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Senior role, non-metro location and niche service-quality focus reduces candidate competition.
Banking branch service-quality expertise strongly favors BFSI backgrounds over unrelated industries.
Mandatory 8+ years, banking service-quality experience and managerial responsibilities enforce strict shortlisting.
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Manage and oversee service quality across multiple branches ensuring compliance with standards and regulations.
Conduct audits, analyze KPIs, customer feedback, and market trends to drive service improvements and operational efficiency.
Lead, mentor, and provide training to service quality teams while collaborating with branch managers and stakeholders.
Bachelor's degree in Business Administration, Finance, or related field; Master's preferred.
Minimum 8 years of experience in service quality management, preferably in banking or financial services.
Proficiency in service quality management tools and software.
Willingness to travel to various branches for audits, training, and support.
Experienced in managing service quality in multi-branch or regional banking environments with proven improvement results.
Strong analytical skills with data-driven decision-making and ability to interpret KPIs and customer insights.
Capable leader and mentor with effective communication skills to manage diverse teams and collaborate across departments.