The Role
Lead the development of customer onboarding and KYC systems, integrating AI for support, ensuring compliance, and managing engineering teams to enhance user experiences and operational efficiency.
Summary Generated by Built In
Role Overview
We are looking for an Engineering Manager to lead the design, development, and optimization of our customer onboarding, KYC, and customer support technologies. This leader will build scalable systems, drive automation, integrate AI/ML, and ensure seamless experiences across the entire B2C user lifecycle.You will work at the intersection of Fintech compliance, onboarding flows, risk controls, engineering leadership, and AI innovation, owning mission-critical systems that directly impact customer trust and business growth.
Key Responsibilities
1. Engineering Leadership
- Hire, lead and mentor engineering teams and technical leaders responsible for user onboarding, KYC pipelines, account activation, support platforms, and backend services.
- Drive high engineering standards, code quality, system reliability, and secure product delivery.
- Collaborate with and oversee outsourced vendor partners.
- Evaluate and drive decisions on in-house development versus external partnerships.
2. Customer Onboarding & KYC Systems
- Build and own the architecture and roadmaps for onboarding journeys: signup → verification → activation. Also, integrate and manage the KYC partners.
- Ensure compliance with RBI etc. standards, and maintain audit-ready systems.
- Reduce onboarding drop-offs by improving speed, clarity, and automation.
3. AI & Automation for Customer Support
- Lead the transformation of customer support through AI by :
- Build or integrate AI chatbots, LLM-driven support assistants.
- Implement predictive analytics for churn, user intent, and onboarding failures.
- Own the infrastructure for ticketing systems, support workflows, knowledge bases, and agent tools.
- Automate repetitive tasks (KYC re-checks, customer inquiries, document validations, etc.).
- Ensure seamless omnichannel support experience across chat, email, IVR, WhatsApp, and in-app channels.
4. Data, Insights & Optimization
- Build dashboards and monitoring for onboarding funnel, KYC success rates, and support metrics.
- Run A/B tests to optimize onboarding speed and reduce verification failures.
- Establish KPIs for engineering performance, system reliability, onboarding TAT, KYC accuracy, and AI impact.
- Use data to identify bottlenecks and improve customer journeys.
5. Compliance, Security & Risk
- Ensure systems are fully compliant with RBI guidelines, data privacy norms, and PCI/ISO best practices. Lead tech initiatives around: Data protection, Access control, Secure handling of customer identity documents, Regulatory reporting automation
- Collaborate with Risk & Compliance for audits, fraud prevention, and new regulatory needs.
Required Skills & Experience
- 10–15 years of experience in software engineering, with 4–6 years in a leadership or manager role.
- Strong experience in backend engineering (Java, Go, Python — any modern stack).
- Proven experience building scalable microservices and distributed systems.
- Experience with 0-1-10 B2C fintech products, digital onboarding, KYC/AML workflows, and third-party integrations.
- Understanding of regulatory frameworks (RBI KYC guidelines, AML norms, PEP/sanctions, risk scoring).
- Experience conceptualising/ implementing AI-driven solutions: Chatbots (LLMs), Workflow automation
- Comfortable working with Data Science teams on ML pipelines.
Soft Skills
- Strong cross-functional leadership and stakeholder management.
- Ability to drive large initiatives with tight deadlines.
- Excellent problem-solving mindset and customer-first thinking.
Top Skills
AI
Go
Java
Llm
Machine Learning
Predictive Analytics
Python
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The Company
What We Do
Fam, formerly FamPay, focuses on financial inclusion of the next generation. FamX by Trio, is India's first Spending Account made for everyone. With their own Spending Account, teens can now save, spend, earn, and learn everything about money!
