Who are we?

IDfy is Asias leading TrustStack, trusted by the best, with global expertise and enterprise-grade tech, were solving trust challenges, making compliance easy, fraud detection smarter, and onboarding seamless.

Our clients include HDFC Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others. With more than 13+ years of experience and 2 million verifications per day, we are pioneers in this industry.

IDfys three platforms- OnboardIQ, OneRisk, and Privy - come together to form one seamless solution enabling trust.

Role Details:

• Position: Senior Manager-Client Delivery(Operations)
• Experience: Bgv experience preferred
• Location: Andheri (E)- Marol
• Working Days: 6 Days a week | rotational off
• Shifts: 9 hr
• Mode: Work from Office only

About the Role

Key Responsibilities

Client Ownership & Relationship Management

• Serve as the senior escalation point for all White Collar clients
• Build senior-level relationships and drive long-term partnerships
• Lead quarterly business reviews (QBRs) and governance forums
• Own client satisfaction (CSAT / NPS)

Delivery Excellence

• Own SLA adherence, TAT performance, quality benchmarks, and compliance standards
• Drive root-cause analysis and corrective action plans for escalations
• Implement continuous service improvement initiatives

Revenue & Growth

• Identify upsell and cross-sell opportunities within existing accounts
• Drive renewals and commercial negotiations in collaboration with the MD team
• Own revenue retention and account expansion targets

Team Leadership

• Lead Client Delivery Leads & Managers
• Build a high-accountability, ownership-driven culture
• Drive performance reviews and capability development

Key Metrics Ownership

• Client Retention %
• Net Revenue Retention (NRR)
• SLA & TAT adherence
• CSAT / NPS
• Escalation TAT
• Account profitability

Experience & Qualifications

• 1015 years in Client Delivery / Account Management / Operations
• 5+ years managing enterprise or mid-market accounts
• Experience in Background Verification / BFSI / HRTech preferred
• Strong exposure to SLA-driven environments
• Experience managing cross-functional teams

Skills & Competencies

• Executive presence and stakeholder management
• Strong commercial and negotiation skills
• Data-driven decision making
• Structured problem solving
• High emotional intelligence
• Ability to operate in high-growth environments

Education

• Graduate required.

Why Join IDfy

• Opportunity to lead strategic enterprise relationships
• High-impact leadership role in a fast-scaling verification platform
• Culture focused on ownership, integrity, and performance