Lead a team of 50 VKYC Officers and Team leaders
Manage different platforms used for VKYC and the flow of calls.
Introduce recent systems, processes, Integration, UAT, upgrade existing platform for enhanced performance and bring continuous improvement is VKYC success rate.
Stakeholder management with Product, IT, Marketing teams, compliance
Resource management to meet business demand.
Engage with quality team to improve team’s performance. Provide periodic trainings.
Manage business escalations and maintain high standards of operation.
Knowledge of Digital Banking, A/c opening flow, documentation and KYC standards.
Reviewing product notes and SOPs.
MIS management / regulatory reporting, Audit Management
Allocation of work responsibility for team members based on the volume and reviewing of productivity of team members.