HDFC Bank - Head - Projects - Quality Initiative Group

Head - Projects - Quality Initiative Group

- Help Business functions define service standards.

- Monitor & Measure service standards across Businesses.

- Process Compliance and Improvement : Drive improvement in key Processes of the bank by obtaining feedback through Mystery Shopping in areas of Leads (Lead Entry, Lead Follow up, TAT and other Sales Process compliance), Account Opening, Tele-courtesy, Clearing etc. This would also include Vendor Selection and management.

- Brand Building and Communication within QIG, Communication in the Bank as well as to External world including application for various Awards (On Customer Service)

- Driving Business Process Management Systems (BPMS) including ISO Implementation of various QIG Functions. This would also include management of Projects Library and Best Practice replication

- Proliferation of Quality Culture through Training and Certification within QIG and Business Groups

Education / Technical Skills :

- PG/MBA/ Lean Six sigma Black Belt/ Master Black Belt / MBB preferred

- Experience in consumer research / customer experience improvement in retail, banking and financial domain.

- Previous experience of Quality Management

- Should have excellent negotiation and selling skills