Assistant Manager - Central Ops
Credit Saison India
Established in 2019, Credit Saison India (CS India) is one of the country’s fastest growing Non-Bank Financial Company (NBFC) lenders, with verticals in wholesale, direct lending and tech-enabled partnerships with Non-Bank Financial Companies (NBFCs) and fintech's. Its tech-enabled model coupled with underwriting capability facilitates lending at scale, meeting India’s huge gap for credit, especially with underserved and under penetrated segments of the population.
Credit Saison India is committed to growing as a lender and evolving its offerings in India for the long-term for MSMEs, households, individuals and more. Credit Saison India is registered with the Reserve Bank of India (RBI)and has an AAA rating from CRISIL (a subsidiary of S&P Global) and CARE Ratings.
Currently, Credit Saison India has a branch network of 80+physical offices,2.06 million active loans, an AUM of over US$2B and an employee base of about approx ~2000 employees.
Credit Saison India is part of Saison International, a global financial company with a mission to bring people, partners and technology together, creating resilient and innovative financial solutions for positive impact. Across its business arms of lending and corporate venture capital, Saison International is committed to being a transformative partner in creating opportunities and enabling the dreams of people.
Saison International is the international headquarters (IHQ)of Credit Saison Company Limited, founded in 1951 and one of Japan’s largest lending conglomerates with over 70 years of history and listed on the Tokyo Stock Exchange. The Company has evolved from a credit-card issuer to a diversified financial services provider across payments, leasing, finance, real estate and entertainment. Based in Singapore, Saison International’s global operations span over Singapore, India, Indonesia, Thailand, Vietnam, Mexico, Brazil, with active investments in debt, equity, corporate venture capital, and technology
Job Description: Assistant Manager – VKYC - Operations
Department: Operations
Location: Thane (On-site)
Experience: 2 to 5 Years
Position Overview
We are seeking a detail-oriented, highly analytical, and proactive Assistant Manager – VKYC Operations to oversee and drive our Video Know Your Customer (VKYC) operations and service delivery. In this role, you will manage large-scale daily VKYC operations, ensure strict adherence to RBI compliance guidelines, optimize process efficiency, high verification accuracy, and continuous reduction of drop-off rates across digital channels, and deliver a seamless digital onboarding experience for our customers. You will directly manage front-line agents, collaborate with cross-functional teams, and drive operational excellence through automation and robust MIS reporting.
Key Responsibilities
- Oversee end-to-end VKYC operations to ensure seamless daily execution and high service delivery standards.
- Directly lead, mentor, and performance - manage a team of 60–70 VKYC agents.
- Track, monitor, and optimize key operational metrics including Agent Productivity, Quality Score, Turnaround Time (TAT), and Service Level Agreements (SLAs).
- Demonstrate hands-on proficiency with Video Banking and VKYC platforms, digital onboarding channels, and system workflows.
- Collaborate with Technology and Product teams on system integrations, API workflows, Standard Operating Procedures (SOPs), and operational troubleshooting.
- Identify bottlenecks in the digital journey and drive continuous process improvements and automation initiatives.
- Ensure strict compliance with Reserve Bank of India (RBI) VKYC/KYC guidelines, anti-money laundering (AML) regulations, and internal risk policies.
- Lead operational audits (internal, external, and regulatory), manage risk assessments, and maintain complete audit readiness.
- Manage customer escalations promptly, ensuring root-cause analysis and systemic corrective actions.
- Work closely with internal stakeholders across Technology, Compliance, Risk, Business, and Central Operations.
- Design, analyze, and publish daily/weekly/monthly MIS reports and executive dashboards for management review.
- Full-time Graduate/ Part-time post-graduate from recognized University.
- 2 to 5 years of proven experience in Banking, NBFC, or Fintech Operations (Customer Onboarding / Digital KYC), with at least 1–2 years in a direct supervisory or team lead role within a VKYC environment.
- Leadership Experience: Team management experience preferred.
- Domain Expertise: In-depth understanding of RBI KYC guidelines, customer identification procedures, and digital onboarding methodologies for individual and business segments.
- Technical Acumen: Good understanding of VKYC platform architecture, API integrations, and digital onboarding stacks.
- Analytical Skills: Strong data-handling, analytical, and advanced MS Excel skills for MIS generation and performance tracking.
- Soft Skills: Strong verbal and written communication skills with the ability to handle customer escalations, manage internal stakeholders, and interface effectively with audit/compliance teams.