Posted Jun 19, 2026 824 views
Bank Al Habib Limited is seeking a dedicated and experienced Head of Service Quality to lead its Service Quality Unit in Karachi. The successful candidate will oversee and ensure consistent, superior service delivery across all customer interactions. This leadership role involves designing, implementing, and monitoring service quality standards and benchmarks aligned with best industry practices and regulatory requirements. With a team of 20 professionals reporting directly, the Head of Service Quality will foster a culture of continuous improvement and operational excellence to enhance customer satisfaction and loyalty.
The ideal candidate applies strong problem-solving and analytical abilities to identify service gaps and drive root cause analysis. They will coordinate cross-departmental initiatives to elevate service performance, utilizing service audits, customer feedback, and surveys as critical inputs. Additionally, they will prepare comprehensive service quality reports and dashboards to inform senior management, ensuring that service monitoring tools are effective and well implemented. Managing multiple priorities in a dynamic environment, this role demands exemplary communication and interpersonal skills to influence change and foster collaboration across the organization.
Responsibilities
- Lead the Service Quality Unit in Karachi to guarantee consistent and exceptional service delivery across all customer touchpoints.
- Design, implement, and continuously monitor service quality standards and benchmarks in accordance with industry best practices and regulatory guidelines.
- Conduct regular service audits and customer surveys to evaluate service performance and identify areas for enhancement.
- Identify service gaps by analyzing customer feedback, complaints, and service metrics, then coordinate with relevant departments for root cause analysis.
- Develop and implement effective service improvement strategies to address identified deficiencies and elevate overall service quality.
- Prepare detailed service quality dashboards and reports to present findings and recommendations to Senior Management.
- Ensure the deployment and effectiveness of advanced service monitoring tools and software to support quality assurance processes.
- Manage multiple projects and priorities efficiently while maintaining high standards of quality in a fast-paced environment.
- Drive problem-solving initiatives that focus on continuous service enhancement and operational efficiency.
- Develop and mentor a team of 20 service quality professionals, fostering a collaborative environment focused on achieving shared goals.
- Stay updated on evolving service quality trends and regulatory requirements to inform strategic decisions and practices.
- Promote a customer-centric culture by driving the adoption of Customer Experience Management (CEM) principles and software solutions.
Skills
Bank Al Habib Limited
Bank AL Habib was incorporated as a Public Limited Company in October 1991 and started banking operations in January 1992. DAWOOD HABIB GROUP, the sponsors of Bank AL Habib Limited have a very long track record of banking which dates back to 1920s. They were among the founder members of Habib Bank Limited. Under the privatization policy pursued by the government in 1991, DAWOOD HABIB GROUP were the first to be granted permission to set up a commercial bank. The Bank foresees itself to be amongst the leading Private Sector Banks contributing to the economic growth of the country and governed by prudent policies within a conservative framework that have been the hallmark of the Habib’s banking tradition. Chairman of the Board is Mr. Ali Raza D. Habib, who took over the position in May 2000, after the death of Mr. Hamid D. Habib, the founder Chairman. Mr. Hamid D. Habib, who was the grandson of the founder of Habib Group, and was a Director in Habib Bank Limited since 1954 and its Chairman from 1971 till nationalization. The Chief Executive is Mr. Abbas D. Habib, who took over the position in 1994, after the demise of Mr. Rashid D. Habib, the first Chief Executive of the Bank. Mr. Rashid D. Habib was the Managing Director of Habib Bank Limited from 1953 till its nationalization. The Bank has been rated as "AA+" for long-term rating and "A1 +" for short-term rating by the Pakistan Credit Rating Agency (Private) Limited (PACRA).
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