Neha Dudwadkar

• Leading a Team of Quality Managers and Quality Analysts for Video Banking, Service channel and cross sell team in the Bank.
• Driving Green and Black Belt Projects across all channels
• Timely review of process notes and ensuring SOPs of each channel is updated at all times by staying updated with regulatory changes.
• Whenever a new journey goes live, testing the journey and fixing gaps if any.
• Ensuring LEA notices are in control, monitoring transactions, and ensuring control on fraudulent accounts
• Developing Quality framework for Video Banking channel, handled processes like OCC, Digital Acquisition for all KYC products, Service,etc.
• Review the functioning of Quality Managers across various processes mentioned above, implement corrective actions and ensure high standard of delivery across teams
• Setting Audit targets for the team basis respective process requirement.
• Ensuring Team conducts various meets on timely basis – Calendar discussions, Weekly and Quartile reviews, Bottom Quartile Management, Efficacy tracking along with timely publishing Quality Dashboards.
• Co-ordinating with Training team for various refresher trainings, as and when there is a requirement basis top defects/ observation
• Liaise with Training team to ensure looping back finding from quality audits, creation of relevant training content/ scripts and conducting a dip check on critical areas
• Take ownership for the department’s performance and ensure compliance with the quality objectives of the business.

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