Review SOP flow and ensure all steps are followed by KYC/lending team.

Identify process gaps and propose changes for improvement

Audit report to management on KYC process compliance and maintain Quality score.

Liaison with KYC team for NPS improvement over KYC /Lending documentation process.

Staff wise quality check for sample KYC verified cases and maintain staff wise quality score.

Prepare Quality metrics with error categorisation like Critical, Major, Minor, change request etc.

Prioritise high, medium low risk operational risk aspects and work on mitigation in KYC/lending process.

Monitor fraud and raise alarm if unethical practice observed among the team.

Cover 100% staff every month with Quality score and share reports regularly.

Bring technological enhancement ideas to effectively manage the service Vs Cost impact.

Highlight process failure reasons and plans to eliminate process gaps.

Improve approval rate by ensuring quality is maintained in the KYC/lending verification process.

Flexible to work in shift assignments if required. 

Help promote and maintain a positive company image.