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.