Senior VKYC Analyst
India, Delhi NCR
Department : Member Operations (IN)
Who are Tide:
At Tide, we are building a finance & admin platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.
Launched in 2017, Tide is now the leading business financial platform in the UK with 575,000 SME members (10% market share) and more than 250,000 SMEs in India. Headquartered in London, Tide has over 1,800 Tideans across the UK, Bulgaria, India, Serbia, Romania, Ukraine and Germany.
Tide is rapidly growing, expanding into new markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.
About You:
As vKYC Supervisor, you will be responsible for supervising a team of vKYC analysts in India, whose role is to conduct the video KYC for the prospects to identify and validate customers’ information and complete onboarding due diligence. Adhere to the video KYC guidelines laid by RBI to complete the verification process so as to ensure that customers are onboarded for the business as per regulatory requirements.
Some of the things you’ll be doing:
- You will be the subject matter expert on video KYC and managing a team of analysts for India Operations
- Audit vKYC calls for compliance adherence
- Managing BAU activities of vKYC team
- Resolving the issues raised by vKYC analysts and escalations by stakeholders
- Managing and overseeing individual and team KPIs
- Stakeholder management: Internal (Member Onboarding team, Member Support Team, Member accession team, Quality Analysis Team etc.) and External
- Providing ongoing training and continuous knowledge sharing with the analysts in the team
- Keep yourself abreast about latest changes in vKYC policies and implementation of same at team operational level
- Creation of the MIS/ reports for managing the BAU and provide relevant information as per requirement
- Bringing in the process/ system efficiency to enhance the effectiveness of the team
- Responsible for supporting in hiring of the agents
- Help Head KYC in creating processes, in accordance with our policies, to ensure that we meet rigorous vKYC standards whilst building efficiency where possible with a data driven approach.
You’ll be a great fit if:
- You have a minimum of 1 year of experience in VKYC.
- Highly motivated, enthusiastic and driven individual with never say die attitude capable of maintaining the morale of the team in any situation
- You are a good Supervisor who is decisive, goal-oriented and proactive
- You are highly data driven and excellent in handling MIS / Excel reports
- Dialer/ Customer service experience will be an added advantage
- You have abilities of forecasting the changes in requirements of operations of a team which should be backed up by data
- You are comfortable setting goals and KPIs, forecasting and planning
- You are comfortable with change, ambiguity, debate, conflict
- You are a Multi-tasker who can manage multiple streams of work concurrently
- You have proven record of managing various stakeholders (Internal as well as external) to get things done
- You have good communication skills- written and verbal
- You are willing to work in a shared shift pattern
- You are willing to on work weekends or as and when required
What you’ll get in return:
- Competitive salary
- Self & Family Health Insurance
- Term & Life Insurance
- OPD Benefits
- Mental wellbeing through Plumm
- Learning & Development Budget
- 15 days of Privilege leaves
- 12 days of Casual leaves
- 12 days of Sick leaves
- 3 paid days off for volunteering or L&D activities
Tide is a place for everyone
At Tide, we believe that we can only succeed if we let our differences enrich our culture. Our Tideans come from a variety of backgrounds and experience levels. We consider everyone irrespective of their ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or differently-abled status. We celebrate diversity in our workforce as a cornerstone of our success. Our commitment to a broad spectrum of ideas and backgrounds is what enables us to build products that resonate with our members’ diverse needs and lives.
We are One Team and foster a transparent and inclusive environment, where everyone’s voice is heard.
