Senior Manager - Service Quality - Bank

The individual will ensure developing of QC structure that will provide Quality Assurance in regards to Bank operations, EMC Assets and Liabilities, service request fulfillment, complaint grievances redressal.

The QC and QA framework should focus on delivering continuous improvements such as productivity improvement,

complaints reduction, FCR, critical errors, efficiency improvement, process reviews that address any gaps in respect to simple documentation meeting department objectives.

The individual shall benchmark bank performance against the banking industry standard.

Collaborate with cross-functional teams in ensuring the QA framework address the needs of the organization.

Work closely with HCBP's and internal clients to close performance gaps and create new capabilities through effectively leveraging QA standard practices

Lead the QC team for Back office, mentor the contact center QA and Service Quality framework. Team management and talent management of the team

Lead the design, implementation and execution of QA / QC framework for the organization cutting across departments, cross-functions, zones etc

Data driven performance management, career path for the team, talent management and leadership development