Senior Manager-Contact Point Verrification

About the Company

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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Qualifications