Associate Manager, KYC

Responsibilities

• Manage day-to-day people operations, including coaching, performance monitoring, and driving employee engagement through regular 1:1s.
• Oversee talent development, upskilling, and career progression for the KYC team.
• Collaborate with sales and business teams to ensure efficient manual KYC processes and resolve operational issues.
• Prioritize task queues to optimize workflow and meet established Service Level Agreements (SLAs).
• Analyze operational metrics such as Average Handling Time (AHT), occupancy rates, and rework rates to drive efficiency.
• Implement strategies to reduce incorrect rejections, improve data accuracy, and automate manual tasks.
• Drive faster validation turnaround times (TAT) to accelerate customer onboarding.

Requirements

• Proven experience in people management and leading operational teams.
• Strong ability to collaborate with cross-functional stakeholders.
• Expertise in operational efficiency analysis and performance monitoring.
• Experience with process automation and streamlining workflows.
• Ability to manage complex metrics including AHT, SL%, and compliance scores.

Benefits

• Comprehensive insurance coverage including Medical, Critical Illness, Accidental, and Life Insurance.
• Wellness programs and onsite medical support.
• Parental support including maternity, paternity, and adoption assistance.
• Retirement benefits such as PF contribution, Gratuity, and NPS.
• Additional perks including higher education assistance and car lease options.

About the Company

PhonePe is a leading digital payments platform in India, serving over 600 million registered users and 40 million merchants. The company's ecosystem includes financial services like insurance, lending, and wealth management, as well as new consumer tech ventures. PhonePe is dedicated to unlocking the flow of money and providing equal financial opportunities to all Indians through rapid innovation and scale.