The
Director,
Head of India Onboarding and KYC Operations - BPL
(based in Pune (preferred) or Gurugram) is accountable for leading the Onboarding, KYC Refresh, Remediation and Quality functions for BPL based in India. The role holder will own and simplify the complex operating model covering c.250 FTE across four locations and two external vendors.

The role owns the build and ongoing performance of the onboarding operating model, ensuring merchants are onboarded efficiently, compliantly, and with a consistently high-quality experience that accelerates time-to-revenue. The role will also oversee the ongoing performance of KYC refresh activity (standard and high risk) and significant KYC remediation activity, ensuring activity is performed efficiently, compliantly, with excellent quality and cost performance.

Operationally land the significant technology and process change driven by the Return To Satisfactory programme and large-scale transformation agenda for the BPL organisation.

Key Responsibilities
Strategy & Operating Model




- Define and own the operating model for India Onboarding and KYC Operations.
- Establish clear ownership, governance, service levels, and escalation paths across the onboarding, refresh and remediation journeys performed in India sites and by vendors.

Organisation Design & Leadership
- Design, build, and lead the India Onboarding and KYC organisation, including role design, skills, capacity, and sourcing strategy (internal and external).
- Create a robust leadership team and culture focused on delivery excellence, accountability, and continuous improvement.
- Define and maintain clear engagement models with Sales, Risk, Compliance, Operations, Product, and Technology.

Delivery & Operational Performance
- Own operational delivery performance across all merchant segments, ensuring consistent execution against agreed SLAs and KRIs.
- Drive improvements in onboarding, refresh and remediation cycle times, quality, predictability and efficienc

📌 Lifecycle Management (Gurugram)
🏢 Barclays
📍 Gurugram