Project Manager – Process Adherence & Quality – Business Process

Hiring for: A leading private sector bank in India, offering a wide range of banking and financial services to corporate, retail, and institutional clients.

Role: Project Manager – Process Adherence & Quality – Business Process

Experience: 6 to 9 years

Location(s): Andheri East, Mumbai

Salary: Up to INR 18 LPA

Role Purpose

The Project Manager will be responsible for operational execution of process adherence and quality activities, including SOP tracking, process documentation, CRM case module coordination, PAQ branch review analysis, stakeholder follow-ups, training material preparation, MIS creation and closure monitoring. The role will support the Project Lead in ensuring timely implementation of process changes and adherence initiatives.

Key Responsibilities

A. SOP Tracking and Documentation

• Track SOP initiation, review, approval and closure status.
• Support timely release of SDG circulars and process communications.
• Prepare draft SOPs, process notes, screen flows, training decks and stakeholder inputs.
• Maintain SOP version control, approval status and action trackers.

B. Process Review Support

• Review assigned branch banking / consumer banking processes and document gaps.
• Collate stakeholder feedback from branches, Operations, SDG, Contact Centre, CPU and Product teams.
• Support process enhancement recommendations based on PAQ reviews, CRM observations, audit points and operational issues.

C. CRM / Complaint Management Support

• Review CRM case module flows and coordinate with application / business teams for required changes.
• Track CRM complaint management enhancements, field-level changes, routing changes and closure actions.
• Prepare CRM screen flows, user notes and process support documents.

D. PAQ Review and Gap Analysis

• Review PAQ branch visit reports and compile key observations.
• Identify repeat gaps, training needs and control weaknesses from PAQ reports.
• Prepare action trackers for closure by respective owners.
• Monitor action ageing and escalate delays to Project Lead.

E. Stakeholder Follow-up and Coordination

• Coordinate with SDG Application, GBO, Contact Centre, CPU, CEX, IO, Product, Operations and PAQ teams for assigned activities.
• Follow up on open items, dependencies, approvals and pending clarifications.
• Maintain structured minutes of meetings, action logs and closure evidence.

F. Training and Communication Support

• Prepare training decks, SOP explainers and process communication notes.
• Support PAQ teams in rolling out process training across zones / central teams.
• Collate training feedback and update trackers.

G. MIS and Reporting

• Prepare monthly MIS on SOP closure, PAQ observations, CRM enhancements, training status, audit observations and pending actions.
• Support Project Lead in preparing management dashboards, budget approval notes and BMMC-related updates.
• Ensure data accuracy, evidence availability and tracker hygiene.

Key Deliverables

• SOP tracker and circular release status.
• CRM enhancement tracker.
• PAQ branch review observation tracker.
• Training deck / process communication draft.
• Monthly MIS and open action tracker.
• MOM and stakeholder follow-up log.
• Closure evidence repository.

Key Stakeholders

Internal: Project Lead, PAQ Head, SDG Application, GBO, CPU, Contact Centre, CEX, IO, Product Teams, Operations, Branch Banking, Compliance, Audit, PAQ Zonal Teams and Training Teams.

External: Not ordinarily applicable.

Education and Experience

Parameter

Requirement

Education

Graduate; MBA / PGDM preferred

Essential Experience

8–12 years of banking experience, preferably in branch banking, operations, process management or quality

Preferred Experience

2–3 years in process review, audit support, SOP management, CRM process support or complaint management

Technical / Functional Skills

• Good understanding of branch banking processes and documentation.
• Working knowledge of SOP drafting, review and approval tracking.
• Ability to prepare MIS, trackers, dashboards and presentation material.
• Proficiency in MS Excel and PowerPoint; MS Access / VBA knowledge preferred.
• Exposure to CRM / complaint management workflows will be an added advantage.