Job Category: NES Job Group

Job Description:

Job Description

1

Job Title:

Team Leader, Quality Assurance & MI

Department

Retail Banking Operations- Quality Assurance & MI

Direct Supervisor

Manager, Quality Assurance & MI

Pay Band

J
2

Job Purpose

Conduct quality review of various Retail Operation's Units - Credit Ops, Card Ops, CCAM Ops, Neo Ops wealth Ops and Insurance Ops with a view to ensure existing stipulated standards are being adhered in accordance to the SOP, PPG, APPM, OPMs.

Lead the QA Governance function across Retail Operations by driving risk-based quality reviews, control validation, KRI monitoring, governance reporting and corrective action tracking to ensure process adherence, risk mitigation, audit readiness and continuous improvement across all supported business units

Reporting review outcome with the units and Delivery managers for timely review and feedback.

Recommend and ensure implementation of corrective action plans to continuously improve and enhance the standard processes.

Perform and manage MI/Reports of the unit or as directed by the Manager
3

Dimensions

Operating Budget

Number of Staff

Capital Exp. Budget

N/A

Other

4

Key Result Areas

1. Risk-Based QA Governance & Assurance

Lead the execution of a risk-based QA Governance Framework across Retail Operations units, ensuring coverage of operational, compliance, audit, fraud, and reputational risks.

Facilitate risk identification, assessment, and validation activities through QA reviews, thematic assessments, and governance oversight.

Maintain and periodically review risk registers, risk-control mappings, and control effectiveness assessments across supported business units.

2. Control Framework & Quality Validation

Assess the design and operating effectiveness of preventive, detective, and corrective controls to ensure adequate risk mitigation.

Conduct governance-based quality reviews to validate adherence to SOPs, PPGs, APPMs, OPMs, internal policies, and regulatory requirements.

Drive enhancement of control frameworks through identification of control gaps, process weaknesses, and recurring exceptions.

3. KRI Monitoring, Escalation & Reporting

Develop, monitor, and maintain Key Risk Indicators (KRIs) and quality metrics across Retail Operations units.

Monitor KRI thresholds and initiate timely escalation of Amber and Red risk events in accordance with governance protocols.

Prepare governance dashboards, management reports, risk heat maps, and trend analysis for senior management and governance forums.

4. Corrective Action & Continuous Improvement

Recommend and track corrective and preventive action plans arising from QA reviews, audit observations, incidents, complaints, and regulatory findings.





Conduct root cause analysis and thematic reviews to address recurring control failures and process deficiencies.

Ensure sustainable closure of governance actions through periodic validation and effectiveness testing.

5. RCSA & Governance Oversight

Review and challenge Risk & Control Self-Assessments (RCSA) across business units to ensure completeness, accuracy, and alignment with enterprise risk management standards.

Validate risk ratings, residual risk assessments, and control ownership to ensure appropriate governance and accountability.

Support periodic governance reviews and risk refresh exercises across Retail Operations.

6. Audit, Regulatory & Compliance Governance

Act as the central coordination point for audits, regulatory reviews, compliance assessments, and governance inspections.

Ensure readiness and availability of governance documentation, risk registers, control inventories, action trackers, and supporting evidence.

Monitor closure of audit and regulatory findings and validate implementation of sustainable remediation measures.

7. Governance Forums & Stakeholder Management

Facilitate governance forums, calibration sessions, risk review meetings, and management discussions across Operations, Risk, Compliance, and Audit stakeholders.

Promote a strong risk and control culture through transparent communication of governance insights, emerging risks, and quality trends.

Ensure effective collaboration with business units to drive ownership and timely resolution of identified risks and control gaps.

8. MIS, Analytics & Governance Reporting

Oversee the development and publication of governance MIS, KRI packs, risk dashboards, action trackers, and executive reports.

Analyze defect trends, risk themes, control effectiveness, action closure rates, and governance performance indicators to support informed decision-making.

Ensure accuracy, completeness, and timely submission of all governance and management reporting requirements.

5

Operating Setting, Framework and Boundaries, Working Relationships

Retail Operations processing is carried out as per the Process Frame work, in conjunction with the Bank - Operating documents vide SOP, PPF, APPM, OPM etc.,

The scope of work encompasses quality review of Retail units i.e. policies, processes / procedures, MIS, and system covering all Retail Operation's Units.

Regular and frequent interaction with Retail Ops Process owners, their direct reports and the respective delivery managers
6

Problem Solving





To ensure that risks associated with Retail processes and compliance to the stipulated standards, system and procedures are appropriately recognized and reported.

All highlighted risks and issues are to be mitigated / alleviated through appropriate recommendation of suitable controls, which should not add unnecessary layers, costs, turnaround time but yet yield desired results.

To provide adequate solutions to erroneous processes highlighted during the review process.

To review standard operating procedures and system manuals periodically. This will ensure process risks are under control.

To identify key risks in process during reviews and highlight to Senior Management to drive enhancements and mitigate the risks identified
7

Decision Making Authority & Responsibility

Conduct and approve quality audits and evaluations.

Identify quality gaps and recommend corrective actions.

Validate and publish MI reports and dashboards.

Allocate tasks and manage team workload.

Escalate critical quality, compliance, or operational risks.

Recommend process and reporting improvements.

Monitor operational quality and compliance with policies and standards.

Ensure timely, accurate, and insightful management reporting (MI).

Analyze performance trends and provide actionable recommendations.

Coach and develop QA & MI team members.

Drive continuous improvement initiatives and root cause analysis.

Collaborate with stakeholders to improve service quality and operational performance.

Accuracy of quality assessments and MI reports.

Achievement of team KPIs and service standards.

Timely identification and escalation of risks and issues.

Continuous improvement in quality, productivity, and reporting effectiveness.
8

Knowledge, Skills and Experience

Comprehensive knowledge of all host systems & other operating systems in the Bank.

In Depth knowledge in one or more of Retail processes such CCAM Ops (CASA account opening & Servicing), Card Ops (Issuing and Chargeback streams), Credit Ops (secured and unsecured loan onboarding and servicing), Insurance Ops and Neo/Digital banking.

Sound understanding of Enterprise Risk Management principles, Risk & Control Self-Assessment (RCSA), Key Risk Indicators (KRIs), risk registers, control effectiveness assessments, and governance frameworks

At least 5 to 7 years of experience in any Retail Operations process and core operations experience would be preferable.

Being proactive, effective floor management and taking ownership of all given activities.

MIS and systems and related processes understanding.

Good Verbal / written communication & computer skills.

Team Lead is expected to manage floor, rostering & effective back-up for Manager.

Alignment with Bank's core values and embed right culture for seamless delivery.

Job Holder

Date

Line Manager

Date

Approved By

Date

📌 Team Leader.Retail Banking Ops - QC MIS (Bengaluru)
🏢 Mashreq
📍 Bengaluru