Vipul Jha

• Lead the customer support and KYC onboarding team to deliver high-quality service and ensure customer satisfaction across all interactions. • Manage and resolve escalations by addressing complex customer issues, including KYC discrepancies, and providing timely solutions. • Monitor performance metrics to ensure the team meets key SLAs, compliance standards, and internal quality benchmarks. • Collaborate with product, compliance, and operations teams to streamline KYC and onboarding processes, ensuring alignment with regulatory policies and internal guidelines. • Support day-to-day customer onboarding including KYC processing, document verification, review, and reporting as per defined AML norms. • Train and mentor team members on customer service and evolving KYC requirements, fostering a culture of continuous learning and compliance awareness. • Participate in initiatives aimed at improving KYC efficiency, automation, and customer experience, while contributing insights on policy enhancements and risk mitigation. • Analyze customer and stakeholder feedback to identify process gaps and recommend system or procedural improvements in the KYC lifecycle. • Ensure adherence to risk and control measures during the onboarding journey, maintaining audit readiness and compliance with regulatory standards

• Supervised a team of 10+ customer service representatives. • Implemented training programs to boost team efficiency and customer satisfaction. • Monitored service metrics and identified key improvement areas. • Handled escalated customer complaints and ensured resolution. • Conducted internal audits and managed customer interactions across calls, emails, and walk-ins.

• Led a 30+ member support team with focus on performance, incentives, and process alignment. • Created and tracked KPIs, managed SLA adherence, and coordinated with stakeholders. • Administered training batches and ensured 100% accurate performance reporting. • Managed queries via email, calls, and tickets; conducted internal process reviews. • Coordinated with team on week/monthly basis for effective task management. • Connected with Stakeholders and work on Customer and Process improvement journey. • Managed Service Level Agreements, Attritions, and Leaves.

• Provided end-to-end support for Funds and Demat-related queries. • Delivered first-contact resolution and consistently achieved performance targets. • Communicated with customers across tickets, calls, and emails while ensuring compliance with service standards.