Team Lead / Assistant Manager - Merchant Onboarding (B2B KYC)

Job details

What You Will Do:

Lead the team of agents for merchant onboarding with KYC verification(B2B) and compliance checks as per RBI guidelines
Monitoring Merchant account activations and merchant onboarding experience
Handle merchant account changes as per request from the sales team and merchants
Query resolution for our internal customer i.e., Business Team
Adhering to operations guidelines while activation and query resolution and maintaining the quality of the onboarding and the team
Maintaining TAT as per SLA for the process
Identifying process improvement area and implement solution to improve the OKRs
Take leverage of AI and implement Agentic/AI solutions in the product flow to improve merchant experience
Monitor the quality of the Agentic/AI solutions as per the defined standards
Work with policy makers, product managers and quality monitoring team to understand the gaps and implement process improvements

What You Will Need:

Minimum 5+ years of relevant experience in Back End Operations(KYC - B2B), preferably from a fintech background
Team handling experience - 2 years +
Process oriented, proactive and result driven individual.
Strong interpersonal skills and the ability to understand the merchant’s requirement before the account is activated.
Be a quick learner with an analytical mind, to understand back end operations and the fintech product
Understanding of product flows
Worked/understanding of implementation of AI in the workflows