| Job Title: | CEC-Team Manager-Service Quality | |
| Department/Group: | Service Quality | |
| Location: | Noida, Mumbai, Bangalore, Hyderabad | |
| Will Train Applicant(s): | Yes | |
| Job Description | | |
| | |
Leading the CEC Desk for Consumer Bank across Retail Liabilities, Retail Assets and credit card, escalationsthrough a dedicated team of Quality Analyst
- As a Supervisor, Daily Productivity of the centre assigned : BAU audits and Strategic audits for all QA's
- Ensure Calendared Interventions for the centre are closed as per timelines
- SQI Improvement Month on Month to be driven month on month
- Leading projects for improvements in Consumer Experience, Operational Efficiency, Digitization of Customer Journeys
- Centre Level Meetings & Engagements - Weekly/Monthly meet /Call listening session / Calibrations/Rebuttals Handling /BQ feedbacks on a calendared schedule
- Voice of officer meets and actionable from the meet
- Periodic reports and dashboards on thematic audits
- Timely adherence to daily, weekly and monthly scheduler for the centre manager
- Product Process Recommendation for the Channel/ Skills Mapped
- Lead stakeholder meetings to represent the quality function for the site managed.
- Prepare quality related reports on a designated frequency for operations team, CoE leadership, quality committee as required.
- Host and conduct internal/external calibration calls with various audiences (e.g. Quality Analysts, Operations leaders).
- Serve as the subject matter expert for quality management systems including the call monitoring and document management systems.
PREFERRED SKILLS AND EXPERIENCE
- 10 - 12 years of work experience in driving a Customer First agenda within Customer Service, Business or Operations in a Retail distribution set up and team handling experience in Banking or NBFC
- Strong domain knowledge of Consumer Banking products, processes and technology
- Strong analytical skills to derive insights from data and create actionable thereof
- Excellent networking skills to build rapport and consultatively engage with Business and Functional Heads, Cross Functional Teams and Regulatory Offices
- Ability to confidently facilitate team discussion on quality/COPC parameters
- Experience in coaching and leading employees
- Understanding and practical experience in effective coaching techniques
- Ability to continually support employees through individual development plans
- Time management, organizational talent and presentation skills
- Ability to deal with constant change positively and maintain high motivation
- Drives team engagement and actions through internal survey results and insights
- Help QA understand the performance bar and supports them to reach it
