Program Manager

About OnGrid

OnGrid is a leading digital trust platform offering digital KYC, verifications, and background checks for onboarding employees, contractors, users, merchants, customers, etc. Founded by IIT-B alumni, OnGrid has completed more than 1 Billion+ checks across 4000+ happy clients.

At OnGrid, we are focused on redefining and reimagining trust, safety, compliance and accountability through our platforms OnGrid, eLockr, and Gridlines. Having built these basic pillars of trust (and creating a profitable venture with 300+ full-time people in the process), we now want our imagination to be let loose and think of avenues never explored, and execute in ways never implemented before.

The ideal candidate should have experience in driving and managing high-paced programs within a fast-growing startup environment. Prior experience in BGV operations would be an added advantage. The role will require strong strategic client management skills, including the ability to engage in senior-level discussions, manage key client stakeholders, and build strong relationships. The candidate should also have demonstrated experience in leading teams, driving execution, and delivering outcomes in a dynamic environment.

Key Responsibilities

• Own end-to-end operations and service delivery for assigned enterprise clients.
• Manage and lead a dedicated BGV team assigned to the client, ensuring productivity, quality, and accountability.
• Understand client-specific BGV processes, SLAs, workflows, and requirements and ensure adherence by the team.
• Monitor daily operational performance, including TAT, SLA adherence, case volumes, productivity, quality, and pending/ageing cases.
• Conduct regular client reviews and share performance reports, operational insights, and action plans.
• Handle client escalations and ensure timely resolution in coordination with internal teams.
• Identify recurring operational issues and drive root-cause analysis and corrective/preventive actions.
• Work closely with BGV operations, quality, technology, product, and account management teams to ensure smooth service delivery.
• Ensure the team is adequately trained on client-specific processes, verification requirements, and SOPs.
• Drive continuous improvement initiatives to improve TAT, quality, productivity, and overall client experience.
• Manage peak volumes and ensure adequate resource planning and allocation for client requirements.
• Ensure adherence to BGV policies, SOPs, compliance requirements, and data-security standards.
• Support client onboarding, transition, process changes, and implementation of new verification workflows.

What We’re Looking For

• 5–8 years of experience in Operations, preferably with experience managing enterprise/large-volume accounts.
• Prior experience managing a dedicated team.
• Strong understanding of TAT, SLA, quality metrics, productivity, ageing, and operational dashboards.
• Excellent client and stakeholder management skills.
• Strong team management and people leadership capabilities.
• Excellent communication and presentation skills.
• Strong analytical and problem-solving skills.
• Proficiency in Excel/MIS and operational reporting.
• Ability to work in a high-volume, fast-paced BGV environment.