Job Title VKYC Team Leader Location Thane - Wagle Estate CTC 45 000 CTC Industry BPO FinTech Banking Operations Employment Type Full-time Role Summary The VKYC Team Lead will act as the primary Single Point of Contact SPOC for Branch International managers and will be responsible for end-to-end on-ground management of the VKYC operations team The role requires ensuring operational efficiency strict compliance with SOPs high-quality customer interactions and continuous development of agents through coaching and training Key Responsibilities Operational Management Manage day-to-day VKYC operations including roster planning and leave management Address and resolve team grievances promptly Ensure adherence to operational SLAs and productivity targets Client Liaison Act as SPOC for Branch International managers Share volume updates process changes and operational challenges Coordinate effectively to implement client-driven changes Coaching Performance Management Conduct weekly performance reviews and regular 1 1 sessions Track individual and team KPIs Create and execute Performance Improvement Plans PIPs for bottom-quartile performers Training Development Conduct regular refresher training sessions on compliance and process updates Identify skill and knowledge gaps within the team Organize upskilling and cross-training sessions Escalation Handling Handle real-time escalations including irate customers Support agents during complex or sensitive VKYC video calls Ensure quick resolution with minimal impact on customer experience Technical Support Assist agents with basic troubleshooting related to VKYC platforms Support issues related to camera audio connectivity and CRM tools Quality Compliance Ensure adherence to all compliance SOPs Meet Quality Assurance metrics and KPIs as defined by Branch International Drive continuous improvement in quality scores Required Qualifications Skills Experience 3-7 years of experience in a BPO environment Minimum 1 year experience as a Team Lead Prior experience in Banking FinTech or KYC processes preferred Education Graduate mandatory MBA preferred Language Skills Fluent in English and Hindi written and spoken Knowledge of a third language is an added advantage Technical Skills Familiarity with CRM tools Basic IT and system troubleshooting skills Soft Skills Solid leadership and people management skills Analytical mindset with attention to detail Excellent crisis and escalation management abilities Job Type Full-time Pay 40 000 00 - 45 000 00 per month Work Location In person

📌 Team Leader - Vkyc Process (Thane)
🏢 Imperative Business Ventures
📍 Thane