Manager-Service Quality & Process Excellence

Job Requirements

Job Requirements

Role/Job Title:

Function/Department:

Job Purpose

Responsibilities

Roles & Responsibilities:

• Ensure the quality of customer service.
• Review readiness for the new product / process launches while focusing on new branches.
• Testing processes/ controls for processes to ensure adherence to all internal and external audit guidelines.
• Review consistency in practices to enable uniform and seamless operations.
• Review branch and dorm premises – branding and upkeep.
• Lead follow-up and closure of audit / risk issues.
• Focus on regulatory compliances applicable to Branches.
• Special assignments to ensure customer delight is maintained at each touchpoint by providing best in-class service.
• Ensure high levels of operational efficiencies are achieved within reasonable costs.
• Support identification of defects and opportunities across customer journeys and provide recommendations for improvement.
• Support digital transformation and other transformation programs.
• Regular visits to every branch at least once in six months. (to be reviewed within a year)
• Interacting with customers directly to gather feedback and leveraging their input to suggest changes in processes.
• Regularly attend center meetings to contribute to strategic planning and tactical initiatives.
• Visit delinquent customers to mitigate losses.
  

Education Qualification

Experience: