Team Leader

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 2 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

Work Location: In person