Cluster Head - BSQIG

As a Cluster Head BSQIG, your primary role is to lead and conduct comprehensive reviews of branch operations, both onsite and remotely, within specified timelines. **Key Responsibilities:** - Conduct audits focused on service delivery, customer journey mapping, and NPS readiness. - Ensure adherence to sales processes, internal controls, and regulatory requirements. - Detect outliers, track red flags, and prepare thematic risk reports. - Perform Root Cause Analysis (RCA), recommend corrective actions, drive closure of gaps, and escalate critical issues as needed. - Release timely branch scorecards, customer experience ratings, and exception reports. - Support training initiatives, provide guidance, and conduct repeat validations to ensure sustainable improvements. - Promote a culture of first-time-right service delivery and compliance discipline across branch banking. **Qualification Required:** - 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 a commitment to continuous improvement. - Conversational proficiency in Tamil, Malayalam, and English is a must. If you have the necessary experience and skills for this position and are interested in opportunities in Madurai, Palakkad, Kunnumkulam, or Kozhikode, please share your resume at ajaypai@csb.co.in.,