Head of Service Quality Department

Full Job Description

Eligibility:
Minimum Bachelor’s preferably Master’s from an HEC recognized university.
Certifications in Quality Management Systems / Lean / Six Sigma / Scrum will be preferred.
Qualification in Islamic Finance will be preferred.
Experience:
At least 10 years in a similar senior level role preferably in financial sector or a bank.
Responsibilities:
Lead and manage operations of Service Quality Department and its units – Customer Complaints, Branch Customer Experience, Service Analytics & Customer Insights, Voice of Customers (VoC) and Email Channel and Operational Excellence. Serve as KCP (Key Contact Person) for Banking Ombudsmen Pakistan and State Bank of Pakistan. Serve as FTC Owner / Ethics Officer and present updates as per the responsibilities defined. Present regular service updates to the Management through Service Board. Collate, prepare and submit Conduct Self-Assessment submission for the Board and State Bank of Pakistan. Coordinate with various internal and external stakeholders for customer experience related projects. Provide input in the Customer Perspective quadrant of the Balanced Scorecard while coordinating with Strategy Suppor Develop and improve service delivery measurement mechanisms for internal and external customers. Improve and enhance customer experience assessments and improvements through various analytical and Voice of Customers (VoC) tools and techniques. Analyze business processes to continuously seek improvement opportunities in line with customer experience expectations applying operational excellence tools and techniques. Manage operations of the EQMS (Electronic Queue Management) System end to end, including planning, deployments and monitoring of existing systems. Collaborate closely and regularly with the key stakeholders within the Bank to ensure high standards of service delivery, and measurable customer experience improvements across business segments, products and channels. Establish and improve methods of root cause analysis and track action plans. Review and update Department’s scorecards for objective setting and team assessment. Drive continuous improvement within the Department including review of best practices and case studies. Enhance team capacity to take on additional responsibilities and projects as required or assigned through interdepartmental coordination. Skills Required:
Excellent communication and presentation skills. Leadership and mentorship ability to lead the teams across different cities / regions. Ability to work effectively with cross functional teams and stakeholders. Ability to analyze information and data, to assist in informed decision making / problem solving. Thorough understanding of regulatory requirements and expectations. Foresight in customer experience developments in the industry. Department:
Service Quality Department – Customer Support Group
Location:
Head Office – Karachi
Last Date:
29th April, 2024