About the role
The Operations Team Lead role will be responsible for managing KYC operations, payment operations, credit operations, customer service, and/or other operations for India.
Responsibilities:
- Manage a quickly growing team to provide a world-class operations team to delight our rapidly expanding customer base in India.
- Support hiring and team onboarding processes for new hires.
- Ensure various sub-teams set and hit aggressive productivity and quality goals.
- Manage team scheduling and capacity planning.
- Lead various initiatives with product and other global teams to improve process automation and the Branch customer experience.
- Serve as first point of escalation for system issues; support product and engineering teams in issue diagnosis and reporting.
- Maintain team documentation and collaborate with other division leads on continuous improvement of team processes.
- Collaborate cross-functionally on various initiatives for admin, marketing, finance, and collections.
Requirements:
- 5-10 years of experience managing and scaling large, successful operations for a startup, bank, telco or IT company is a plus.
- Experience in KYC is preferred.
- Highly passionate about customers.
- Highly entrepreneurial and comfortable with ambiguity and taking initiative.
- Excellent collaborator and team player.
- Deep understanding of successful process implementation and improvement.
- Extremely analytical with expert Excel skills; SQL skills a big plus.
- Ability to effectively communicate with people at all levels in verbal and written communication.
- Compliance knowledge is a bonus.
- Willingness to work across multiple teams in Ops.
- Able to build relationships with their team members and develop them through expectation setting and coaching.