Quality Management Manager – Banking

About the role

The Quality Management Manager will design, implement and maintain a comprehensive Quality Management Framework for the bank. This role ensures that all operations, services and internal processes meet regulatory requirements, internal policies and international standards while supporting senior leadership in governance and risk mitigation.

Key responsibilities

• Ensure all quality frameworks, processes and standards comply with banking regulations, laws and governance requirements.
• Support senior management in embedding a strong control environment across business units.
• Conduct periodic quality reviews and assessments across departments and branches.
• Evaluate adherence to approved policies, procedures and regulatory requirements.
• Identify, report and follow‑up on control gaps and process weaknesses in a timely manner.
• Lead process review and re‑engineering initiatives in coordination with relevant departments.
• Align process improvements with risk, compliance and operational control frameworks.
• Monitor service quality levels and ensure they meet approved service standards.
• Analyze customer complaints and feedback to identify systemic issues and recommend corrective actions.
• Promote a culture of quality, accountability and continuous improvement throughout the bank.

Required profile

• Bachelor’s degree in Business Administration, Banking or a related field.
• Minimum 8 + years of experience in banking operations, quality, governance or control functions.
• Proven experience in a regulated banking environment under central bank supervision.
• Strong knowledge of banking regulations and governance frameworks.
• High analytical and process‑evaluation capability with senior‑level stakeholder management skills.

Required skills