Video KYC Process Team Leader

Role Summary: The VKYC Team Lead acts as the primary Single Point of Contact (SPOC) for Branch International managers. You will be responsible for the on-ground management of the VKYC team, ensuring operational efficiency, strict adherence to compliance SOPs, and the continuous development of agents through training and coaching. Key Responsibilities: ● Operational Management: Manage day-to-day operations, including roster planning, leave management, and handling team grievances. ● Client Liaison: Serve as the SPOC for Branch International managers to discuss volume updates, process changes, and operational challenges. ● Coaching & Performance: Conduct weekly performance reviews and 1:1 sessions with agents. Create and execute Performance Improvement Plans (PIPs) for bottom-quartile performers. ● Training & Development: Conduct regular refresher training sessions to ensure the team is updated on new compliance rules. Identify training gaps and organize upskilling sessions. ● Escalation Handling: Handle real-time escalations, including irate customers or complex technical issues during video calls. ● Tech Support: assist agents with basic troubleshooting of VKYC platforms (camera, audio, connectivity issues) and CRM tools. ● QA Alignment: Ensure the team meets all Quality Assurance stats and KPIs as defined by Branch International. Required Qualifications & Skills: ● Experience: 3 -7 years in a BPO setting, with at least 1 year in a Team Lead role. Experience in Banking, FinTech, or KYC processes is preferred. ● Degree: Graduate. MBA is preferred. ● Language: Fluent in English and Hindi (Written and Spoken). 3rd language is an added bonus ● Technical: Familiarity with CRM tools, and basic IT troubleshooting. ● Soft Skills: Strong leadership, analytical mindset, and crisis management.

• It is a Full Time Customer Support / TeleCaller job for candidates with 3 - 6+ years Experience.