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 prospects 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