Team Member-Process-Credit Card-Marketing HO

Quality Manager – Credit Cards

Function: Credit Cards – Consumer Banking
Location: Mumbai

Department: Credit Card-Marketing HO
Grade: Manager / Senior Manager
Reporting To: Outbound/Sales Head

Key Responsibilities

Quality Governance & Service Excellence

• Lead and manage the Quality Assurance framework for Credit Cards Operations, Customer Service, Collections, and related support functions.
• Establish and monitor quality scorecards, audit frameworks, and performance standards to ensure consistency in customer servicing.
• Drive adherence to internal quality standards, regulatory guidelines, RBI requirements, and bank policies.
• Conduct periodic quality reviews and governance meetings with business stakeholders.
• Ensure robust monitoring mechanisms to identify process deviations and service gaps.

Team Management & Leadership

• Lead, mentor, and develop a team of Quality Analysts and Senior Quality Analysts.
• Define team goals, KRAs, and performance metrics aligned with business objectives.
• Conduct regular coaching sessions, feedback discussions, and performance reviews.
• Build a culture of quality, accountability, continuous learning, and customer-centricity.
• Drive engagement and capability-building initiatives within the team.

Process Improvement & Lean Six Sigma

• Lead process improvement initiatives utilizing Lean Six Sigma methodologies.
• Perform Root Cause Analysis (RCA) and identify opportunities to reduce defects, improve service quality, and enhance operational efficiency.
• Drive Green Belt-level projects focused on: 
  • Customer Experience Enhancement
  • Reduction in Customer Complaints
  • Error Reduction
  • Productivity Improvement
  • Cost Optimization
  • Process Simplification
• Implement sustainable controls to ensure long-term process effectiveness.

Project Management & Transformation

• Lead strategic projects and business transformation initiatives across the Credit Cards ecosystem.
• Develop project charters, business cases, project plans, and implementation roadmaps.
• Ensure timely project execution through effective stakeholder coordination and governance.
• Track project milestones, benefits realization, risks, dependencies, and corrective actions.
• Present project outcomes and recommendations to senior leadership.

Customer Experience Management

• Analyze customer complaints, VOC (Voice of Customer), CSAT, NPS, and escalation trends.
• Identify improvement opportunities across customer journeys and service touchpoints.
• Partner with Operations, Digital, Product, Risk, and Training teams to improve customer experience.
• Drive initiatives aimed at reducing repeat contacts and enhancing first-contact resolution.

Audit, Compliance & Risk Management

• Ensure compliance with regulatory requirements, internal controls, and operational risk standards.
• Support internal audits, external audits, and compliance reviews.
• Monitor critical process controls and ensure closure of audit observations within defined timelines.
• Minimize operational and reputational risks through proactive quality interventions.

Reporting & Analytics

• Develop and publish management dashboards, MIS reports, scorecards, and presentations.
• Analyze quality trends and provide actionable insights to business leaders.
• Track and report key business metrics and project outcomes.
• Leverage data-driven decision-making to improve operational performance.

Stakeholder Management

• Collaborate with Operations, Product, Risk, Training, Technology, Compliance, and Customer Experience teams.
• Act as a quality champion for Credit Cards and drive cross-functional improvement initiatives.
• Influence stakeholders through analytical insights and business recommendations.

Eligibility Criteria

Educational Qualification

• Graduate in any discipline from a recognized university.
• Postgraduate qualification in Management, Banking, Finance, or Operations will be preferred.

Experience

• Minimum 7–10 years of experience in Banking, Credit Cards, Consumer Banking Operations, Quality Assurance, Process Excellence, or Customer Service Operations.
• Minimum 3 years of team handling experience managing Quality Analysts or Quality Leads.
• Proven track record of leading quality improvement and business transformation initiatives.
• Experience in Credit Cards operations and customer service functions will be preferred.

Mandatory Requirements

Lean Six Sigma

✅ Lean Six Sigma Green Belt Certification (Mandatory)

Project Management

✅ Proven experience in managing cross-functional projects from initiation to implementation.

Team Leadership

✅ Experience in leading and managing teams with demonstrated people development capabilities.

Preferred Skills

• Knowledge of Credit Card lifecycle and servicing processes.
• Customer Service and Contact Centre Quality Management experience.
• Process Mapping and Process Re-engineering expertise.
• Advanced analytical and problem-solving skills.
• Strong presentation and communication skills.
• Stakeholder management and influencing capabilities.
• Experience in data visualization and MIS reporting.
• Exposure to automation, digital transformation, and customer journey improvement initiatives.

Key Performance Indicators (KPIs)

Quality Metrics

• Overall Quality Score
• Audit Compliance Score
• Process Adherence Metrics
• Defect/Error Reduction

Customer Metrics

• CSAT Improvement
• NPS Improvement
• Reduction in Customer Complaints
• Escalation Reduction

Operational Metrics

• Productivity Improvement
• Process Efficiency Enhancement
• Reduction in Repeat Contacts
• Service Level Adherence

Project Metrics

• On-Time Project Delivery
• Benefits Realization
• Cost Savings Generated
• Process Improvement Impact

Leadership Metrics

• Team Performance
• Employee Engagement
• Capability Development
• Succession Readiness

Competencies Required

Functional Competencies

• Quality Management
• Lean Six Sigma
• Project Management
• Process Excellence
• Customer Experience Management
• Data Analytics & Reporting
• Operational Risk & Compliance

Behavioral Competencies

• Leadership
• Strategic Thinking
• Stakeholder Management
• Problem Solving
• Decision Making
• Change Management
• Customer Centricity
• Collaboration & Influence

 

 

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