About Process Excellence, Health & Automation
The department aims to drive high impact projects delivering process transformation and quality improvement across business functions. The team supports and augments the customer experience platform across the bank (Retail, corporate banking, ATM, Phone banking and Digital banking) by carrying out service quality review for all products and processes, driving improvement across all service processes (both from design as well as processing perspective) and handling escalations in all three lines of business (Retail / loans / Credit cards).

About the Role:

.PHA Auditor is an assessor who is responsible for conducting Process Health Assessments (Process Audits)

Key Responsibilities
.Responsible for ensuring effective PHA for the allocated processes
.Review Process documentation and define Audit Parameters and identify design gaps if any
.Conduct sample audits (assessments)



ensuring all departments and steps are in scope of PHA
.Review Internal Audit & Concurrent findings to strengthen audit parameters
.Identify value adding process improvement ideas
.Calibrate with stakeholders on the observations noted in the audits and prepare Monthly Dashboard
.Manage activities of Team members

Role Proficiencies:
.Quick learner to adapt to current processes and conduct audits
.Valuable stakeholder management
.Good communication (both verbal and written) skill in both English
.Good experience and proficiency on Excel and Powerpoint
.Positive people skills and ability to influence outcomes in a cross-functional setting
.Ability to understand, interpret and design customer journeys

📌 Peh&a:service Quality Process Lead Ii Mumbai
🏢 Axis Bank
📍 Mumbai