Job Name: Zonal Head – Internal Audit (Offsite / Continuous Controls Monitoring)
Job Title: Zonal Head – Internal Audit (Offsite / Continuous Controls Monitoring)
Business Unit: Internal Audit

Job Purpose:
To lead the Bank's Mystery Shopping and Service Quality Assurance programme by independently assessing customer experience, sales practices, service standards, process adherence, regulatory compliance, employee conduct, and customer protection controls across physical, digital, telephonic, and assisted channels.

The role is responsible for designing and executing mystery shopping reviews, identifying service and conduct risks, evaluating customer experience outcomes, and providing actionable insights to strengthen customer-centricity, regulatory compliance, and control effectiveness across the Bank.

Job Responsibilities
Actionable
Mystery Shopping Programme Management
• Develop and manage the Bank's mystery shopping framework and annual review plan.
• Identify high-risk customer journeys, products, channels, and processes for coverage.
• Establish review methodologies,



assessment parameters, scoring criteria, and reporting standards.
• Ensure adequate coverage across branches, contact centres, digital channels, and servicing units.

Execution & Quality Assurance
• Lead mystery shopping reviews across customer acquisition, onboarding, servicing, complaint handling, and product fulfilment journeys.
• Assess adherence to approved processes, service standards, regulatory requirements, and customer protection principles.
• Evaluate quality of customer interactions, disclosures, product suitability assessment, and conduct standards.
• Review evidence, findings, scores, and observations generated by team members or external agencies.

Conduct & Compliance Risk Assessment
• Identify instances of mis-selling, unsuitable product positioning, incomplete disclosures, unfair customer treatment, process deviations, and regulatory non-compliance.
• Assess customer conduct ris

📌 Lead – Internal Audit (Mumbai)
🏢 HDFC Bank
📍 Mumbai