Team Lead/ Assistant Manager – NRI Operations (KYC & Onboarding)

Location: Gurgaon (on-site) | Experience: 4–7 years | Full-time

You’ll lead our NRI KYC & Onboarding team — operations relationship managers who help NRI users complete, fix and update their KYC across calls, chats and emails. Resolve all kinds of customer pain points including rejected documents and Aadhaar/Passport mismatches to Video KYC failures, overseas address proof issues and NRE/NRO/Foreign National account queries, your team makes sure no NRI customer stays stuck, regardless of time zone.

You’ll own the key responsibilities - Onboarding conversion, CSAT, team’s performance, coach your people hands-on, and work with cross-product operations team, product team and compliance to fix problems at the root.

What you’ll do

- Lead, coach and grow a multi-channel team of NRI KYC operations executives
- Own onboarding conversion, SLAs, turnaround time, CSAT, first contact resolution and resolution quality
- Manage team rosters and real-time queues to handle peak onboarding volumes and overseas customer hours
- Personally resolve complex and escalated KYC and NRI account cases (NRE/NRO/Foreign National, RI-NRI conversion, re-KYC)
- Ensure every interaction follows SEBI, RBI, KRA, KYC and AML guidelines, and that customer data stays protected
- Audit calls, chats and tickets, and turn feedback into better performance
- Build and improve SOPs and knowledge-base for operations team to ensure process standardization




- Spot trends in tickets and rejection reasons — and partner with product and tech to reduce repeat contacts
- Share clear performance MIS and customer insights with leadership

What you’ll bring

- Graduate in any discipline
- 4–7 years in operations and customer service in fintech, broking, banking including 1–2 years leading a team
- Strong knowledge of KYC and customer onboarding: PAN, Aadhaar eKYC, DigiLocker, video KYC, IPV, KRA, CKYC and re-KYC
- Working understanding of SEBI and RBI KYC norms for NRI accounts, and AML basics
- Familiarity with NRE/NRO/Foreign national account structures
- A track record of hitting Onboarding conversion, SLA, CSAT and quality targets
- Hands-on experience with CRM tools like Freshdesk, Zendesk or Salesforce
- Comfort with Excel or Google Sheets for reporting
- Excellent English and Hindi communication
- Experience of handling irate customers and sensitive escalations
- Flexibility for rotational shifts, including weekends - the role requires six day working

Bonus points

- Experience with demat or mutual fund opening for NRIs
- Familiarity with Mixpanel, Metabase or basic SQL
- Exposure to Six Sigma or COPC frameworks
- Experience hiring, building and scaling a support or operations team

Why join us

- Market-competitive salary with performance-linked incentives
- Health insurance for you and your family
- A clear growth path to senior roles leading a larger team
- Exposure of technology led problem solving working in a fast growing Fintech Startup

📌 Assistant Manager – NRI Operations (KYC & Onboarding) (Gurugram)
🏢 INDmoney
📍 Gurugram