Job Title	Head Quality – Control Banking
Department	Retail Client Services
Location	Mumbai CO
Reporting To	Head Retail Client Services

A. POSITION PURPOSE 

Head Quality Control – Banking is responsible for leading and managing the strategic and operational performance of the Quality Control (QC) function covering all Banking Transactions, Processes and Banking Complaint Management. Through effective and efficient QC, ensures successful delivery of business strategy, KPIs and objectives while adhering to regulatory compliance and achieving commercial success.  

Primary Purposes:

• To lead and manage the strategic and operational performance of the Quality Control department
• Ensuring successful delivery of Key Performance Indicators (KPIs) and objectives
• To ensure the efficient and effective day to day running of the department
• Ensure very high level of compliance with applicable policies, law and regulations for its domain

[NEW ROLE: To start with – design and implement an effective Quality Control function  Partnering with Operations, Compliance and Internal Audit, to ensure Governance & Processes are adhered to. To be able to check the effectiveness of central processes, covering transactions, requests and complaints. To ensure compliance as per the internal policies, legal and regulatory guidelines that relate to Operations and Client Servicing. Must be able to identify and drive process simplification and effectiveness.]

B. KEY POSITION RESPONSIBILITIES

Sr.	Key Responsibilities
1	Develop and implement the Quality department’s strategy, to ensure it meets the business requirements and customer deliverables, as well as ensuring the departmental performance against goals. The strategy must include overall improvement of quality delivered in our transaction processing and complaint handling.
2	Map, document and constantly review all key controls in the relevant functional processes
3	List out and constantly review standards, procedures and policies (including Legal & Regulatory ones) which will be used as the basis for creating Quality Controls over processes covering both transactions and complaints.
4	Create and constantly review the quality control/assurance tests which will be implemented on a daily or periodic basis.
5	Implement and monitor all Quality Assurance processes and systems to ensure compliance
6	Ensure appropriate investigation of discrepancies, errors, complaints, failures or adverse events requiring documented review and action (if necessary, interrupting processes causing material to be quarantined or placed on hold until matters are resolved).
7	Ensure periodic (Daily / weekly / monthly) reports are generated covering all quality related metrics. Keep an overview of Data Integrity issues and address them when required.
8	Review these reports and provide a view and recommendations. Check if stakeholders need to be apprised of any developing implications. Address exceptions, threshold breaches and data quality/gap remediation.
9	Envisage and request for automation and digitization of controls through process simplification and rationalization with the help of the SXR Team.
10	Identify (including regular reviews of) control gaps in existing processes, understand the root cause of the issue and ensure process changes are implemented
11	Timely escalate key control issues identified to business seniors and work with the business stake holders to drive corrective measures
12	Maintain a strong control over Internal Audit findings. Appropriately assess the control effectiveness to ensure in line with the (IA) assessment.
13	Implement and maintain a Quality Risk Management system to ensure that risks are adequately controlled in accordance with current requirements.
14	Strengthen partnerships across all Lines of Defence – Legal, AML Compliance, Operations Risk and Audit to ensure that outcomes are satisfactory with no major issues being raised.
15	Interface with all stakeholders to discuss and decide on impact due to new & changed regulations/ policies /guidelines/standards including modification of checklists and/or SOPs. Then checking of such impact must be built into QC processes by expansion of data validation or analytics.
16	Coordinate with relevant stakeholders from any need for effectiveness in quality of interactions across all channels.
17	Coordinating with relevant stakeholders from any need standpoint for effectiveness in quality of interactions across all channels
18	Provide support and advice in designing Servicing & Transaction processes and ensure regulatory requirements are embedded in the process flows at all levels of execution from start to finish
19	Provide support to the Institution in ensuring adherence to a strong control culture.
20	Acting as the main point of contact on all Banking Transaction and Complaint handling Quality matters, internally and externally
21	Constantly review QC teams deliverables and to ensure accuracy.
22	Ensure that the QC unit is geared to execute control/assurance tests on an ongoing process and mirrors the rhythm of the operating units being reviewed
23	Ensuring that the Quality department meets or improves on budget, cost, volume and efficiency targets (KPIs) in line with business objectives
24	Identify and develop the Quality team structure. Prepare and justify the Quality department’s resource plan and budget.

