Job Description
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 operationalhygiene.
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
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 operationalhygiene.
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
💡 Quick Summary
Seeking a career-building opportunity? The Senior Manager Operations (Contact Point Verification -BFSI position is now open for candidates interested in the Back Office Jobs sector. This role in Haryana offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.
