Team Leader - BPO Operations

Imperative Business Ventures; Mumbai; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Imperative Business Ventures in Mumbai is seeking a VKYC Team Lead to manage a frontline VKYC team, ensuring compliance, training, and coaching. The role acts as the SPOC for Branch International managers and drives operational efficiency.

You will oversee rosters, performance reviews, escalations, and basic troubleshooting across VKYC platforms, CRM tools, and related processes, with a focus on quality and adherence to SOPs.

Qualifications

• 3-7 years in a BPO setting, with at least 1 year in a Team Lead role.
• Experience in Banking, FinTech, or KYC processes is preferred.
• Fluent in English and Hindi (written and spoken). 3rd language is a bonus.

Responsibilities

• Oversee day-to-day VKYC operations, including roster planning and leave management.
• Serve as the SPOC for Branch International managers to discuss volume updates and process changes.
• Conduct weekly performance reviews and 1:1 coaching; implement PIPs for bottom-quartile performers.
• Lead regular refresher trainings to ensure compliance with rules and identify gaps for upskilling.
• Handle real-time escalations and provide basic VKYC platform and CRM troubleshooting.
• Ensure QA metrics and KPIs are met as defined by Branch International.

Skills

Leadership

Analytical mindset

Crisis management

English

Hindi

Education

Graduate degree

MBA preferred

Tools

CRM tools

Basic IT troubleshooting

Job description

Job Summary

Role Summary: The VKYC Team Lead acts as the primary Single Point of Contact (SPOC) for Branch International managers. You will be responsible for the on-ground management of the VKYC team, ensuring operational efficiency, strict adherence to compliance SOPs, and the continuous development of agents through training and coaching.

Responsibilities

• Operational Management: Manage day-to-day operations, including roster planning, leave management, and handling team grievances.
• Client Liaison: Serve as the SPOC for Branch International managers to discuss volume updates, process changes, and operational challenges.
• Coaching Performance: Conduct weekly performance reviews and 1:1 sessions with agents. Create and execute Performance Improvement Plans (PIPs) for bottom-quartile performers.
• Training Development: Conduct regular refresher training sessions to ensure the team is updated on new compliance rules. Identify training gaps and organize upskilling sessions.
• Escalation Handling: Handle real-time escalations, including irate customers or complex technical issues during video calls.
• Tech Support: assist agents with basic troubleshooting of VKYC platforms (camera, audio, connectivity issues) and CRM tools.
• QA Alignment: Ensure the team meets all Quality Assurance stats and KPIs as defined by Branch International.

Experience & Qualifications

• Experience: 3 -7 years in a BPO setting, with at least 1 year in a Team Lead role.
• Experience in Banking, FinTech, or KYC processes is preferred.

• Degree: Graduate. MBA is preferred.

Language & Technical

• Language: Fluent in English and Hindi (Written and Spoken). 3rd language is an added bonus.
• Technical: Familiarity with CRM tools, and basic IT troubleshooting.

Soft Skills

• Soft Skills: Strong leadership, analytical mindset, and crisis management.