| Job Title | Associate Manager – KYC |
| Company | PhonePe |
| Location | Bengaluru, Karnataka, India |
| Work Model | Work From Office |
| Employment Type | Full Time |
| Department | KYC Operations |
| Role Objective | Manage KYC operations, improve verification processes, and ensure efficient customer onboarding while leading a team |
| People Management | Handle team issues, conduct 1:1 meetings, monitor team performance, provide coaching, and drive employee engagement |
| Talent Development | Support training, upskilling, and career development of team members |
| Stakeholder Collaboration | Work with sales/business teams for smooth KYC operations and conduct weekly progress discussions |
| Workflow Management | Prioritize queues and manage workload to meet service level agreements (SLAs) |
| Operational Efficiency | Improve metrics like Average Handling Time (AHT), reduce rework, and enhance data accuracy |
| Process Improvement | Identify automation opportunities and streamline KYC operations |
| Business Enablement | Reduce turnaround time (TAT) for KYC verification and improve verification success rate |
| Operational Metrics | AHT, Occupancy Rate, Service Level %, Verification Rate, Rejection Rate, ART |
| People Metrics | Attrition, SL adherence, ICP performance |
| Benefits | Medical Insurance, Life Insurance, Critical Illness Insurance, PF, Gratuity, NPS, Higher Education Assistance, Car Lease, Salary Advance |
| Other Benefits | Parental benefits, relocation support, wellness programs, travel policy |
| Key Skills | KYC Operations, Team Management, Process Optimization, Stakeholder Management |
