Quality Manager – Credit Cards
Function: Credit Cards – Consumer Banking
Location: Mumbai
Department: Credit Card-Marketing HO
Grade: Manager / Senior Manager
Reporting To: Outbound/Sales Head
Key Responsibilities
Quality Governance & Service Excellence
- Lead and manage the Quality Assurance framework for Credit Cards Operations, Customer Service, Collections, and related support functions.
- Establish and monitor quality scorecards, audit frameworks, and performance standards to ensure consistency in customer servicing.
- Drive adherence to internal quality standards, regulatory guidelines, RBI requirements, and bank policies.
- Conduct periodic quality reviews and governance meetings with business stakeholders.
- Ensure robust monitoring mechanisms to identify process deviations and service gaps.
Team Management & Leadership
- Lead, mentor, and develop a team of Quality Analysts and Senior Quality Analysts.
- Define team goals, KRAs, and performance metrics aligned with business objectives.
- Conduct regular coaching sessions, feedback discussions, and performance reviews.
- Build a culture of quality, accountability, continuous learning, and customer-centricity.
- Drive engagement and capability-building initiatives within the team.
Process Improvement & Lean Six Sigma
- Lead process improvement initiatives utilizing Lean Six Sigma methodologies.
- Perform Root Cause Analysis (RCA) and identify opportunities to reduce defects, improve service quality, and enhance operational efficiency.
- Drive Green Belt-level projects focused on:
- Customer Experience Enhancement
- Reduction in Customer Complaints
- Error Reduction
- Productivity Improvement
- Cost Optimization
- Process Simplification
- Implement sustainable controls to ensure long-term process effectiveness.
Project Management & Transformation
- Lead strategic projects and business transformation initiatives across the Credit Cards ecosystem.
- Develop project charters, business cases, project plans, and implementation roadmaps.
- Ensure timely project execution through effective stakeholder coordination and governance.
- Track project milestones, benefits realization, risks, dependencies, and corrective actions.
- Present project outcomes and recommendations to senior leadership.
Customer Experience Management
- Analyze customer complaints, VOC (Voice of Customer), CSAT, NPS, and escalation trends.
- Identify improvement opportunities across customer journeys and service touchpoints.
- Partner with Operations, Digital, Product, Risk, and Training teams to improve customer experience.
- Drive initiatives aimed at reducing repeat contacts and enhancing first-contact resolution.
Audit, Compliance & Risk Management
- Ensure compliance with regulatory requirements, internal controls, and operational risk standards.
- Support internal audits, external audits, and compliance reviews.
- Monitor critical process controls and ensure closure of audit observations within defined timelines.
- Minimize operational and reputational risks through proactive quality interventions.
Reporting & Analytics
- Develop and publish management dashboards, MIS reports, scorecards, and presentations.
- Analyze quality trends and provide actionable insights to business leaders.
- Track and report key business metrics and project outcomes.
- Leverage data-driven decision-making to improve operational performance.
Stakeholder Management
- Collaborate with Operations, Product, Risk, Training, Technology, Compliance, and Customer Experience teams.
- Act as a quality champion for Credit Cards and drive cross-functional improvement initiatives.
- Influence stakeholders through analytical insights and business recommendations.
Eligibility Criteria
Educational Qualification
- Graduate in any discipline from a recognized university.
- Postgraduate qualification in Management, Banking, Finance, or Operations will be preferred.
Experience
- Minimum 7–10 years of experience in Banking, Credit Cards, Consumer Banking Operations, Quality Assurance, Process Excellence, or Customer Service Operations.
- Minimum 3 years of team handling experience managing Quality Analysts or Quality Leads.
- Proven track record of leading quality improvement and business transformation initiatives.
- Experience in Credit Cards operations and customer service functions will be preferred.
Mandatory Requirements
Lean Six Sigma
✅ Lean Six Sigma Green Belt Certification (Mandatory)
Project Management
✅ Proven experience in managing cross-functional projects from initiation to implementation.
Team Leadership
✅ Experience in leading and managing teams with demonstrated people development capabilities.
Preferred Skills
- Knowledge of Credit Card lifecycle and servicing processes.
- Customer Service and Contact Centre Quality Management experience.
- Process Mapping and Process Re-engineering expertise.
- Advanced analytical and problem-solving skills.
- Strong presentation and communication skills.
- Stakeholder management and influencing capabilities.
- Experience in data visualization and MIS reporting.
- Exposure to automation, digital transformation, and customer journey improvement initiatives.
Key Performance Indicators (KPIs)
Quality Metrics
- Overall Quality Score
- Audit Compliance Score
- Process Adherence Metrics
- Defect/Error Reduction
Customer Metrics
- CSAT Improvement
- NPS Improvement
- Reduction in Customer Complaints
- Escalation Reduction
Operational Metrics
- Productivity Improvement
- Process Efficiency Enhancement
- Reduction in Repeat Contacts
- Service Level Adherence
Project Metrics
- On-Time Project Delivery
- Benefits Realization
- Cost Savings Generated
- Process Improvement Impact
Leadership Metrics
- Team Performance
- Employee Engagement
- Capability Development
- Succession Readiness
Competencies Required
Functional Competencies
- Quality Management
- Lean Six Sigma
- Project Management
- Process Excellence
- Customer Experience Management
- Data Analytics & Reporting
- Operational Risk & Compliance
Behavioral Competencies
- Leadership
- Strategic Thinking
- Stakeholder Management
- Problem Solving
- Decision Making
- Change Management
- Customer Centricity
- Collaboration & Influence
Responsibilities
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