Project Manager ( Root Cause Analysis (RCA)

Job Title :- RCA Specialist Reporting

Grade: AVP

SECTION II: PURPOSE OF THE ROLE

The role requires the individual to have excellent knowledge and capability in driving, reporting and analyzing RCAs.

Have strong knowledge on banking operations with prior experience in branch banking / Business banking / Operations / Retail Assets at different levels.

Excellent analytical skills to showcase key insights and performance.

SECTION III: KEY RESPONSIBILITIES & KPIS OF THE ROLE

Responsibilities KPIs

Policies, Processes & Procedures

• Conduct detailed Root Cause Analysis (RCA) of customer complaints across various banking products and services to uncover underlying process or system deficiencies.
• Analyze recurring trends in complaints to identify critical areas requiring process enhancement or reengineering.
• Design and propose actionable solutions for identified gaps to improve customer experience and operational effectiveness.
• Update and standardize Standard Operating Procedures (SOPs) to reflect process improvements and ensure consistent service delivery.
• Benchmark complaint handling processes and resolution timelines with other financial institutions to adopt industry best practices.
• Generate and share detailed progress reports on improvement initiatives and complaint resolution projects with stakeholders.

• Quality of RCAs

• Number of process improvements completed.

Self-Management

• Coordinate with internal teams and stakeholders (e.g., branch staff, back-office teams, and complaint handling units) to align improvement initiatives with business objectives.
• Address and resolve queries from different business units related to RCA findings.
• Exhibit strong interpersonal skills to manage and influence cross-functional teams for successful project execution.
• Stay updated on industry developments and continuously enhance skills in root cause analysis, process improvement methodologies, and customer experience strategies.

People Management

• Should be able to coordinate with stakeholders, other team members to ensure delivery of KRAs • Conduct trainings for staff for new and existing processes, Knowledge Tests, Knowledge modules, Training Manuals

SECTION IV: OPERATING NETWORK

Internal Branch, Complaints Management Team, Operations and Service Delivery Team, Assets, Business and Digital Technology Solutions.

External NA

SECTION V: ROLE PROFILE REQUIREMENTS

Education Essential: Graduation from any reputed institution Preferred: Six sigma / PMP practitioner, preferably

Experience Essential: 8-10 years of experience in banking operations, complaint management, or process improvement roles with a strong focus on RCA and customer experience enhancement Preferred: As specified above

Competencies

• Customer and Quality Focus • Professional Entrepreneurship
• Drive for Results • Influence and Impact
• Integrity • Lead and Develop people • Enables Change
• Build transparent and inclusive teams