Senior Manager Operations (Contact Point Verification -BFSI)

Role Summary

We are seeking a seasoned operations leader to head our Contact Point Verification (CPV) / Address Verification team, servicing leading Banks, NBFCs, Payments & Insurance clients. The incumbent will be responsible for driving operational excellence, ensuring regulatory compliance, managing large-scale field operations, and delivering high-quality outcomes aligned with BFSI client requirements along with Vendor procurement and management

Key Responsibilities

1. Operations Management

• Lead day-to-day operations of CPV / address verification processes across multiple geographies.

• Ensure adherence to TAT, accuracy, and compliance as per client SLAs & RBI/IRDAI guidelines.

• Monitor productivity, capacity planning, and resource allocation across field staff & back-office

teams.

• Execute End to end Vendor /Partner Management & Vendor Procurement

2. Quality & Compliance

• Build and enforce robust quality control processes to minimize fraud, errors, and rejections.

• Stay updated with BFSI regulatory changes impacting CPV processes and ensure compliance.

• Conduct audits and implement corrective actions to maintain data integrity and operational

hygiene.

3. Client & Stakeholder Management

• Act as the primary escalation point for BFSI clients (Banks, NBFCs, Insurers).

• Participate in governance meetings with clients, presenting performance dashboards &

improvement plans.

• Partner with the sales/solutions team in new client onboarding and process design.

4. People Leadership

• Lead and mentor a large, distributed team of field verifiers, team leaders, and coordinators.

• Drive training, motivation, and productivity improvement across teams.

• Create a performance-driven culture with strong governance and accountability.

5. Process Improvement & Automation

• Collaborate with technology teams to introduce automation, mobility solutions, and digital

workflows.

• Identify opportunities for cost optimization while improving service quality.

• Benchmark against industry best practices and continuously upgrade processes.

6. Reporting & Governance

• Publish MIS reports, SLA dashboards, and productivity trackers for internal leadership & client

reviews.

• Drive data-backed decision making and predictive analytics for workforce planning.

Key Requirements

• Experience: 8+ years in BFSI operations, with at least 5+ years managing CPV / field verification /risk operations at scale.

• Industry Exposure: Strong understanding of CPV, KYC, fraud risk controls, and regulatory

requirements in BFSI & Vendor Management

• Leadership: Proven experience managing large distributed teams (Vendors + including field

staff).

• Client Orientation: Experience working with senior client stakeholders in Banks/NBFCs.

• Tech Orientation: Familiarity with CPV automation, field mobility apps, dashboards, RPA or

workflow tools.