Kotak Mahindra Bank—Team Member-Process-Credit Card-Marketing HO

Job description

Description: 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