Shadowfax - Manager - Customer Success - Rider KYC Process

Customer Success Manager- Rider KYC

As a Senior Program Manager - Rider Onboarding & KYC Compliance, you will be:

- Responsible for defining, developing, and communicating key metrics and business trends related to rider KYC/BGV to agents and management teams.

- Execute quantitative analysis that translates data into actionable insights for entire rider KYC process.

- Able to perform gracefully in multitasking project environment with attention to detail.

- Ability to create reports and dashboards for monitoring operational effectiveness and performance.

- Help in strategic planning by providing data driven insights.

- Accountable to design KYC process, procedure, SOP, policy, and agents' performance improvements. You will be the primary decision maker in documentation review and Quality Control for new/updated client reviews.

- You will provide inputs to discussions on root cause analysis for common fails, establish and maintain excellent working relationships with stakeholders at all levels, both internal and client. The skills that are required for this role are knowledge of banking norms (KYC), team management skills, performance management skills, customer management skills and good communication skills.

Roles and Responsibilities:

- In this role you are required to identify and assess complex problems for area(s) of responsibility.

- The individual should create solutions in situations in which analysis requires in-depth knowledge of organizational objectives.

- Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility.

- Interaction is with senior management levels at a client and/or within the client, involving negotiating or influencing on significant matters.

- Should have latitude in decision-making and determination of objectives and approaches to critical assignments.

- Their decisions have a lasting impact on area of responsibility with the potential to impact areas outside of own responsibility.

- Individual manages large teams and/or work efforts (if in an individual contributor role) at a client or within the client

Preferred Background:

- 7+ Years of Experience

- Working knowledge of SQL. Proficient in Excel. High quality document and report preparation.

- Good Communication Skills: Would need to interact with people at various levels

- Have a good thought process to understand ground callouts and relate to the respective gap in process

- Open to learning new things and adapting to a dynamic environment

- Working knowledge of E-commerce logistics and KYC/BGV operations

- Team player and motivator.