C. QUALIFICATIONS AND EXPERIENCE REQUIREMENT

Qualifications
Essential	Graduate
Preferred	Post Graduate or Chartered Accountant
Experience

Essential	Previous Banking Experience of at least 10 years with a minimum of 5 years in roles managing some control function within client services
Preferred	Experience in Complaint Management &/or QC will be an added advantage. XXXX

D. COMPETENCY REQUIREMENTS a. Technical Skills

Skill	Attribute
Service Excellence	Highly customer focussed Understanding the importance of treating Customers right Always handling Customers with a positive attitude  Eye for detail
Project Management	Overall Project Management & Execution, including Initiating & Planning Delivering results Monitoring & Controlling Project Risks Stakeholder Management Project Closure
Business Analysis	Research to understand data points required to produce a certain result or data analysis Requirement gathering to produce structured, functional specifications Working on complex data elements Proven record of working through the full project life cycle Proven experience working in a project environment with different methodologies and approaches Experience of working in a banking change environment Strong analytical skills Strong stakeholder management
Bank Process knowledge	Good understanding of overall banking products & processes including, Liability, Assets, Agri, Financial inclusion, Third Party investments, insurance and credit cards Understanding of regulators & their guidelines (RBI, BCSBI, IRDA, SEBI, TRAI, etc.) Knowledge of Bank’s channels and operations Well versed with digital banking channels, apps & social media Good understanding of Operations, Risk & Control in a Bank
Interpersonal Skills	Strong interpersonal skills with the ability to work collaboratively and with others in a matrix environment Ability to influence people in other functions Ability to create win-win solutions to achieve the desired service goals
EUC Skills	 Excellent ability of using MS PowerPoint, Word & Excel

b. Behavioural Skills

Competencies	Attribute
Professionalism	To conduct your duties with good judgment and in good faith
Respect	To be sensitive and responsible for what we say and do
Excellence	To act in a manner that earns the trust and admiration of others
Entrepreneurial	To be enterprising and take ownership of our actions
Teamwork	Working collaboratively to achieve the common goals and be successful together
Client Oriented/Engaging	Ability to understand Customer Needs & Issues and keep them engaged while delivering the necessary
Strategic Thinking	Has the intentional and rational thought process that focuses on the analysis of critical factors and variables that will influence the long-term success of a business, a team, or an individual
Hand-on approach & can do attitude	Gets directly involved by rolling up the sleeves in both making decisions about the way in which things should be done and also personally executing
Analytical and problem solving ability	Ability to make sense of data, see patterns, trends and things of note and draws meaningful conclusions from them. Defines a problem; determines the cause of the problem; identifies, prioritizes, and selects alternatives for a solution
Commercially astute	Sharp understanding of the inner workings of both the organisation they work for and the industry it operates within and how it is a commercially viable organisation
Result Oriented	Unwavering focus on achieving decision results
Customer Influence	Ability to influence Customers in a smooth, non-abrasive manner
Orientation to Excellence	Strives for Excellence in whatever they do
Attention to Detail	Being meticulous and checking the nitty gritty working accurately even in a demanding environment
Perseverance & Resilience	Persistence in doing something despite difficulty or delay or other pressures/roadblocks in achieving success
Passion for Service	Is passionate about delivering service excellence
Networking	Easily interacts with colleagues & stakeholders and builds relationships and rapport
Time Management	Managing time effectively – allocating the right time to the right activity and knowing the difference between urgent and important
Focus on Quality & Improvement	Consistently reviewing work for quality improvement
Perform in high energy	Fast paced environment with tight deadlines
Operate in quasi matrix environment	Operate in matrix environment and effectively lead & drive change across multiple constituencies, org boundaries, levels of management by leveraging resources
meticulous	Be meticulous in work and diligent in follow-ups to effective closures
Problem solving	Ability to analyse operational & financial & regulatory impact of various alternatives & risk mitigation approaches
Critical thinking	Ability to think clearly and rationally about what to do or what to believe. Includes the ability to engage in reflective and independent thinking and to understand the logical connections between ideas
Constant learning	The process of learning new skills and knowledge on an on-going basis
Adaptable	Successfully adapts to changing demands & conditions and assimilates quickly in the environment

	Internal & External
	All Client Services Units, especially Complaint Management Units & SXR for both Banking/Cards
	Operations

E. FUNCTIONAL INTER-LINKAGES

	Cross Function Units and management of Retail Businesses, IT, Operations Risk, Compliance, Internal Audit and Businesses
	All Businesses (other than Credit Cards)

F. KEY SUCCESS DIFFRENTIATORS

	Implement new ideas for improving overall quality
	Identify process changes to enhance productivity levels
	Achieve business objectives in conjunction with Bank’s value and beliefs and desire to be regulatorily compliant
