Manager-Service Quality & Process Excellence

Job Description

Job Title –

Manager - Service Quality and Process Excellence

Place of work

Punjab
Business Unit

– Rural Banking

Function

–Retail Asset

Job Purpose:
The role entails driving Service Quality for all customer journeys within Rural Banking and ensuring adherence to Process Excellence standards. The role bearer would be responsible to manage operations and resources in the most cost efficient and technology effective manner. The role bearer would be a key Change agent for the bank and is responsible for implementing strategic and tactical projects that enhance quality of experience, drive ingenuity and innovation across rural business. The role bearer is responsible for helping Regional Manager implement a process management/improvement framework including governance and methodology contributing to larger rural banking objectives.

Roles & Responsibilities:
Ensure the quality of customer service

Review readiness for the new product / process launches while focusing on new branches

Testing processes/ controls for processes to ensure adherence to all internal and external audit guidelines

Review consistency in practices to enable uniform and seamless operations

Review branch and dorm premises – branding and upkeep

Lead follow-up and closure of audit / risk issues

Focus on regulatory compliances applicable to Branches

Special assignments to ensure customer delight is maintained at each touchpoint by providing best in-class service

Ensure high levels of operational efficiencies are achieved within reasonable costs

Support identification of defects and opportunities across customer journeys and provide recommendations for improvement

Support digital transformation and other transformation programs

Regular visits to every branch at least once In six months (to be reviewed within a year)

Interacting with customers directly to gather feedback and leveraging their input to suggest changes in processes

Regularly attend centre meetings to contribute to strategic planning and tactical initiatives

Visit delinquent customers to mitigate losses

Educational Qualifications:
Graduate – Any (Full Time)

Post Graduate – Optional (Full Time)

Experience:
5 to 8 years of relevant experience in Rural Branch Banking or allied Business