Manager Training & Quality (Retail Banking)

International Retail Banking processes -Must

About the Opportunity

Fortune 500 BPM and Business Transformation Company

Manager Training & Quality

Key Responsibilities

Quality & Performance Management

• Lead the overall Quality function, ensuring adherence to internal and client-defined KPIs.
• Strengthen Quality Management frameworks, governance models and evaluation processes.
• Monitor SLA/SLO metrics and drive quality performance through data-driven insights.

Process Improvement & Analytics

• Drive continuous improvement initiatives using Lean Six Sigma and DMAIC methodologies.
• Analyse key performance metrics, including FCR, CSAT, NPS, Resolution Rate and Transfer Rate.
• Independently lead DMAIC projects and deliver measurable business improvements.

Stakeholder & Client Management

• Manage relationships with internal stakeholders and external clients.
• Lead client governance reviews, escalations and performance discussions.
• Present analytical insights and improvement recommendations to senior management.

People Leadership & Capability Building

• Lead, coach and develop Quality and Compliance teams.
• Drive employee engagement, retention and succession planning.
• Develop training calendars based on Training Needs Analysis (TNA).
• Build a culture of accountability, ownership and continuous improvement.

Required Skills & Experience

• 8+ years of overall experience in the BPM/BPO industry.
• Strong experience in

  International Retail Banking processes

  .
• Strong expertise in Transaction Quality and Training Quality (T&TQ).
• Hands-on experience with Lean Six Sigma / DMAIC projects.
• Excellent analytical, reporting and data interpretation skills.
• Strong proficiency in MS Excel and PowerPoint.
• Proven experience in client management, stakeholder engagement and team leadership.
• Excellent communication and presentation skills.