Operations Team Member_SUPPORT SERVICES_0218_1461_1060496
Kotak Mahindra Bank · Thāne
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.