Job Title: VKYC Team Lead We are seeking a detail-oriented and proactive VKYC Team Lead to manage and oversee our video KYC operations. You will be responsible for leading a team of VKYC executives, ensuring compliance with regulatory standards, achieving productivity targets, and delivering a smooth onboarding experience for customers. Key Responsibilities: Supervise and manage the daily operations of the VKYC team. Ensure timely and accurate completion of VKYC verifications in line with regulatory and organizational guidelines. Provide training, guidance, and performance feedback to VKYC agents. Monitor team performance, generate reports, and drive improvements to meet KPIs (turnaround time, accuracy,audit , etc.). Act as an escalation point for complex or sensitive VKYC cases. Work closely with compliance, IT, and customer service departments to resolve issues and streamline processes. Ensure strict adherence to data privacy and information security protocols. Keep the team updated on regulatory changes and internal policy updates. Recruit and onboard new team members as needed Requirements & Preferred Skills: 3 - 7 years of experience in KYC & Fintech , with at least 1 - 2 years in a leadership role. Strong understanding of VKYC processes, RBI guidelines, and compliance norms. Excellent communication ( Hindi & English ) and people management skills. Proficiency in tools like CRM systems, video conferencing software, and basic Excel/reporting. Ability to work under pressure and meet strict deadlines. Its a 7 days working shift with one rotational week off Identify gaps in the VKYC workflow and work with tech/product teams to enhance automation and efficiency.

Responsibilities and Duties: 1. The primary job of a customer service representative as the first point of contact is to address customer issues and resolve them in a timely and efficient manner on both Voice and Non voice platforms. 2. Support and interact with customers on a variety of channels such as phone, email, and ensure that all valid customer concerns are being dealt with priority. Preferred candidate profile 1. Minimum 1 year of call center background experience with voice and non-voice process 2. Open to BCP as per business requirement 3. Good verbal and written communication 4. Language preferred for verbal communication Hindi, Kannada, English and other south Indian languages is an added advantage. 5. Basic knowledge of Excel 6. Maintaining a positive, empathetic, and professional attitude toward customers always 7. Responding promptly to customer inquiries. 8. Communicating with customers through various channels. (CHAT EMAIL & CALLS) 9. Acknowledging and resolving customer complaints. 10. Knowing our products inside and out so that you can answer questions. 11. Processing orders, forms, applications, and requests. 12. Keeping records of customer interactions, transactions, comments, and complaints. 13. Communicating and coordinating with colleagues as necessary. 14. Providing feedback on the efficiency of the customer service process. 15. Ensure customer satisfaction and provide professional customer supports s