Video KYC Team Lead

4 weeks ago

Delhi, Delhi, India Tide Full time

About Tide:

Tide is a leading business financial platform in the UK and India, providing innovative solutions for small businesses to save time and money. Our mission is to empower entrepreneurs and help them grow their businesses.

About the Role:

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

Key Responsibilities:

  • Supervise a team of vKYC analysts and ensure compliance with regulatory requirements.
  • Audit vKYC calls for compliance adherence.
  • 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 required.
  • Bring process/system efficiency to enhance the effectiveness of the team.
  • Support in hiring of agents.
  • Collaborate with 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:

  • Highly motivated, enthusiastic, and driven individual with a never-say-die attitude, capable of maintaining team morale in any situation.
  • 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 team operations requirements, backed by data.
  • Comfortable setting goals and KPIs, forecasting, and planning.
  • Comfortable with change, ambiguity, debate, and 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.

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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