Responsible to monitor service quality standards. Ensure that the needs of customers are being satisfied w.r.t. services delivered and complaint handling. Responsible for overseeing the service quality and ensuring the Bank delivers the highest level of customer service possible at branch level & at call center.

Manage overall Voice of Customer (Focus Groups, Surveys) utilizing existing customer
channels to gather and assess customer feedback and utilize insights from the study to
provide insights and identify areas for improvement.
Build a discipline and organize forums around sharing customer insights and findings
with management and stakeholders.
Implementing Fair Treatment of Consumers (FTC), Conduct Assessment Framework & CGHM, submitting report to Management, BOD and Regulator accordingly.
Conduct root cause and trending analysis to identify reasons for increase in complaints
and propose actionable recommendations while escalating any risks from emerging
trends which impact customers and business.

Identifying, recommending and monitoring Service Quality standards in different
areas/ departments of the Bank’s Operational activities.
Articulating tasks and affix them to a timeline for completion. Assure each task directly
relates to accomplishing a pre-determined objective.
Taking initiatives for continuous improvement and implementation of Service Quality
Standards via telephonic spot checks & surveys.

Managing information and statistics of dispute cases pertains to debit card. Ensuring
that all staff are kept informed of legislation, new working practices and technological
changes.
Maintaining and improving CMU operations by monitoring system performance;
identifying and resolving problems; preparing and completing action plans; managing
system and process improvement and quality assurance programs.
Ensure compliance with bank’s policies and procedures as well as SBP/prudential
regulations for smooth conduct of branchless operations efficiently and consistently.