Manage over all service affairs of assigned region.

Responsible to Achieve Branch Deposits and Consumer Products Targets assigned by Bank Management.

-Responsible to manage all Client Affairs.
-Facilitate internal coordination and provide support to various departments.
-Provide support to business process improvement and information systems initiatives undertaken by the company.
-Coordinate for effective awareness programs of regular development.
-Plan and implement procedures and systems to maximize operating efficiency.
-Establish and maintain controls.
-Responsible for the achievement of department/productivity goals organize and manage arrange business meetings be a part of Decision making, Information management, Planning and organizing, Problem analysis and problem solving, Delegating tasks and responsibility, Motivating staff, Communication, Coaching, Teamwork, Flexibility Management and Leadership
-Maintain a comprehensive overview of Organization & regular communication with relevant other departments.

-To monitor effective execution of bank policies & procedures in the branch and to monitor efficient, accurate and timely delivery of service and products to the customers and to elevate importance of Service Quality culture among all front and back office staff.

-Managing Branch Service affairs of Multan & Bahwalpur Regions.
- Supervise Customer Satisfaction Survey
- Manage Mystery Shopping Programs
- Prepare Branch Performance results
- Recruitment and day to day reporting of SQ Coordinators and Area SQ Managers.
- Conduct monthly service huddles
- Training's related to soft skills and Customer Services.
-Create Service Indicators and implement them all over Pakistan.
-Conducting and analyzing Mystery Shopping and Customer Satisfaction Surveys internally and externally.
-Study and develop new process flows and procedures in different departments by working towards identifying & eliminating gaps and orchestrating organizational weaknesses into strengths.
-Support product launched by the Bank from time to time and check it Service effectiveness by placing effective Service Indicators.
-Monthly reviewing and sharing reports of Service Related Functions i.e. Account Opening, Cash Counter Services. ATMs, Cheque book Issuance, Premises etc.

-Branch Visits and Mystery Calling
-Preparation of monthly performance and results
-Auditing Customer Services on behalf of SQ
-Preparation of ISM’s and SLA’s
-All ATM and ADC Operations.
-Upgrade and propose Operations policies with country operations
-Implement and check operations policies in Bank
-Training's related to Service Quality and Operations.
-Sketching and Compilation for all MIS’s related to SQ and ISM’s
-Mystery Shopping
-Training's related to SQ and Customer services.
-Customer Complaints

-Monitor the implementation of Service Quality Policies issued by Head Office from time to time.
-Act as a focal point between branches and Service Quality Department at HO.
-Check whether daily checklist and FTM sheet is properly maintained.
-Check PBO & BDO’s desks & draws for any AOF, cheque books, ATM cards, Eforms, etc. and monitor the safe custody of ATM Cards by delegated card custodian.
-Check the Floor Time Management sheet is completed and that the designated team members are performing their duties to the letter.
-Check all AOF are correctly marked with date & time stamp.
-Check all AOF are timely opened, authorized & sent to CAO.
-Check for timely resolution of all discrepancies.
-Check whether physical AOF and documents are dispatched to CAO within the defined TAT and the POD/receiving must be retained and maintained at branch.
-Check whether Notice board is updated and properly maintained.
-Check whether Eform requests for SMS, PB, ATM cards etc., are timely initiated of active accounts taken from T24 report maintained by the branch on a daily basis.
-Monitor whether customer replacement card requests are timely initiated.
-Monitor whether the rejected ATM Card request during the production is timely re-initiated.
-Monitor the timely collection of ATM cards by branches from HO.
-Check whether the register for ATM cards received is updated and properly maintained
-Monitor the call intimation for ATM card collection (as per the predefined format) and timely dispatch of ATM intimation letter.
-Monitor the record maintenance of courier dispatch slip of LOT & ATM intimation along with a copy of the letters.
-Check whether ATM balancing is timely and properly done, which is also followed by the settlement of overage/ shortage of cash, cash settlement in customer’s account and the execution and maintenance of relevant record i.e. Annexure A, B & C.
-Check whether the captured card return and delivery are properly and timely executed and recorded by the branch staff.
-Check whether adequate inventory of customer interface forms/applications and product brochures are available.
-Check whether the branch team maintains overall cleanliness and pleasant atmosphere within and outside the branch.
-Check whether the cooling, standard air fresheners, fire extinguishers, CCTV, Fax, Biometrics, ATM machine, PABX functions, EQ Machine etc. are functional.
-Monitor that the date and time of Fax, ATM, PABX, Biometrics and EQ are sync with the server.
-Monitor whether customer intimation on outward cheque returned is timely made and recorded in the predefined format.
-Check for any feedback forms, complaints & utility bills not addressed in the Hearing caring, complaint box & utility bills drop box
-Monitor the strict adherence to the dress code policy and punctuality of staff.
-Conduct monthly Service Huddle in the branch.
-Coach and guide new team members.
-Provide suggestions to the branch manager and service quality department on improvement in customer services.
-Ensure that all Key Success Factors are adhered as communicated from time to time for own appraisal, and SQC’s performance is monitored as per ABU evaluation plan (Annexure-1), In case of any disobedience, serious violation of Policies/Procedures/Code of conduct, without considering ABU evaluation plan any strict action can be taken immediately.
-Maintenance of daily /weekly/monthly MISs as required by SQD
-Analysis of the monthly branch performance report with an attempt to focus on the highlighted and severely affected areas thus working towards eradicating the issues.

-Manage over all distribution issues,sales,logistics,marketing,warehousing,company support etc.

-Manage over all clients affairs including trading.deposit and withdrawal,limits approval,maintenance statements and certificates

-Develop business and manage clients issues with effective and efficient manner.