Senior Manager Operations

1 week ago

Gurgaon, India AuthBridge Full time

Role Summary We 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 management Key Responsibilities 1. 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-office teams.  Execute End to end Vendor /Partner Management & Vendor Procurement 2. 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 operational hygiene. 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 digital workflows.  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 & client reviews.  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 regulatory requirements in BFSI & Vendor Management  Leadership: Proven experience managing large distributed teams (Vendors + including field staff).  Client Orientation: Experience working with senior client stakeholders in Banks/NBFCs.  Tech Orientation: Familiarity with CPV automation, field mobility apps, dashboards, RPA or workflow tools.  Education: Graduate / MBA preferred.

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