Strong experience in International Retail Banking processes - Must

About the Prospect

We are hiring for a Fortune 500 BPM and Business Transformation Company that partners with global organisations to deliver technology-driven customer experience and business process solutions.

We are looking for an experienced Manager Training & Quality with a strong background in International Retail Banking processes.

Key Responsibilities

Quality & Performance Management

- Lead the overall Quality function, ensuring adherence to internal and client-defined KPIs.
- Strengthen Quality Management frameworks, governance models and evaluation processes.
- Monitor SLA/SLO metrics and drive quality performance through data-driven insights.

Process Improvement & Analytics

- Drive continuous improvement initiatives using Lean Six Sigma and DMAIC methodologies.
- Analyse key performance metrics, including FCR, CSAT, NPS, Resolution Rate and Transfer Rate.
- Independently lead DMAIC projects and deliver measurable business improvements.

Stakeholder & Client Management

- Manage relationships with internal stakeholders and external clients.




- Lead client governance reviews, escalations and performance discussions.
- Present analytical insights and improvement recommendations to senior management.

People Leadership & Capability Building

- Lead, coach and develop Quality and Compliance teams.
- Drive employee engagement, retention and succession planning.
- Develop training calendars based on Training Needs Analysis (TNA).
- Build a culture of accountability, ownership and continuous improvement.

Required Skills & Experience
- 8+ years of overall experience in the BPM/BPO industry.
- Strong experience in International Retail Banking processes.
- Strong expertise in Transaction Quality and Training Quality (T&TQ;).
- Hands-on experience with Lean Six Sigma / DMAIC projects.
- Excellent analytical, reporting and data interpretation skills.
- Strong proficiency in MS Excel and PowerPoint.
- Proven experience in client management, stakeholder engagement and team leadership.
- Excellent communication and presentation skills.

📌 Manager Training & Quality (Retail Banking) (Hyderabad)
🏢 Transinnate Solutions
📍 Hyderabad