Operations Team Member_SUPPORT SERVICES_0218_1461_1060496

Key Responsibilities

• Lead the Quality Control function for Operations 360 and ensure robust quality governance across processes.
• Conduct periodic quality reviews, process audits, and transaction testing to assess adherence to internal policies and regulatory requirements.
• Identify operational risks, control gaps, and process deviations and drive timely corrective actions.
• Monitor and analyze quality metrics, error trends, service failures, and root causes.
• Develop and implement quality scorecards, control frameworks, and monitoring mechanisms.
• Drive continuous improvement initiatives to enhance process efficiency, accuracy, and customer experience.
• Collaborate with Operations, Risk, Compliance, Internal Audit, and Business teams on quality-related matters.
• Review and strengthen SOPs, process notes, and operational controls.
• Prepare quality dashboards, MIS reports, management presentations, and governance updates.
• Lead internal and external audits, compliance reviews, and regulatory inspections from a quality perspective.
• Drive automation and digitization initiatives to improve controls and reduce manual errors.
• Manage stakeholder communications and present quality findings to senior management.
• Lead, mentor, and develop team members while fostering a culture of quality and continuous improvement.

Desired Candidate Profile

• Graduate/Postgraduate from a recognized university.
• 8-12 years of experience in Banking Operations, Quality Control, Process Excellence, Operational Risk, Audit, or Regulatory Operations.
• Strong understanding of operational controls, risk management frameworks, and quality assurance methodologies.
• Experience in handling process reviews, audits, RCA preparation, and corrective action tracking.
• Exposure to banking products and operational processes across retail, wholesale, trade finance, capital markets, or centralized operations.
• Strong analytical and problem-solving capabilities.
• Proficiency in MS Excel, PowerPoint, MIS reporting, and data analysis tools.