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Video KYC Team Lead

1 month ago

Delhi, Delhi, India Tide Full time
About Tide

Tide is a leading business financial platform that provides innovative solutions to small businesses. Our mission is to empower entrepreneurs and help them save time and money.

Job Description

We are seeking a highly motivated and experienced Video KYC Team Lead to join our team. As a Video KYC Team Lead, you will be responsible for supervising a team of vKYC analysts in India, ensuring compliance with regulatory requirements and providing exceptional customer experience.

Key Responsibilities
  • Supervise a team of vKYC analysts in India and ensure they adhere to regulatory requirements.
  • Audit vKYC calls to ensure compliance with guidelines.
  • Manage BAU activities of the vKYC team.
  • Resolve issues raised by vKYC analysts and escalate to stakeholders as needed.
  • Manage and oversee individual and team KPIs.
  • Stakeholder management: Internal (Member Onboarding team, Member Support Team, Member accession team, Quality Analysis Team etc.) and External.
  • 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.
  • Create MIS/reports for managing BAU and provide relevant information as needed.
  • Bring process/system efficiency to enhance the effectiveness of the team.
  • Support in hiring of agents.
  • Collaborate with Head KYC to create processes that meet rigorous vKYC standards while building efficiency where possible with a data-driven approach.
Requirements
  • Highly motivated, enthusiastic, and driven individual with a never-say-die attitude.
  • Good supervisor with decisive, goal-oriented, and proactive qualities.
  • Highly data-driven and excellent in handling MIS/Excel reports.
  • Dialer/customer service experience is an added advantage.
  • Ability to forecast changes in requirements of operations of a team backed up by data.
  • Comfortable setting goals and KPIs, forecasting, and planning.
  • Comfortable with change, ambiguity, debate, conflict.
  • Multi-tasker who can manage multiple streams of work concurrently.
  • Proven record of managing various stakeholders (Internal as well as external) to get things done.
  • Good communication skills - written and verbal.
  • Willing to work in a shared shift pattern.
  • Willing 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.