AxisPhone:VKYC Unit Manager

About AxisPhone

Axis Phone is responsible for giving the service for issues and queries of Retail, SME and Corporate Customers in respect to

various products such as CASA, Cards and retail assets 24/7.365 days.

About the Role

. The Unit Manager manages a team of VKYC agents, across various liabilities / asset products. The Unit Manager

manages around 15-to-20-member team and is responsible for driving Video KYC process.

Key Responsibilities

. Ensuring that processes are compliant with regulatory guidelines and help in improving customer experience and

achieving business goals.

. Work under the guidance of Location Lead & Product Lead to identify improvement opportunities across verticals

through, process mapping, metrics analysis, benchmarking, VOCs, etc.

. Study existing processes critically from a customer experience perspective across all stages and touchpoints in

assisted digital customer journey.

. Deep dive to breakdown End to End process to proactively identify automation/improvement opportunities and

create automation/transformation road map.

. Ensure the business impact and project objectives/dependencies are identified, reported on and always managed.

. Drive change initiatives from evolution/efficiency identification through to project delivery.

. Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in

advance.

. Improve existing processes to enhance productivity and overall performance of the team.

Qualifications

. Education (Graduate) 10+2+3, preferably with specialization in Human Resources Management

. Experience (6+ years in Process Excellence or related function)

. 3-5 years of relevant work experience (preferably in contact centre).

Role Proficiencies:

. Leadership skills

. Interpersonal skills

. Analytical skills Sound knowledge of retail banking products and Process

. Knowledge of digital banking channels like, Internet Banking, Mobile App.