Lead and manage a 60–100 member Video KYC operations team in a high-volume, regulated setup

Own end-to-end operational delivery, ensuring strong SLA adherence

Monitor and improve AHT, TAT, productivity, and conversion metrics

Drive staffing, shift planning, and overall operational efficiency

Build and manage Team Leaders, QA, and frontline agents

Conduct performance reviews, coaching interventions, and manage attrition

Ensure audit, regulatory, and internal compliance adherence

Improve QA accuracy, reduce errors, and strengthen fraud-prevention practices

Own key metrics: SLA adherence, productivity per agent, QA %, escalation TAT, attrition rate

Maintain dashboards, report KPIs, conduct client reviews, and manage vendor governance