Lead – Internal Audit (Offsite / Continuous Controls Monitoring)
HDFC Bank · Posted Oct 14
Commercial banking, retail banking, credit card, loan, and treasury services
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About the role
HDFC Bank's Internal Audit unit provides independent assurance over the Bank's processes, customer protection controls, and regulatory compliance. This role leads the Bank's Mystery Shopping and Service Quality Assurance programme, independently assessing customer experience, sales practices, service standards, process adherence, regulatory compliance, employee conduct, and customer protection controls across physical, digital, telephonic, and assisted channels. The role designs and executes mystery shopping and thematic reviews, drives analytics, reporting and insights, and leads a team of mystery shopping analysts and reviewers.
What you will do
- Develop and manage the Bank's mystery shopping framework and annual review plan.
- Identify high-risk customer journeys, products, channels, and processes for coverage.
- Establish review methodologies, assessment parameters, scoring criteria, and reporting standards.
- Ensure adequate coverage across branches, contact centres, digital channels, and servicing units.
- Lead mystery shopping reviews across customer acquisition, onboarding, servicing, complaint handling, and product fulfilment journeys.
- Assess adherence to approved processes, service standards, regulatory requirements, and customer protection principles.
- Evaluate quality of customer interactions, disclosures, product suitability assessment, and conduct standards.
- Review evidence, findings, scores, and observations generated by team members or external agencies.
- Identify instances of mis-selling, unsuitable product positioning, incomplete disclosures, unfair customer treatment, process deviations, and regulatory non-compliance.
- Assess customer conduct risks and behavioural trends.
- Escalate significant concerns requiring management intervention.
- Support root-cause analysis of recurring service and conduct issues.
- Analyse mystery shopping outcomes, trends, recurring gaps, and risk indicators.
- Prepare dashboards, scorecards, thematic reports, and management summaries.
- Identify enterprise-wide improvement opportunities.
- Present insights and recommendations to audit leadership and stakeholders.
- Lead thematic reviews arising from mystery shopping findings.
- Assess recurring service deficiencies, conduct concerns, customer-impact themes, and process weaknesses.
- Identify systemic issues across products, channels, branches, and geographies.
- Recommend sustainable corrective actions.
- Engage with Business, Operations, Customer Experience, Compliance, Risk Management, Quality Assurance, and Training teams.
- Discuss findings and challenge management responses where required.
- Support tracking of remediation actions arising from reviews.
- Participate in governance discussions relating to customer experience and conduct risk.
- Lead and develop mystery shopping analysts and reviewers.
- Ensure consistency, objectivity, and quality of reviews.
- Drive capability building in customer experience assessment, conduct risk identification, and review methodologies.
- Ensure adherence to Internal Audit standards and quality expectations.
Skills used in this role
What the employer is looking for
- CA / MBA (Finance or Marketing) / CIA / CISA or equivalent professional qualification
- 8–10 years of experience in Internal Audit, Risk Management, Analytics, Compliance, Fraud Risk Management, Financial Controls, or related assurance functions within a bank or financial institution.
- Minimum 3–5 years of experience leading audit engagements, monitoring teams, analytics functions, or risk reviews.
- Strong exposure to data analytics, continuous monitoring, exception management, risk assessment, or audit automation.
- Experience in thematic reviews and stakeholder management preferred.
Preferred qualifications
- Certifications in Customer Experience, Service Quality, Risk Management, Compliance, Audit, or Banking Operations.
Benefits and support
- Compensation and benefits are detailed in the job posting
About HDFC Bank
HDFC Bank Limited is an Indian banking and financial services company headquartered in Mumbai. It is India's largest private sector bank by assets and market capitalization, offering a wide range of financial products including retail banking, wholesale banking, and treasury operations.
- Industry
- Banking
- Company size
- 211535 employees
- Founded
- August 1994
- Location
- Mumbai, Maharashtra, India
- Funding stage
- Public Company
Leadership
Sashidhar Jagdishan
Managing Director and Chief Executive Officer
Srinivasan Vaidyanathan
Chief Financial Officer
Ramesh Lakshminarayanan
Chief Information Officer
Vibhash Naik
Chief Human Resources Officer
Recent coverage
Morningstar
HDFC Bank Limited (HDB) Alert: Securities Class Action Pending, Investors with Losses Encouraged to Contact Hagens Berman2026-10-08
Hindustan Times
Who is Anup Bagchi? 5 things to know about HDFC Bank's incoming CEO2026-10-12
OpenPR
HDFC Bank Limited Reports Financial Results for the Year Ended March 31, 20262026-10-12