Senior Manager-Contact Point Verrification

3 hours ago

Gurgaon, Haryana, India Skyleaf Consultants LLP Full time ₹ 12,00,000 - ₹ 36,00,000 per year

About the Company

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.

Responsibilities

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

Qualifications

  • 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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