Key Responsibilities:

1. Assessments & Hygiene

Conduct regular assessments across assigned banking outlets as per guidelines.

Publish detailed assessment reports within the defined TAT.

Evaluate customer service, branch hygiene, FTR, infra related and process adherence.

Ensure quality reports and insights in all assessments.

2. Action Taken Report (ATR) Management

Track ATR submission and closure for all assessment observations

Ensure closure of ATRs related to:

o BLCSCM -Feedback related to branch

o Assessment observations (Liabilities & Asset Centres)

Follow up with branches/touchpoints for pending items and escalate as per matrix.

Support branches in identifying root causes and implementing corrective measures.

3. Stakeholder Engagement & Cadence Management

Conduct structured review meetings with Cluster Heads, Branch Heads, and key stakeholders to review gaps and progress.

Collaborate with operations, process, and service teams to drive SQ initiatives and improvement plans.

4. Performance Monitoring & Improvement:

Improvement in FTNR %

Complaint TAT reduction

Involvement in Projects

Regional Lead -Service Quality