Principal Banking Process Re-Engineering Director — Service Exception Routing

The mandate

Non-standard customer service instructions repeatedly pass between branch, contact-centre and specialist-processing teams because intake records do not reliably establish the next required action. Each team can close its own task while the underlying request returns to the originator for information already supplied elsewhere. Beginning on 26 October 2026, this four-month project will produce a service-exception routing design, evidence standards and a pilot transfer pack. It addresses avoidable handoffs and rework, not customer-record remediation, financial planning or the bank's professional decisions about whether an instruction may be executed.

The 27 November 2026 diagnostic milestone traces selected request journeys and identifies the causes of repeated handoffs. On 15 January 2027, the second milestone delivers intake evidence rules, routing decisions and worked exception cases. Final delivery on 26 February 2027 includes a controlled operational pilot and transfer of the maintained design. The baseline must separate legitimate specialist referral from avoidable return work. A lower handoff count alone is not a valid result if it encourages a generalist to retain a request that requires an authorised specialist decision.

The servicing operations head and specialist-processing owner jointly accept each stage. Diagnostic cases must reconcile to the agreed request population and trace every transfer to a recorded reason. Design acceptance uses unseen cases with missing evidence, conflicting instructions and legitimate specialist requirements. Final acceptance requires internal teams to identify the correct next owner, retain necessary information and execute two pilot review cycles without consultant routing assistance. Fees are released 25%, 35% and 40% against accepted diagnostic, design and transfer outputs, independent of later customer satisfaction scores or transaction execution outcomes.

The sponsor supplies request logs, approved operating conditions, anonymised case records and eight available contributors. Four days weekly cover Pune-led analysis and site workshops. System replacement, changing customer authorisation rules and clearing all existing requests are excluded. New instruction families or channels require a written scope decision revising samples, fee and timetable. Operational and control owners retain live execution authority. The accepted design must give front-line teams usable questions and escalation boundaries, rather than an elaborate decision tree that routes every difficult request back to the same overloaded specialist queue.

What you will own

• Trace complete service-request journeys from agreed records, identifying repeated information requests and return loops while preserving legitimate specialist referral as a distinct category of work.
• Construct a rework-cause baseline with validated reason codes and source evidence, checking whether apparent processing delay actually begins with missing intake information or incompatible team acceptance conditions.
• Design front-line evidence questions and next-owner rules around approved instruction requirements, preventing unnecessary referrals without authorising generalists to make decisions reserved for specialist or control owners.
• Build worked routing cases that include incomplete, contradictory and previously supplied information, documenting what can be resolved at intake and what requires a targeted request or professional escalation.
• Validate the design through unseen-case classification by branch, contact-centre and specialist contributors, recording wrong-owner and unnecessary-return errors separately so corrections address the actual handoff failure.
• Run two pilot review cycles with internal managers, assessing information retention and authorised routing rather than declaring success solely because fewer transfers appear in a local team dashboard.
• Transfer the routing design with update ownership, request-family boundaries and residual uncertainties, enabling future operating changes to be incorporated without returning the service to undocumented local shortcuts.

Candidate qualifications

• Demonstrate process-reengineering where you traced a request across several teams and discovered that local task efficiency concealed end-to-end rework. Explain the event evidence, reason-code weaknesses and design decision you changed. Lean Six Sigma Black Belt capability or equivalent advanced practice should be visible in measurement validation and rejected hypotheses, not only a map of the preferred future process.
• Bring 18–22 years in banking or financial-services change with senior programme or VP-level responsibility. You must understand the difference between routing a request and authorising its execution, and know when specialist judgement legitimately limits standardisation. The project needs informed operational design without an assumption that every exception can be eliminated or that reduced referral volume always demonstrates a better service.
• Evidence practical facilitation across front-line and specialist teams whose acceptance standards conflict. Describe an intake rule you tested, an unseen case that defeated the initial design and the correction that followed. Show how you retained necessary control and customer information while making the next action clearer; a redesign that merely pushes more work into one queue is insufficient proof of improvement.
• Reserve four days weekly for four months, with agreed onsite sessions and artifact acceptance. Demonstrate transfer of an operating design that managers could maintain after the project, including scope control when new request families emerged. Clear guidance, careful handling of anonymised customer evidence and the ability to document unresolved professional conditions are essential to principal specialist delivery in this bounded engagement.

Application

Applications for this mandate are received in one way only: through the India Board Terminal's application process. It is automated end to end. Your Executive Passport travels to the mandate holder in its confidential form, your answers to the three questions below are read before anything else in your file, and every stage that follows is recorded on your applications page.

There is no address to write to and no intermediary to call. The mandate holder reads what the Terminal delivers and nothing else, which is what keeps the process the same for every applicant and keeps your name out of it until you release it. Applications close on 14 October 2026. Mandate reference CVU-CON-2026-IND-143.