- Who are we?

IDfy is Asia's leading TrustStack, trusted by the best, with global expertise and enterprise-grade tech, were solving trust challenges, making compliance easy, fraud detection smarter, and onboarding seamless.

Our clients include HDFC Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others. With more than 13+ years of experience and 2 million verifications per day, we are pioneers in this industry.

IDfys three platforms- OnboardIQ, OneRisk, and Privy - come together to form one seamless solution enabling trust.

Role Details:

Female Candidates preferred.

Role: Assistant Manager-Operations

Mode:Work from Office

Location: Andheri,Mumbai

Shifts: 6 days a week ( 24*7 rotational shifts and offs)

What You'll be doing:

- Lead and manage a 60-100 member Video KYC operations team in a high-volume, regulated setup
- Own end-to-end operational delivery, ensuring solid SLA adherence Monitor and improve AHT,TAT, productivity, and conversion metrics
- Drive staffing, shift planning, and overall operational efficiency Build and manage Team Leaders, QA, and frontline agents
- Conduct performance reviews,



coaching interventions, and manage attrition
- Ensure audit, regulatory, and internal compliance adherence
- Improve QA accuracy, reduce errors, and strengthen fraud-prevention practices
- Own key metrics:SLA adherence, productivity per agent, QA%, escalation TAT, attrition rate
- Maintain dashboards, report KPIs, conduct client reviews, and manage vendor governance.

You're a Perfect match if you..

- Have 4-5 years of Call Center/ Operations Management experience •Have managed 40+ member teams for at least 23 years
- Have worked in BFSI,KYC, Fintech, or other compliance-heavy environments
- Strongly understand call center metrics like AHT, Shrinkage,Adherence, and Utilization
- Are a strong people leader who balances performance with empathy •Make data-driven decisions and handle escalations confidently Thrive in high-pressure, high-volume environments
- Communicate clearly and operate with ownership Graduate/Postgraduate (MBA is a plus, not mandatory)

📌 Assistant Manager-Video KYC (Mumbai)
🏢 Baldor Technologies
📍 Mumbai