Quality Management Planning, Development & Reporting Manager

About the role

The Quality Management Planning, Development & Reporting Manager will lead cross‑functional initiatives to define, monitor and improve quality standards across the bank’s products, services and operational processes. This senior role ensures that quality benchmarks, key performance indicators (KPIs) and corrective actions are aligned with strategic objectives.

Key responsibilities

• Collaborate with business development, product management and operations to set quality benchmarks and performance goals.
• Provide recommendations to project management on existing and new projects to meet Quality Assurance standards.
• Analyse survey findings from the quality monitoring team and present improvement recommendations.
• Implement corrective and preventative actions, updating policies, processes and procedures as needed.
• Report quality levels across business, control and support functions and evaluate products/services against quality standards and KSIs.
• Review training materials and embed quality culture throughout the organization.
• Oversee SLA preparation between customer touch points and internal stakeholders.
• Develop action plans for ISO certification implementation and monitor progress against KSIs.
• Stay current with market trends and best practices in quality management, sharing insights with the team.

Required profile

• Bachelor’s degree in economics, finance, business or a related field.
• Minimum 10 years of banking experience.
• MBA, professional diploma in quality management, Six Sigma certification or similar professional credentials are a plus.

Required skills

• Fluent spoken and written English.
• Strong analytical and problem‑solving abilities.
• Managerial competence.
• Proficiency with MS Office and MS Project.
• Excellent presentation skills.