Zonal Head South - Branch Service Quality Index

Key Responsibilities:

Conduct and lead onsite and remote reviews of branches as per assigned timelines, covering:

Service Quality, Customer Journey Audits, and NPS Readiness

Sales Governance, Process Adherence, Internal Controls, and Regulatory Compliance

Outlier Identification, Red Flag Tracking, and Thematic Risk Reporting

Perform Root Cause Analysis (RCA), recommend interventions, drive closure of gaps, and escalate critical issues where necessary

Release timely and transparent Branch Scorecards, Customer Experience Ratings, and Exception Reports

Support capability building through training, guidance, and repeat validations to ensure sustainability of improvements

Strengthen the culture of first time-right service delivery and compliance discipline across branch banking

What Were Looking For:

Strong background in Retail Banking, Risk Controls, Process Excellence, and Service Quality

Proficiency in report writing, RCA, grievance handling, and analytical presentation

Excellent communication, stakeholder management, and time management skills

High levels of ownership, objectivity, and commitment to customer-centric improvement