Role Purpose
Provide strategic and operational leadership for the Quality function within Commercial Loan Boarding , ensuring adherence to quality standards, process controls, regulatory requirements, and client expectations. The role will be responsible for driving quality governance, identifying operational risks, leading root cause analysis, implementing corrective actions, and fostering a culture of continuous improvement across the function.
Key Responsibilities
Quality Governance & Oversight
- Own the end-to-end quality framework for Commercial Loan Boarding operations.
- Establish and monitor quality standards, sampling methodology, quality parameters, and performance benchmarks.
- Ensure consistent adherence to SOPs, process guidelines, client requirements, and internal quality standards.
- Monitor quality trends and identify recurring errors, process gaps, and control weaknesses.
- Drive quality governance through regular reviews, scorecards, calibrations, and quality dashboards.
Quality Assurance & Control
- Lead quality checks and audits across commercial loan boarding activities, including loan setup, documentation, data validation, and system updates.
- Ensure accurate and timely identification of errors, exceptions, and process deviations.
- Review critical/high-risk transactions and ensure appropriate quality controls are in place.
- Monitor adherence to internal policies, regulatory requirements, and client-specific controls.
- Partner with Operations to strengthen preventive and detective controls.
Root Cause Analysis & Corrective Actions
- Lead structured Root Cause Analysis (RCA) for quality defects, recurring errors, and operational exceptions.
- Develop and implement corrective and preventive action plans.
- Track remediation actions through closure and assess their effectiveness.
- Identify systemic issues and recommend process-level improvements to prevent recurrence.
- Drive reduction in critical errors, repeat defects, and operational risk.
Business Partner & Stakeholder Management
- Serve as the primary Quality contact for US Commercial Banking stakeholders and business partners .
- Present quality performance, trends, key observations, and action plans during governance meetings and business reviews.
- Manage quality-related escalations and ensure timely resolution.
- Collaborate with Operations, Training, Compliance, Risk, and other stakeholders to address quality concerns.
- Support client audits, internal audits, and regulatory reviews as required.
Quality Transformation & Continuous Improvement
- Drive initiatives to improve quality, accuracy, productivity, and process efficiency.
- Identify opportunities for automation, digitization, and quality analytics .
- Support implementation of quality monitoring tools, workflow enhancements, and system changes.
- Leverage data and trend analysis to proactively identify potential quality risks.
- Lead process improvement initiatives using structured methodologies such as Lean/Six Sigma, where applicable.
Calibration & Quality Capability Building
- Conduct regular quality calibration sessions with Operations and client stakeholders.
- Ensure consistent interpretation and application of quality parameters across teams.
- Identify knowledge and capability gaps based on quality trends.
- Partner with Training and Operations teams to develop targeted coaching and refresher programs.
- Build quality awareness and accountability across the function.
People Management
- Manage Quality Team Leads, Quality Analysts, and Senior Analysts.
- Lead performance management, coaching, succession planning, and talent development.
- Set clear quality and productivity expectations for the team.
- Foster a culture of accountability, accuracy, risk awareness, and continuous improvement.
- Build a strong quality talent pipeline and develop future quality leaders.
Management Reporting & Analytics
- Present quality performance, defect trends, RCA findings, risk indicators, and improvement initiatives to senior leadership.
- Prepare and maintain quality dashboards, MIS, and executive-level reports.
- Track key metrics such as Quality Score, Critical Error Rate, Defect Rate, First-Time-Right, Audit Findings, RCA Closure, and Repeat Error Rate .
- Provide actionable insights and recommendations based on quality data.
Required Qualifications
- Post Graduate degree in Commerce, Finance, Accounting, Business Administration , or equivalent.
- 8–12+ years of experience in Commercial Banking Operations, Commercial Lending, Loan Servicing, or related BFSI operations.
- Strong experience in Quality Assurance/Quality Control , preferably within Commercial Loan Boarding or Commercial Lending.
- Minimum 4–5 years of experience managing Quality functions/teams .
- Strong understanding of the Commercial Lending lifecycle, Loan Boarding, Loan Servicing, and related documentation/processes .
- Experience in quality governance, audits, RCA, calibration, process controls, and continuous improvement.
- Experience working with US Commercial Banking/US Lending processes would be highly preferred.
- CFA/FRM or relevant quality/process certifications would be an added advantage.
Key Skills
- Commercial Lending & Loan Boarding
- Quality Assurance & Quality Control
- Quality Governance
- Audit & Compliance
- Root Cause Analysis
- Risk & Control Management
- Defect & Error Management
- Quality Calibration
- Process Improvement
- Stakeholder Management
- Data & Quality Analytics
- Change & Transformation Management
- People Leadership