Operations Team Member_SUPPORT SERVICES_0218_1461_1060496 Key Responsibilities Lead the Quality Control function for Operations 360 and ensure robust quality governance across processes. Conduct periodic quality reviews, process audits, and transaction testing to assess adherence to internal policies and regulatory requirements. Identify operational risks, control gaps, and process deviations and drive timely corrective actions.

Monitor and analyze quality metrics, error trends, service failures, and root causes. Develop and implement quality scorecards, control frameworks, and monitoring mechanisms. Drive continuous improvement initiatives to enhance process efficiency, accuracy, and customer experience.

Collaborate with Operations, Risk, Compliance, Internal Audit, and Business teams on quality-related matters. Review and strengthen SOPs, process notes, and operational controls. Prepare quality dashboards, MIS reports, management presentations, and governance updates.

Lead internal and external audits, compliance reviews, and regulatory inspections from a quality perspective.



Drive automation and digitization initiatives to improve controls and reduce manual errors. Manage stakeholder communications and present quality findings to senior management.

Lead, mentor, and develop team members while fostering a culture of quality and continuous improvement.

Desired Candidate Profile

Graduate/Postgraduate from a recognized university. 8–12 years of experience in Banking Operations, Quality Control, Process Excellence, Operational Risk, Audit, or Regulatory Operations. Robust understanding of operational controls, risk management frameworks, and quality assurance methodologies.

Experience in handling process reviews, audits, RCA preparation, and corrective action tracking. Exposure to banking products and operational processes across retail, wholesale, trade finance, capital markets, or centralized operations. Strong analytical and problem-solving capabilities. Proficiency in MS Excel, PowerPoint, MIS reporting, and data analysis tools.

Experience Level Senior Level

📌 Operations Quality Control Lead (Thane)
🏢 Kotak Mahindra Bank
📍 Thane