Team Lead - Operations (KYC Verification)

TVS Credit Services Ltd; Chennai District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

TVS Credit Services Ltd. in Chennai, Tamil Nadu, seeks an experienced VKYC Team Leader to oversee day-to-day VKYC and CD KYC operations, driving productivity, quality, and service levels. You will manage teams, plan workforce, monitor performance, and ensure timely MIS reporting.

The role requires 5–8 years in KYC/operations, strong leadership, scheduling expertise, and proficiency in MS Excel and reporting tools. Shifts include mornings, afternoons, nights, and Sundays/holidays as needed.

Qualifications

• Graduate; 5–8 years of experience in KYC, operations or customer verification.
• 2+ years in team handling and people management.
• Strong leadership, planning, scheduling and stakeholder coordination.
• Proficient in MIS reporting and data analysis.
• Quality audits and compliance monitoring.
• Excellent communication, problem-solving and decision-making.
• Proficient with MS Excel and reporting tools.

Responsibilities

• Lead and manage VKYC operations to achieve productivity, quality, and TAT targets.
• Plan shifts (Morning, Afternoon & Night Shifts) and weekly offs.
• Monitor team performance and share MIS reports with stakeholders.
• Review rejected VKYC cases and drive process improvements.
• Conduct quality audits of KYC verification cases and ensure standards.
• Monitor KYC queues and take timely actions to maintain service levels.
• Provide operational support for process-related queries and issues.
• Prepare and share operational reports and productivity dashboards.
• Work in rotational shifts, including Sundays and holidays, as needed.

Skills

Team Leadership

People Management

Workforce Planning

Scheduling

MIS Reporting

Data Analysis

Quality Auditing

Compliance Monitoring

Stakeholder Management

Effective Communication

Coordination

Problem-Solving

Decision-Making

MS Excel

Reporting Tools

Education

Bachelor's degree

Tools

MS Excel

Reporting Tools

Job description

The VKYC Team Leader is responsible for overseeing day-to-day VKYC and CD KYC Team Operations, ensuring high levels of Productivity, Quality, and Service delivery. The role involves Team Management, Workforce Planning, Performance Monitoring, Quality Audit, MIS Reporting, Queue Management and providing operational support to Users and Stakeholders.

Key Responsibilities

• Lead and manage VKYC operations to achieve productivity, quality, and TAT targets.
• Plan shifts (Morning, Afternoon & Night Shifts) and weekly offs to ensure adequate staffing and business continuity.
• Monitor team performance and share productivity, quality, and MIS reports with stakeholders.
• Review rejected VKYC cases, conduct analysis, and drive process improvements.
• Conduct quality audits of KYC verification cases and ensure adherence to standards.
• Monitor KYC queues and take timely actions to maintain service levels.
• Provide operational and application support for process-related queries and issues.
• Prepare and share operational reports, productivity dashboards, and user data as required.
• Work in rotational shifts, including Sundays and national holidays, based on business needs.

Job Requirements

• Graduate
• 2+ years into Team Handling
• 5 to 8 years of experience in KYC, Operations, or Customer Verification
• Team Leadership and People Management
• Workforce Planning and Scheduling
• MIS Reporting and Data Analysis
• Quality Auditing and Compliance Monitoring
• Stakeholder Management, Effective Communication and Coordination
• Problem-Solving and Decision-Making
• MS Excel and Reporting Tools