Unit Manager - Video KYC - Banking

Job Description:

- The candidate will be responsible for Driving performance to ensure lower AHT and maximize productivity/calls per officer and will be responsible for delivering seamless and superior customer interaction by ensuring First time Right and minimal escalations post contact through adherence to external internal regulations and Compliance and Operational Risk Policies of the bank.

- Video KYC operations: Identifying and recommending process controls and system enhancements based on front end customer experience and driving Optimum Productivity and low AHT to ensure no wastage of resources

- Customer Service Delivery: Consistent and superior service experience to customers who call up at VKYC

- Human capital management: Timely planning and deployment of resources to sustain high levels of motivation across the team and ensure attrition is well managed

- Projects and initiatives: Improved efficiency and reduced costs

- Provide leadership, expertise, mentoring and guidance to Team Leaders

- Accountable for achievement of productivity and strategic objectives of the Unit

- Responsible for Planning, budgeting and attaining cost to income for the unit

- Work closely with HR function and own unit to recruit, train and develop staff.

- Liaise with training and service quality team to ensure training needs are identified and addressed

- Providing guidance and coaching to Team Leaders to ensure they achieve optimal/maximum productivity from their teams

- Listen to Video KYC officers calls and providing coaching & feedback for improvement

- Working closely with Quality team to ensure minimal errors and rejections of KYC's done by officers

- Work closely with business and product teams to identify gaps in process and prioritize opportunities for improvement

- Handling customer escalations.