Description
Quality Manager – Credit Cards
Function: Credit Cards – Consumer Banking
Location: Mumbai
Department: Credit Card-Marketing HO
Grade: Manager / Senior Manager
Reporting To: Outbound/Sales Head
Key Responsibilities
Quality Governance & Service Excellence
- Lead and manage the Quality Assurance framework for Credit Cards Operations, Customer Service, Collections, and related support functions.
- Establish and monitor quality scorecards, audit frameworks, and performance standards to ensure consistency in customer servicing.
- Drive adherence to internal quality standards, regulatory guidelines, RBI requirements, and bank policies.
- Conduct periodic quality reviews and governance meetings with business stakeholders.
- Ensure robust monitoring mechanisms to identify process deviations and service gaps.

Team Management & Leadership
- Lead, mentor, and develop a team of Quality Analysts and Senior Quality Analysts.
- Define team goals, KRAs, and performance metrics aligned with business objectives.
- Conduct regular coaching sessions, feedback discussions,



and performance reviews.
- Build a culture of quality, accountability, continuous learning, and customer-centricity.
- Drive engagement and capability-building initiatives within the team.

Process Improvement & Lean Six Sigma
- Lead process improvement initiatives utilizing Lean Six Sigma methodologies.
- Perform Root Cause Analysis (RCA) and identify opportunities to reduce defects, improve service quality, and enhance operational efficiency.
- Drive Green Belt-level projects focused on:
- Customer Experience Enhancement
- Reduction in Customer Complaints
- Error Reduction
- Productivity Improvement
- Cost Optimization
- Process Simplification
- Implement sustainable controls to ensure long-term process effectiveness.

Project Management & Transformation
- Lead strategic projects and business transformation initiatives across the Credit Cards ecosystem.
- Develop project charters, business cases, project

📌 Team Member-Process-Credit Card-Marketing HO (Mumbai)
🏢 Kotak Mahindra Bank
📍 Mumbai