Cluster Head - BSQIG

As Cluster Head of BSQIG, your role involves leading and conducting comprehensive reviews of branch operations, both onsite and remotely, within specified timelines. Your primary responsibilities will include: - Conducting audits focused on service delivery, customer journey mapping, and NPS readiness. - Ensuring adherence to sales processes, internal controls, and regulatory requirements. - Identifying risks, tracking red flags, and preparing thematic risk reports. - Performing Root Cause Analysis (RCA), recommending corrective actions, driving closure of gaps, and escalating critical issues as necessary. - Releasing timely branch scorecards, customer experience ratings, and exception reports. - Supporting training initiatives, providing guidance, and conducting repeat validations for sustainable improvements. - Promoting a culture of first-time-right service delivery and compliance discipline across branch banking. We are looking for a seasoned professional with the following qualifications: - Minimum 14 years of relevant experience in retail banking, service quality, and governance. - Strong expertise in risk controls, process excellence, and customer-centric service delivery. - Proficiency in report writing, RCA, grievance handling, and analytical presentations. - Excellent communication, stakeholder management, and time management skills. - High levels of ownership, objectivity, and commitment to continuous improvement. Conversational proficiency in Tamil, Malayalam, and English is a requirement for this role. If you meet the criteria and are interested in the positions available in Madurai, Palakkad, Kunnumkulam, and Kozhikode, please share your resume at ajaypai@csb.co.in.,