Job Description

Job Title: VKYC Team Leader

Location:

Thane - Wagle Estate

CTC:

?45,000 CTC

Industry:

BPO / FinTech / Banking Operations

Employment Type:

Full-time

Role Summary

The VKYC Team Lead will act as the primary

Single Point of Contact (SPOC)

for Branch International managers and will be responsible for end-to-end on-ground management of the VKYC operations team. The role requires ensuring operational efficiency, strict compliance with SOPs, high-quality customer interactions, and continuous development of agents through coaching and training.

Key Responsibilities

Operational Management

Manage day-to-day VKYC operations, including roster planning and leave management Address and resolve team grievances promptly Ensure adherence to operational SLAs and productivity targets

Client Liaison

Act as SPOC for Branch International managers Share volume updates, process changes, and operational challenges Coordinate effectively to implement client-driven changes

Coaching & Performance Management

Conduct weekly performance reviews and regular 1:1 sessions Track individual and team KPIs Create and execute Performance Improvement Plans (PIPs) for bottom-quartile performers

Training & Development

Conduct regular refresher training sessions on compliance and process updates Identify skill and knowledge gaps within the team Organize upskilling and cross-training sessions

Escalation Handling

Handle real-time escalations including irate customers Support agents during complex or sensitive VKYC video calls Ensure quick resolution with minimal impact on customer experience

Technical Support

Assist agents with basic troubleshooting related to VKYC platforms Support issues related to camera, audio, connectivity, and CRM tools

Quality & Compliance

Ensure adherence to all compliance SOPs Meet Quality Assurance metrics and KPIs as defined by Branch International Drive continuous improvement in quality scores
Required Qualifications & Skills

Experience

3-7 years of experience in a BPO environment Minimum 1 year experience as a Team Lead Prior experience in Banking, FinTech, or KYC processes preferred

Education

Graduate (mandatory) MBA preferred

Language Skills

Fluent in English and Hindi (written and spoken) Knowledge of a third language is an added advantage

Technical Skills

Familiarity with CRM tools Basic IT and system troubleshooting skills

Soft Skills

Strong leadership and people management skills Analytical mindset with attention to detail Excellent crisis and escalation management abilities
Job Type: Full-time

Pay: ?40,000.00 - ?45,000.00 per month

Work Location: In person