendor Procurement2. 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 operationalhygiene.3. 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.4. 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.5. Process Improvement & Automation Collaborate with technology teams to introduce automation, mobility solutions, and digitalworkflows. Identify opportunities for cost optimization while improving service quality. Benchmark against industry best practices and continuously upgrade processes.6. Reporting & Governance Publish MIS reports, SLA dashboards, and productivity trackers for internal leadership & clientreviews. Drive data-backed decision making and predictive analytics for workforce planning.Key Requirements 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 regulatoryrequirements in BFSI & Vendor Management Leadership: Proven experience managing large distributed teams (Vendors + including fieldstaff). Client Orientation: Experience working with senior client stakeholders in Banks/NBFCs. Tech Orientation: Familiarity with CPV automation, field mobility apps, dashboards, RPA orworkflow tools. Education: Graduate / MBA preferred.

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