Job Description
Job Description
Job Title –
Manager - Service Quality and Process Excellence
Place of work
Punjab
Business Unit
– Rural Banking
Function
–Retail Asset
Job 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 Rural Branch Banking or allied Business
Job Title –
Manager - Service Quality and Process Excellence
Place of work
Punjab
Business Unit
– Rural Banking
Function
–Retail Asset
Job 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 Rural Branch Banking or allied Business
💡 Quick Summary
Seeking a career-building opportunity? The Manager|Service Quality Process Excellence position is now open for candidates interested in the Bank Jobs sector. This role in Panjab offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Bank Jobs is a plus.
