Team Lead - Video KYC - Bank

Team Leader Video KYC _ Bank _ Mumbai

Job Description:

Key Responsibilities:

Team Management:

- Lead a team of Video KYC Officers ensuring performance targets are met.

- Monitor daily activities, call volumes, and quality of verifications.

- Coach and mentor team members to improve performance and compliance adherence.

Operational Efficiency:

- Ensure seamless video KYC operations with minimum errors and high customer satisfaction.

- Allocate resources effectively to manage volume spikes.

Compliance & Quality Control:

- Ensure KYC verifications adhere to RBI and internal bank guidelines.

- Implement periodic quality checks and audits to minimize errors/frauds.

Customer Experience:

- Drive superior customer service during onboarding.

- Handle escalations related to video KYC cases.

Reporting & MIS:

- Prepare and submit daily/weekly reports on productivity, quality, and TAT (Turnaround Time).

- Highlight key issues, risk trends, or non-compliance cases to senior management.

Training & Development:

- Ensure timely training and upskilling of team members on updated KYC guidelines, technology tools, and soft skills.