Quality Manager

2 months ago

Hyderabad, India IDFC FIRST Bank Full time
Role/ Job Title:

Quality Manager - Smart Banker

Function/ Department:

Retail Liabilities

Job Purpose:Quality Manager will be supporting VRMs Pan India to meet their objectives on Quality. Incumbent will be responsible and one point contact for VRMs on the following:Develop and Deliver effective Quality SLA's with the team for maximising Cx and productivity.Guide the VRM team on achieving higher Quality scores.

Roles & Responsibilities:Set-up, manage and be responsible of achievement of Quality SLAs for the Hyderabad CentreGuide Team leaders/Managers and team members on Quality related process and practices.Collect and analyze data to detect factors leading to variances in Quality standards, viz., deficient controls, duplicated effort, errors, omissions, non-compliance with defined procedures and management policies or any other variable.Conduct focused root cause analysis (process and product) with the Operations team(s) to assess reasons for deviation in quality.Provide findings and suggest remedial action to Operations for addressing quality issues.Develop quality improvement project plan for each project (define problem, actions and initiatives) by coordinating with the operations.Promote process improvement through identifying and addressing the recurrent quality assurance issues at an individual and team level, promote sharing of best practice among project teamsHave regular Calibration meetings to identify problem areas.

Secondary Responsibilities:Aid the Training team in Training need identification.Assist in projects and initiatives that are being driven for the RM channel.Managerial & Leadership Responsibilities:Lead the IDFC FIRST's customer first culture by driving the team to take up high degree servicing norms to ensure absolute customer delight.Champion the use of data analytics to power up marketing propositions for liability customers.Education & Qualification:Graduation: Any GraduatePost Graduation: MBA / PGDM

Experience:

10 to 18 years of relevant experience in a leadership position managing central teams

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