Manager Training & Quality (Retail Banking)

Transinnate Solutions; Hyderabad; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

Transinnate Solutions in Hyderabad is seeking a Manager Training & Quality with a strong background in International Retail Banking processes.

You will lead the Quality function, drive DMAIC projects and oversee training programs to improve client outcomes and internal governance. Excellent communication and stakeholder management are essential for success.

Qualifications

• 8+ years of experience in the BPM/BPO industry with a focus on quality and training.
• Strong background in International Retail Banking processes.
• 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.

Responsibilities

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

Skills

Quality management

Stakeholder leadership

Analytics

Communication

Presentation skills

Team leadership

DMAIC

Lean Six Sigma

Tools

MS Excel

PowerPoint

Job description

Strong experience in International Retail Banking processes - Must

About the Opportunity

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.