What You Will Do:

• Lead the team of agents for merchant onboarding with KYC verification(B2B) and compliance checks as per RBI guidelines

• Monitoring Merchant account activations and merchant onboarding experience

• Handle merchant account changes as per request from the sales team and merchants

• Query resolution for our internal customer i.e., Business Team

• Adhering to operations guidelines while activation and query resolution and maintaining the quality of the onboarding and the team

• Maintaining TAT as per SLA for the process

• Identifying process improvement area and implement solution to improve the OKRs

• Take leverage of AI and implement Agentic/AI solutions in the product flow to improve merchant experience

• Monitor the quality of the Agentic/AI solutions as per the defined standards

• Work with policy makers, product managers and quality monitoring team to understand the gaps and implement process improvements

What You Will Need:

• Minimum 5+ years of relevant experience in Back End Operations(KYC - B2B), preferably from a fintech background

• Team handling experience - 2 years +

• Process oriented, proactive and result driven individual.

• Strong interpersonal skills and the ability to understand the merchant’s requirement before the account is activated.

• Be a quick learner with an analytical mind, to understand back end operations and the fintech product

• Understanding of product flows

• Worked/understanding of implementation of AI in the workflows