Banking Voice Delivery Manager

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

Job summary

Golden Opportunities in Mumbai seeks a seasoned KYC/AML Team Lead to supervise banking voice processes and ensure high-quality customer service. The role focuses on delivering KPIs through coaching, monitoring, and effective resource management.

Ideal candidates bring 10 years of banking voice experience, strong supervisory skills, and a proven track record in operational excellence within KYC/AML environments.

Qualifications

• 10 years experience in banking voice environment in KYC / AML / Fraud voice process.
• Strong supervisory/management experience in an operational environment.

Responsibilities

• Lead the team to deliver KPIs through regular meetings, floorwalks, and daily tracking of performance against targets.
• Manage team workload to ensure timeliness and quality, adhering to job descriptions and controls.
• Review call monitoring and Quality Domain exposure in Banking/KYC with performance management to meet KPIs and targets.
• Provide feedback, support, and guidance; lead, coach and support team to deliver first-class customer service.
• Resolve conflicts between customers and the bank; handle escalated queries/complaints and maintain team credibility.
• Utilize systems to progress customer-right decisions; prepare management reports and improve data gathering for reporting.

Skills

Team Management

Banking

KYC

KPI Management

Customer Service

Quality Management

Shift flexibility

Education

Bachelor's degree in a relevant discipline

Postgraduate qualification preferred

15 years regular education mandatory

Job description

Education and Certification

Qualification: Bachelor s degree in a relevantd iscipline. Commerce or a related discipline; a postgraduate qualification ispreferred.

Specific Remarks: 15 years regular stream of education mandatory

Candidate Expectations

10 years experience in banking voice environment in KYC / AML / Fraud voice process. Strong supervisory/management experience in an operational environment.

Job Description

• Managing the team to deliver to KPIs, by regular team meetings, floorwalks, daily tracking and monitoring of performance against targets, encouraging an environment which best promotes cultural values and behaviours, ensuring theteam have the appropriate training, skills and knowledge to be able to providebest customer services on every occasion, and are motivated to deliver againstchallenging standards of service targets
• Manage the work of the team to ensure that timeliness and quality is theunderlying principle of all process under their control, and to ensure that theteam works within their job descriptions and adheres to relevant policies, processes and controls
• This includes reviewing call monitoring and Quality Domain exposure ( Banking / KYC) with effective performance management ofteam and individuals to ensure Key Performance Indicators, targets andobjectives are met.
• Provide feedback, support and guidance where necessary. Lead, Coach and Support the effective performance of the Team to provide alevel of customer service to both internal and external customers that ensuresfirst class customer focus and delivery (including first line management ofemployee attendance, appraisals, performance, discipline and grievance instigating/conducting informal & formal measures when appropriate).
• Resolve conflict between customer and bank, and maintaining teamcredibility, including handling escalated queries/complaints.
• Make full use of systems to progress decisions that are right for thecustomer, profitable to the company and the performance of the team. Preparation of management reports and information, utilising anddeveloping alternative/improved methods of gathering information, to allow moreeffective reporting.

Key Skills

Team Management / Banking / KYC / KPI Management / Customer Service /Quality Management Shift: Candidate should be flexible with shifts