Senior Manager - Verification

Responsible for monitoring system changes in verifications and driving process improvement
To manage the vendors consisting of ~400+ field verifiers for conducting field verifications , catering to 8 to 9 lacs+ field verification Spread across Zone with address change process of existing card holder which is ~1% of AIF and ensuring timely closure of customer requests and complaints across business and consistent delivery within business defined SLA


Responsible for Internal analytics, MIS, daily/ monthly key metrics reporting (to Internal as well as external stakeholders) to ensure accurate forecasting trending with regard to resourcing, volumes and process accuracies

Initiate rectification
Stakeholder management including direct interaction with sales, credit ,IT, quality, fraud control customer services team
Monitoring of monthly performance dashboards to be published on a weekly basis also use internal metrics to identify highlight areas where management intervention is required for improvement of the process


Identifying opportunities in current policies and suggesting changes which would help the business in increasing the quantity and quality of fresh sourcing
Lead execute process improvement projects on turn around time, accuracy, productivity standardization
Conducting training session for the zone with continuous focus on skill development by formulating revised training modules in collaboration with training teams


Planning continuous skill development for tele filed verifier through training modules in collaboration with training team


Conducting Field back check audit on the requisite sampled cases and promoting joint visits with sales credit team

Responsible for roll out implementation of all compliance process related guidelines to all vendors locations , along with monitoring implementation of new process changes across locations