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

Team Member-Process-Credit Card-Marketing HO