Service Quality Manager – Karachi

Graduate/ Postgraduate degree preferably MBA in Marketing or equivalent from an HEC recognized university. Minimum 8-10 years of experience with at least 5 years in Service Quality Department of a Bank.

Main Duties & Responsibilities:

  • As per guidelines issued by SBP, devise / establish quality procedures, standards and specifications for the Assessment Framework.
  • Ensure that process manuals of all Products are updated through document control and updated versions of the documents are with key users.
  • Monitoring performance by gathering relevant data and producing statistical reports; Monthly Reporting to the Management of these measurements. Using relevant quality tools and making sure managers and other staff understand how to improve the business.
  • Making sure the bank is working as effectively as possible to keep up with competitors.
  • Conducting and facilitating Quality workshops and Trainings covering all customer contact points in the bank.
  • Develop a programme of customer satisfaction surveys, and mystery shopping to ensure that the complaints process is successful in the customer recovery process.
  • Conduct quarterly surveys of the consumer banking industry and recommends potential products or services to management by collecting customer information and analyzing customer needs.
  • To work with team members to achieve service excellence through optimal use of resources.
  • To investigate customers’ complaints and follow-up till resolution within standard TAT.
  • Maintain and develop the complaints database generating performance information and producing management reports.
  • Ensure that call centre meets the service quality standard of accurate information provided to the customer.
  • Maintain and compile callers record (prepares product or service reports by collecting and analyzing customer information) and share data base of potential customers with the field.

Site last updated May 21, 2019 @ 7:12 am

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