Cluster Head - BSQIG CSB Bank Limited

About CSB Bank Limited

Job Description

Key Responsibilities: As Cluster Head BSQIG, you will be responsible for leading and executing comprehensive reviews of branch operations, both onsite and remotely, within defined timelines. Your core responsibilities will include: Service Quality & Customer Experience: Conduct audits focused on service delivery, customer journey mapping, and NPS readiness. Sales Governance & Compliance: Ensure adherence to sales processes, internal controls, and regulatory requirements. Risk Identification & Reporting: Detect outliers, track red flags, and prepare thematic risk reports. Root Cause Analysis & Issue Resolution: Perform RCA, recommend corrective actions, drive closure of gaps, and escalate critical issues as needed. Performance Reporting: Release timely branch scorecards, customer experience ratings, and exception reports. Capability Building: Support training initiatives, provide guidance, and conduct repeat validations to ensure sustainable improvements. Culture Building: Promote a culture of first-time-right service delivery and compliance discipline across branch banking. Candidate Profile: We are looking for a seasoned professional who brings: Minimum 14 years of relevant experience in retail banking, service quality, and governance. Strong expertise in risk controls, process excellence, and customer-centric service delivery. Proficiency in report writing, RCA, grievance handling, and analytical presentations. Excellent communication, stakeholder management, and time management skills. High levels of ownership, objectivity, and a commitment to continuous improvement. Conversational proficiency in Tamil, Malayalam and English is a must. Positions Open: Madurai, Palakkad, Kunnumkulam, Kozhikode. If this opportunity aligns with your experience and aspirations, please share your resume at ajaypai@csb.co.in.,