Job Description : Senior Program Manager KYC

Exp: 10-15 Years  

Location : Bangalore

We are looking for a leader who has experience in handling large scale customer and internal teams facing programs & has a flair for working multiple external suppliers/partners. The role is expected to manage execution for Amazon Pay KYC across select channels (like Trans, LPA offline, etc.) & drive KRA across FOS (Feet-On-Street) vendors within a strong operational risk framework. This is critical to execute to meet RBI guidelines applicable for all PPI (Pre-Paid Instrument) license holders.

The program manager will own driving adoption of KYC verification across key channels like DAs, & LPA offline merchants. The role will work closely with Program, BD, Operations teams across ATSPL (Transport/Last-mile), Gift Cards, Prione, etc. to drive programs which help increase demand for Amazon Pay KYC. The program will provide pan-India coverage for these channels and will support the overall goal to drive KYC for 100% Amazon Pay Wallet customers.

- The role will be supported for on-ground execution by KYC account managers who will drive fulfillment through FOS partners. The role would also own end-to-end account management for select high scale 3P vendors who will execute KYC for Amazon Pay Balance wallet customers. 3P vendors will have teams of 200-300 agents split across field agents, back-end ops, team leads, etc.

- The role will own training, daily execution, issue management, process audit, billing, reconciliation, etc. related processes at multiple large 3P sites. He/she will be required to travel for 25-40% of the time to scale the channels across FOS partners and pan-India.

- Delivering a clear CX bar while driving execution would be critical. The role will be responsible to all metrics for these channels like Adoption %, Reject Rate, Reg Compliance breaches, SLA Adherence, etc.

- The role will also own ETA, OTA, DCS, Accuracy, Reject rates, SLA adherence, etc. metrics goals for the FOS partners. Given this area has a high regulatory compliance bar, ensuring we operate within a strict process compliant boundary is critical.

- The incumbent will be required to ensure adequate process controls and mechanisms are in place to proactively identify any channel malpractices both from compliance and billing perspectives. Along with this, enforcing penalties to drive compliance would be the key input.

- This position requires a proactive, highly motivated individual with an aptitude to drive innovative approaches to drive adoption across multiple channels. A successful candidate will not only have to manage operations but also carry a risk management perspective.

- This role requires an individual with excellent investigative & communication skills, outstanding business acumen, and past agency management experience is a must. The individual will have to be a self-starter comfortable with ambiguity, with strong attention to detail, an ability to work in a fast-paced and ever-changing environment.

- The individual will be required to work with internal extended teams to influence, escalate and drive business volumes. This is not just necessary but critical to achieve the expected business scale. This position is expected to have sufficient operations management experience.

- This role requires excellent communication and organization skills, including the ability to anticipate, identify and communicate risks to Infosec, Legal, Risk & Compliance, Business and leadership.

- Experience defining program requirements and using data and metrics to determine improvements.

- 5+ years of experience working cross functionally with tech and non-tech teams.

- 5+ years of experience in program or project management

- 5+ years of experience delivering cross functional projects

- Experience in people management;

Prior Experience and skills :

1. Should have a CA or Master's in Business Administration

2. 10+ years of work experience & strong Program/Operations Management skills.

3. Should have managed a team of Assistant /Associate Managers across various levels for at least 3-4 years.

4. Experience in a highly analytical, results-oriented environment with external customer interaction.

5. Track record of managing metrics and improving performance with clients

6. Working with vendors, external partners to drive negotiations, business development and operations.

7. Strong interpersonal and leadership skills. An ability to think quantitatively and qualitatively about operating processes, risks and outcomes

8. Proven ability to define effective, efficient, and scalable processes and drive continuous improvement through root cause identification and defect elimination

9. Working understanding of an internal control framework and a solid understanding of the concepts of control design and operational risk and efficiency.

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