IndusInd Bank - Head - Quality Service - Credit Cards

Role Details

- Key Focus: Manage quality of sales done with welcome gift & fees for all channels.

- Create and implement best practice quality vision, strategy, policies, processes and procedures to aid and improve business performance.

- Evaluate the challenges faced by business and take actions to mitigate risks and develop opportunities.

Overall Job Description

- Responsible for vetting/correctness of all customer communication - Letters/Emails/SMS.

- Custodian of website content related to Credit Cards product, monthly review and make changes.

- Manage quality of sales done with welcome gift & fees for all channels.

- External Audit - manage monthly audit of vendor invoices for Product, Portfolio & Marketing units. Also, facilitate quarterly welcome gift audit by an external auditor.

- Internal Audit - monthly checks on processes of Operations, Product, Portfolio, Marketing, Sales channels to identify TNA and process re-engineering.

- Quarterly Mystery Shopping.

- Review of Physical & E-statement templates.

- UAT & checks on Mobile App/Netbanking/Chatbot/WhatsApp/SMS Banking & Contact Centre (calls at different times across locations to check helpline connectivity), and development of new features basis industry benchmarking.

- Vetting all collaterals & UAT for new product launches - website, application form, benefit guide, welcome letters, card testing offline/online, Samsung Pay/Google Pay.

- Ensuring no adverse comments for Cards business in RBI/Internal audits.

- Analysis of Customer Complaints.

- RM for HNI clients.

- Contact Centre Training & Quality improvement.

- Customer Loyalty Surveys.

- Vetting TnC of promotions done by Product/Portfolio units.

Core Competencies:

- Proven leadership and management skills with the ability to optimize team performance and development

- Excellent relationship management skills with the ability to engage, negotiate and manage key stakeholders and suppliers

- Strong and confident negotiator with the ability to negotiate at all levels

- Excellent communication, interpersonal and influencing skills

- Excellent analytical and problem solving abilities

- Results orientated with ability to plan and deliver against project deadlines

- Commercially and financially astute with experience of managing budgets

- Technical mindset

- An appreciation of and an ability to positively resolve issues arising from different culture