Job role : DEPUTY MANAGER - SERVICE QUALITY

Department : SERVICE QUALITY/OPERATIONS

Qualification : GRADUATION/MBA

Experience : 3 To 7 Year Experience in ISO Audit, Six Sigma Certification

Job Description :

JOB PURPOSE (Summarize in one statement why the job exists; and how it contributes to the overall objective of the company) :

- Drive service quality across Operations verticals ; Customer experience, Branch Operations, Claims, New Business, Retention etc. establishing process SOPs across verticals, monitoring adherence to process and publishing process cards, updating and maintaining process library, managing service scores for service partners/ vendors, driving certifications and participating in audits.

- Ensure all Ops processes execution as per agreement not limited to in-house processes, identify and analyze for areas of process improvements and identify areas for projects on process fixes

PRINCIPAL ACCOUNTABILITIES (Accountabilities associated with the job) :

Process Management:

- Ensure all process SOPs across Operations verticals are signed off by process owners and updated on the portal

- Manage all communications with the process owners for changes or updates to processes

- Monitor process adherence across processes through periodic and surprise process/ transaction audits (such as branch visit checklists)

- Design, Analyze and Publish monthly audit reports and key observations and drive closure of observations

- Ensure to conduct quarterly reviews with Heads of departments and monthly touchpoints with process owners to highlight process-level issues and seek resolution

- Act as the final signatory for all process changes

- Liaise and work closely with Operational risk management team to finalize and monitor Risk control matrices, key risk indicators and other ORM related activities.

Certifications and other accountabilities:

- Identify and build a case for special projects around process improvement or technology enablement based on audit observations

- Design and drive end-end implementation of special projects, for fixing complex process to fix audit observations in coordination with multiple teams like all Operations verticals, training team etc.

Vendor Management: Ensure Service quality management of the outsourced vendors

Stakeholder Management: Collaborate align with stakeholders cross functional team to design, create and improve processes.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.