Job Description

Job Requirementsole/Job Title: Manager - Service Quality and Process ExcellenceFunction/Department: Rural BankingJob 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:xc2xb7 Provide assurance of Service Quality and Process Excellence standards for all customer journeys within Rural Banking across all Asset and Liabilities products.xc2xb7 Candidates with experience in Internal Audit/QA/Risk/Credit/Risk profiles Retail Branch Banking, Gold Loans JLG, MEL would be preferable.xc2xb7 Perform checks for branches to verify if the laid process/polices are adherence by all team members.xc2xb7 To acquire knowledge of policies and procedures of the bank and guide team on preventive/corrective measures.xc2xb7 Execute the Service Quality and Process Excellence Training for the branches.xc2xb7 Conduct branch visits in the state/region as per approved plan within assigned man-days.xc2xb7 Verify records and registers maintained at branch for monitoring, supervision, administrative and HR related aspects.xc2xb7 Escalate critical issue to the business team which require immediate attention.xc2xb7 Identification, fact finding, and reporting of misappropriation in any.xc2xb7 Flag off early warning signals in the portfolio or any process gaps.xc2xb7 Conduct compliance checks and report for any deviations.xc2xb7 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.Education Qualification:Graduation: BA / BCom / BSc / BBA / BCA / BE / BTech or any other graduate.Experience: 5 to 8 years of relevant experience in Internal Audit/Credit/Rural Branch Banking or allied Business.

IDFC FIRST Bank