The role is responsible to ensure all KBZPay verification process, lending documentation processes are followed in sync with regulatory compliance. This role manages KYC  process by conducting regular SOP audits, system check, risk assessment, CBM report review and suggest BRD changes etc.. OPS Quality Verification head is tasked with everything from reviewing KYC processes, eliminate verification errors, improve customer experience and maintain quality score.

• Review SOP flow and ensure all steps are followed by KYC/lending team.
• Identify process gaps and propose changes for imprvement
• Audit report to management on KYC process compliance and maintain Quality score.
• Liaison with KYC team for NPS improvement over KYC /Lending documentation process.
• Staff wise quality check for sample KYC verified cases and maintain staff wise quality score.
• Prepare Quality metrics with error categorisation like Critical, Major, Minor, change request etc.
• Prioritise high, medium low risk operational risk aspects and work on mitigation in KYC/lending process.
• Monitor fraud and raise alarm if unethical practice observed among the team.
• Cover 100% staff every month with Quality score and share reports regularly.
• Bring technological enhancement ideas to effectively manage the service Vs Cost impact.
• Conduct regular meeting with business team to ensure 2021 RCSA, Major ops risk observations concerning system/product/Process flow are closed to compliance.
• Highlight process failure reasons and plans to eliminate process gaps.
• Improve approval rate by ensuring quality is maintained in the KYC/lending verification process.
• Help promote and maintain a positive company image.
• Review teams timely & share improvement plan.

• Intuitive to customer’s needs

• Strong communication and interpersonal skills and the ability to build and maintain relationships

 • Must understand customer relationship management (CRM)

•  Ability to analyse and solve problems quickly

• Must be self-motivated, flexible and able to manage several jobs at one time

•  Proven experience as a Client Relationship Manager

• Experience in sales or customer service is preferred

• Aptitude for fostering positive relationships

• Teamwork and leadership skills

• Customer-oriented mindset

• At least 6+yr year(s) of working experience in the related field is required for this position.

 • A background in customer service or Quality, business excellence is a plus

• Experience working in Quality of banking / financial services Audit farms would be an added advantage.