Team Leader - Retail Operations IC & Process_SUPPORT SERVICES_0227_1288_1069407

Kotak Mahindra Bank; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Kotak Mahindra Bank is seeking a Quality Assurance professional to perform quality checks and ensure SOP adherence across banking operations. The role emphasizes identifying deviations, driving CAPA with operations teams, and conducting root cause analyses to prevent recurrence.

You will track metrics, support audits and regulatory inspections, and contribute to continuous process improvements and automation initiatives, ensuring timely closure of observations.

Qualifications

• 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.

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.

Skills

Quality control

Root cause analysis

Stakeholder management

Analytical skills

Communication skills

MS Excel

MS PowerPoint

Education

Graduate degree

Postgraduate preferred

Tools

MIS reporting

Job description

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.

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.