Video KYC Operations Manager

2 weeks ago

Delhi, Delhi, India Tide Full time
About the Role:

Tide is a leading business financial platform in the UK and India, providing our members with business accounts and related banking services.

We are seeking a highly motivated and enthusiastic Video KYC Team Lead to supervise a team of vKYC analysts in India, responsible for conducting video KYC for prospects to identify and validate customers' information and complete onboarding due diligence.

The successful candidate will be responsible for ensuring that customers are onboarded for the business as per regulatory requirements, adhering to the video KYC guidelines laid by RBI.

Key Responsibilities:

  • Serve as the subject matter expert on video KYC and manage a team of analysts for India Operations.
  • Audit vKYC calls for compliance adherence.
  • Manage BAU activities of the vKYC team.
  • Resolve issues raised by vKYC analysts and escalations by stakeholders.
  • Manage and oversee individual and team KPIs.
  • Manage stakeholders internally and externally.
  • Provide ongoing training and continuous knowledge sharing with the analysts in the team.
  • Stay up-to-date with the latest changes in vKYC policies and implement them at the team operational level.
  • Generate MIS/reports for managing BAU and provide relevant information as required.
  • Bring process/system efficiency to enhance the effectiveness of the team.
  • Support in hiring agents.
  • Collaborate with the Head KYC to create processes in accordance with our policies, ensuring rigorous vKYC standards while building efficiency where possible with a data-driven approach.

Requirements:

  • A highly motivated, enthusiastic, and driven individual with a never-say-die attitude.
  • A good supervisor who is decisive, goal-oriented, and proactive.
  • Highly data-driven and excellent in handling MIS/Excel reports.
  • Dialer/customer service experience is an added advantage.
  • Able to forecast changes in requirements of operations of a team backed by data.
  • Comfortable setting goals and KPIs, forecasting, and planning.
  • Comfortable with change, ambiguity, debate, conflict.
  • A multi-tasker who can manage multiple streams of work concurrently.
  • A proven record of managing various stakeholders (internal and external) to get things done.
  • Good communication skills - written and verbal.
  • Will to work in a shared shift pattern.
  • Will to work on weekends or as and when required.
  • Prior experience in video KYC is preferred.

What We Offer:

  • Competitive salary
  • Self & Family Health Insurance
  • Term & Life Insurance
  • OPD Benefits
  • Mental wellbeing through Plumm
  • Learning & Development Budget
  • 15 days of Privilege leaves
  • 12 days of Casual leaves
  • 12 days of Sick leaves
  • 3 paid days off for volunteering or L&D activities
  • Stock Options

About Us:

Tide is a place for everyone. We believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members' diverse needs and lives.

We are One Team and foster a transparent and inclusive environment, where everyone's voice is heard.

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