Team Leader - BPO Operations

Imperative Business Ventures; Mumbai; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Imperative Business Ventures seeks a VKYC Team Lead to act as the primary SPOC for Branch International managers and oversee on-ground VKYC team operations in Mumbai. You will ensure compliance, coach agents, and drive performance improvements while handling escalations and basic tech support.

The role emphasizes roster planning, training, and steady QA alignment with Branch International standards; 3–7 years in BPO and a graduate degree are preferred, MBA is a plus.

Qualifications

• Experience: 3 -7 years in a BPO setting, with at least 1 year in a Team Lead role.
• Banking, FinTech, or KYC processes experience preferred.
• Degree: Graduate. MBA is preferred.
• Language: Fluent in English and Hindi (Written and Spoken). 3rd language a bonus.
• Technical: Familiarity with CRM tools and basic IT troubleshooting.

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 PIPs for bottom-quartile performers.
• Training & Development: Conduct refresher training sessions; identify 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 VKYC platform troubleshooting and CRM tools.
• QA Alignment: Ensure the team meets Quality Assurance stats and KPIs as defined by Branch International.

Skills

Leadership

Analytical mindset

Crisis management

Team coordination

Education

Graduate

MBA preferred

Tools

CRM tools

Basic IT troubleshooting

Job description

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.

Key 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.

Requirements

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

Job Summary

Location

Job Type

Full-time

Experience

Mid (3-5 yrs)

Department

Operations