Senior Manager/AVP/Manager - Service Quality - Bank

Our Client, a Leading Private Bank is looking out for a Service Quality Manager - Sr. Manager / AVP Level for their Internal Audit - Service Quality team to be based at Mumbai.

Job Purpose:

To carry out Service quality reviews / assessments for various products, process and customer touch points across the bank to:

1) Ensure adherence to processes as approved by the Bank

2) Review quality of service rendered to customers

3) Review compliance to service standards as laid down by the regulator 4) Process re-engineering for gaps identified

Job Description:

Key Accountability

Service Quality Reviews & Improvements

- Carry out Service Quality (SQ) reviews of products, process and customer touch points for measuring Service Delivery standards as per allocation/audit calendar every quarter.

Quality of the review

- Define scope of review, study all processes/reports to identify areas affecting service delivery/failure points and conduct thorough reviews to check existing service standards and improvement opportunities for the product/channel under review. "

- Business engagement

- Continuous engagement with stakeholders and assisting product teams on service delivery areas

- Central Monitoring

- To review overall quality of responses sent to the customers by the front channels

Additional Reviews

- Carrying out snap reviews / mystery shopping activities other than that quarterly assignment

- MIS / Data maintenance

- Maintain monthly dashboards with key indicators to track improvements for the completed SQ reviews and follow-up for action taken report.

- Project Implementation

- Drive projects for the process gap identified through service quality reviews "

Required Profile

1) Should have minimum 8-12 years of retail banking experience in product or change functions handling quality and process improvements.

2) Should possess good communication, drafting skills, presentation and analytical skills

3) Good experience in auditing and risk functions would be preferred

4) Should possess project implementation skills"