Assistant Manager - Video KYC

IDfy; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

IDfy in Mumbai, India is seeking a senior head to lead a Video KYC operations team in a high-volume, regulated environment. You will own end-to-end delivery, drive staffing, coaching, and compliance while monitoring KPIs like SLA, AHT, TAT, and fraud-prevention measures.

You will build leaders, manage QA, and report performance to clients and vendors.

Responsibilities

• Lead and manage a 60–100 member Video KYC operations team in a high-volume, regulated setup.
• Own end-to-end operational delivery, ensuring strong SLA adherence.
• Monitor and improve AHT, TAT, productivity, and conversion metrics.
• Drive staffing, shift planning, and overall operational efficiency.
• Build and manage Team Leaders, QA, and frontline agents.
• Conduct performance reviews, coaching interventions, and manage attrition.
• Ensure audit, regulatory, and internal compliance adherence.
• Improve QA accuracy, reduce errors, and strengthen fraud-prevention practices.
• Own key metrics: SLA adherence, productivity per agent, QA %, escalation TAT, attrition rate.
• Maintain dashboards, report KPIs, conduct client reviews, and manage vendor governance.

Job description

Responsibilities

• Lead and manage a 60–100 member Video KYC operations team in a high-volume, regulated setup.


• Own end-to-end operational delivery, ensuring strong SLA adherence.


• Monitor and improve AHT, TAT, productivity, and conversion metrics.


• Drive staffing, shift planning, and overall operational efficiency.


• Build and manage Team Leaders, QA, and frontline agents.


• Conduct performance reviews, coaching interventions, and manage attrition.


• Ensure audit, regulatory, and internal compliance adherence.


• Improve QA accuracy, reduce errors, and strengthen fraud-prevention practices.


• Own key metrics: SLA adherence, productivity per agent, QA %, escalation TAT, attrition rate.


• Maintain dashboards, report KPIs, conduct client reviews, and manage vendor governance.