Regional Service Quality Manager-HO & SUPPORT-Service Quality

• Lead and manage a team of service quality professionals, providing guidance and support to ensure effective performance.
• Develop and implement service quality strategies and initiatives, aligning with the bank's overall vision and goals.
• Conduct regular audits and assessments of regional branches to identify areas of improvement and ensure compliance with quality standards.
• Analyze customer feedback and market trends to identify opportunities for service enhancement and innovation.
• Collaborate with cross-functional teams to develop and implement customer-centric solutions, ensuring a seamless customer journey.
• Monitor and evaluate key performance indicators (KPIs) to track the effectiveness of service quality initiatives and make data-driven decisions.
• Stay updated with industry best practices and emerging trends in customer service and quality management.
• Build and maintain strong relationships with regional branch managers and stakeholders to drive collaboration and achieve quality objectives.
• Provide regular reports and updates to senior management, highlighting achievements, challenges, and recommended actions.
• Ensure compliance with regulatory requirements and internal policies related to service quality and customer experience.

• Bachelor's degree in Business Administration, Management, or a related field; Master's degree preferred.
• Minimum 8 years of experience in service quality management, with a proven track record of driving successful initiatives.
• Demonstrated leadership skills and the ability to inspire and motivate a team towards achieving quality goals.
• Strong analytical and problem-solving abilities, with experience in data-driven decision-making.
• Excellent communication and interpersonal skills, with the ability to build effective relationships.
• Proficiency in using quality management tools and techniques, including root cause analysis and process improvement methodologies.
• Knowledge of regulatory requirements and industry standards related to customer service and quality management.
• Ability to work independently and manage multiple projects simultaneously, prioritizing tasks effectively.
• Strong organizational skills and attention to detail, ensuring accurate documentation and reporting.
• A customer-centric mindset, with a passion for delivering exceptional service and continuous improvement.

Kotak Mahindra Bank