Manager Service Quality & Process Excellence

0.00 to 10.00 Years Rajasthan 15 Aug, 2024

Job Location	Rajasthan
Education	Not Mentioned
Salary	Not mentioned
Industry	Not mentioned
Functional Area	Not Mentioned
EmploymentType	Full-time

Job Description

:Job Title - Manager - Service Quality and Process ExcellencePlace of work - Pali/ Ajmer/ JaipurBusiness Unit - Rural BankingFunction -Retail AssetJob 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:

Ensure the quality of customer service
Review readiness for the new product / process launches while focusing on new branches
Testing processes/ controls for processes to ensure adherence to all internal and external audit guidelines
Review consistency in practices to enable uniform and seamless operations
Review branch and dorm premises - branding and upkeep
Lead follow-up and closure of audit / risk issues
Focus on regulatory compliances applicable to Branches
Special assignments to ensure customer delight is maintained at each touchpoint by providing best in-class service
Ensure high levels of operational efficiencies are achieved within reasonable costs
Support identification of defects and opportunities across customer journeys and provide recommendations for improvement
Support digital transformation and other transformation programs
Regular visits to every branch at least once In six months (to be reviewed within a year)
Interacting with customers directly to gather feedback and leveraging their input to suggest changes in processes
Regularly attend centre meetings to contribute to strategic planning and tactical initiatives
Visit delinquent customers to mitigate losses

Educational Qualifications:Graduate - Any (Full Time)Post Graduate - Optional (Full Time)Experience:5 to 8 years of relevant experience in HL/ Lap and Dealership Product. IDFC FIRST Bank

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