Team Leader - Retail Operations IC & Process - Support Services

Key Responsibilities

• Perform quality checks and sample-based reviews of operational transactions across various banking operations processes.
• Monitor adherence to internal SOPs, regulatory guidelines, and risk & compliance frameworks.
• Identify process deviations, control gaps, and operational risks and recommend corrective actions.
• Conduct root cause analysis (RCA) for recurring errors and quality defects.
• Track quality metrics, defect trends, error rates, and prepare periodic MIS reports.
• Engage with process owners and operations teams to drive corrective and preventive actions (CAPA).
• Support implementation of process improvement initiatives and automation opportunities.
• Participate in internal audits, compliance reviews, and regulatory inspections.
• Ensure timely closure of observations highlighted through quality reviews.
• Conduct knowledge-sharing sessions and quality awareness programs for operational teams.
• Monitor service quality standards and contribute towards continuous process enhancement.

Eligibility Criteria

• Graduate in any discipline. Post-Graduation preferred.
• 4–7 years of experience in Banking Operations, Quality Control, Process Excellence, Audit, Risk, or Operational Control functions.
• Strong understanding of operational processes, controls, and regulatory requirements.
• Experience in quality review frameworks, process audits, and RCA methodologies.
• Proficiency in MS Excel, PowerPoint, and MIS reporting.
• Good analytical, stakeholder management, and communication skills.