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Conduct Video KYC verification for prospective and existing customers through video calls, following defined SOPs, regulatory requirements, and KYC document standards. Review and decision cases accurately, maintain productivity and turnaround targets, manage ageing inventory, respond to escalations and referrals, update systems, and identify process gaps and improvement opportunities. The role also requires coordination with sales teams and internal stakeholders while minimizing customer complaints.

The Assistant Vice President - Program Management will lead mid/large size IT programs, ensuring timely delivery, managing stakeholder communication, and handling integration projects with Oracle and middleware technologies.

Leads the Workforce Effectiveness function across outsourced workforce lifecycle management, partner agreements, cost optimization, training, incentive compensation, performance analytics, sales compliance, and location monitoring. The role drives productivity, regulatory adherence, operational controls, vendor governance, audit readiness, and business reporting across distributed sales, collections, operations, and customer service workforces.

Manage credit card recovery collections across assigned portfolios and regions. Responsibilities include allocating work to vendors and field teams, monitoring recovery performance, managing incentives, reviewing critical accounts, conducting field visits, enforcing settlement and compliance policies, protecting customer data, resolving complaints, onboarding and renewing agencies, and monitoring invoices and collection metrics.

Process and scrutinize credit card applications, verify KYC and income documents, conduct credit checks, calculate income, validate documentation, meet turnaround-time and accuracy targets, and maintain process documentation and compliance adherence.

Processes credit card applications by scrutinizing documents, validating KYC and income information, conducting credit checks, calculating income, ensuring policy and compliance adherence, and meeting accuracy and turnaround-time targets.

Leads AML technology and quality assurance across transaction monitoring, watchlist screening, regulatory rule deployment, UAT, release management, automation, AI/ML initiatives, disaster recovery, and production support. Serves as the techno-functional liaison among AML Operations, IT, QA, vendors, and regulators while governing AML platforms, model tuning, system validation, integrations, and compliance remediation.

Manage KYC scrubbing, renewals, deduplication, reconciliations, PAN-related cases, high-risk compliance reporting, customer communications, and process documentation. Maintain accurate data and MIS updates, meet production and turnaround targets, ensure regulatory adherence, publish audit reports, and identify automation opportunities using Excel and available tools.

Conduct Video KYC verification for prospective and existing customers, accurately review and decision cases, maintain policy and regulatory compliance, update systems, meet productivity and turnaround targets, manage referrals and escalations, respond to stakeholder queries, and identify process gaps and improvement opportunities.

Handle inbound and outbound customer service interactions for credit card holders, resolving requests, complaints, and queries within service-level agreements. Meet targets for response time, productivity, retention, cross-selling, first-call resolution, call quality, customer satisfaction, and process adherence. Identify process gaps, escalate issues, maintain resolution turnaround times, document procedures, ensure compliance, and contribute to process improvement through RPA.