Senior Manager Operations (Contact Point Verification -BFSI)

Role Summary

We are seeking a seasoned operations leader to head our Contact Point Verification (CPV) / Address Verification team, servicing leading Banks, NBFCs, Payments & Insurance clients. The incumbent will be responsible for driving operational excellence, ensuring regulatory compliance, managing large-scale field operations, and delivering high-quality outcomes aligned with BFSI client requirements along with Vendor procurement and management

Key Responsibilities

1. Operations Management

 Lead day-to-day operations of CPV / address verification processes across multiple geographies.

 Ensure adherence to TAT, accuracy, and compliance as per client SLAs & RBI / IRDAI guidelines.

 Monitor productivity, capacity planning, and resource allocation across field staff & back-office

teams.

 Execute End to end Vendor / Partner Management & Vendor Procurement

2. Quality & Compliance

 Build and enforce robust quality control processes to minimize fraud, errors, and rejections.

 Stay updated with BFSI regulatory changes impacting CPV processes and ensure compliance.

 Conduct audits and implement corrective actions to maintain data integrity and operational

hygiene.

3. Client & Stakeholder Management

 Act as the primary escalation point for BFSI clients (Banks, NBFCs, Insurers).

 Participate in governance meetings with clients, presenting performance dashboards &

improvement plans.

 Partner with the sales / solutions team in new client onboarding and process design.

4. People Leadership

 Lead and mentor a large, distributed team of field verifiers, team leaders, and coordinators.

 Drive training, motivation, and productivity improvement across teams.

 Create a performance-driven culture with strong governance and accountability.

5. Process Improvement & Automation

 Collaborate with technology teams to introduce automation, mobility solutions, and digital

workflows.

 Identify opportunities for cost optimization while improving service quality.

 Benchmark against industry best practices and continuously upgrade processes.

6. Reporting & Governance

 Publish MIS reports, SLA dashboards, and productivity trackers for internal leadership & client

reviews.

 Drive data-backed decision making and predictive analytics for workforce planning.

Key Requirements

 Experience : 8+ years in BFSI operations, with at least 5+ years managing CPV / field verification /

risk operations at scale.

 Industry Exposure : Strong understanding of CPV, KYC, fraud risk controls, and regulatory

requirements in BFSI & Vendor Management

 Leadership : Proven experience managing large distributed teams (Vendors + including field

staff).

 Client Orientation : Experience working with senior client stakeholders in Banks / NBFCs.

 Tech Orientation : Familiarity with CPV automation, field mobility apps, dashboards, RPA or

workflow tools.

 Education : Graduate / MBA preferred.