Job Description

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Job Title - Manager - Service Quality and Process Excellence

Place of work - Haryana

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:

• Provide assurance of Service Quality and Process Excellence standards for all customer journeys within Rural Banking across all Asset and Liabilities products.
• Candidates with experience in Internal Audit/Credit/Risk profiles for HL, LAP, Vehicle Loans, KCC products would be preferable.
• Perform checks for branches to verify if the laid process/polices are adherence by all team members.
• To acquire knowledge of policies and procedures of the bank and guide team on preventive/corrective measures.
• Execute the Service Quality and Process Excellence Training for the branches.
• Conduct branch visits in the state/region as per approved plan within assigned man-days.
• Verify records and registers maintained at branch for monitoring, supervision, administrative and HR related aspects.
• Escalate critical issue to the business team which require immediate attention.
• Identification, fact finding, and reporting of misappropriation in any.
• Flag off early warning signals in the portfolio or any process gaps.
• Conduct compliance checks and report for any deviations.
• Prepare and submit the SQPE reports within defined timelines.
• Interact with the business team supervisors to discuss and update on key observations noted at branch.

Candidate Profile: -

• Should have good knowledge of HL, LAP, Vehicle Loans, KCC products.
• Proficiency in MS Excel, Word, and PowerPoint.
• Excellent written and verbal English communication skills
• Personal drive and positive work ethic to deliver results within tight deadlines and in demanding situation.
• Flexibility to adapt to a variety of engagements, working hours, travel, and environment.

Educational Qualifications:

Graduate Full Time : Bachelors in Commerce / Arts / Science / Biology / Business / Computers / Maths / Engineering / Management / any others.

Experience:

5 to 8 years of relevant experience in HL, LAP, Vehicle Loans, KCC products.

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