Assistant Manager - Central Ops

Location

• Thane (On-site)
• Experience: 2 to 5 Years

Position Overview

Key Responsibilities

• Oversee end-to-end VKYC operations to ensure seamless daily execution and high service delivery standards.
• Directly lead, mentor, and performance - manage a team of 60–70 VKYC agents.
• Track, monitor, and optimize key operational metrics including Agent Productivity, Quality Score, Turnaround Time (TAT), and Service Level Agreements (SLAs).
• Demonstrate hands-on proficiency with Video Banking and VKYC platforms, digital onboarding channels, and system workflows.
• Collaborate with Technology and Product teams on system integrations, API workflows, Standard Operating Procedures (SOPs), and operational troubleshooting.
• Identify bottlenecks in the digital journey and drive continuous process improvements and automation initiatives.
• Ensure strict compliance with Reserve Bank of India (RBI) VKYC/KYC guidelines, anti-money laundering (AML) regulations, and internal risk policies.
• Lead operational audits (internal, external, and regulatory), manage risk assessments, and maintain complete audit readiness.
• Manage customer escalations promptly, ensuring root-cause analysis and systemic corrective actions.
• Work closely with internal stakeholders across Technology, Compliance, Risk, Business, and Central Operations.
• Design, analyze, and publish daily/weekly/monthly MIS reports and executive dashboards for management review.

Key Requirements & Qualifications

• Full-time Graduate/ Part-time post-graduate from recognized University.
• 2 to 5 years of proven experience in Banking, NBFC, or Fintech Operations (Customer Onboarding / Digital KYC), with at least 1–2 years in a direct supervisory or team lead role within a VKYC environment.
• Leadership Experience: Team management experience preferred.
• Domain Expertise: In-depth understanding of RBI KYC guidelines, customer identification procedures, and digital onboarding methodologies for individual and business segments.
• Technical Acumen: Good understanding of VKYC platform architecture, API integrations, and digital onboarding stacks.
• Analytical Skills: Strong data-handling, analytical, and advanced MS Excel skills for MIS generation and performance tracking.
• Soft Skills : Strong verbal and written communication skills with the ability to handle customer escalations, manage internal stakeholders, and interface effectively with audit/compliance teams.