Job Title:
Regional Lead -Service Quality
Company: Bandhan Bank
Location: Mumbai, Maharashtra
Created: 2026-01-01
Job Type: Full Time
Job Description:
Key Responsibilities:1. Assessments & Hygiene• Conduct regular assessments across assigned banking outlets as per guidelines.• Publish detailed assessment reports within the defined TAT.• Evaluate customer service, branch hygiene, FTR, infra related and process adherence.• Ensure quality reports and insights in all assessments.2. Action Taken Report (ATR) Management• Track ATR submission and closure for all assessment observations• Ensure closure of ATRs related to:o BLCSCM -Feedback related to brancho Assessment observations (Liabilities & Asset Centres)• Follow up with branches/touchpoints for pending items and escalate as per matrix.• Support branches in identifying root causes and implementing corrective measures.3. Stakeholder Engagement & Cadence Management• Conduct structured review meetings with Cluster Heads, Branch Heads, and key stakeholders to review gaps and progress.• Collaborate with operations, process, and service teams to drive SQ initiatives and improvement plans.4. Performance Monitoring & Improvement:• Improvement in FTNR %• Complaint TAT reduction• Involvement in Projects