Posted Mar 07, 2024 1242 views
Assist in developing, implementing and monitoring of the Internal Service Measures of the departments. Highlighting the root causes affecting the performance of the internal departments. Work with Managers/ Project Leaders and relevant Teams for identification and completion of service indicators and implementation the same at all levels.
Job Role:
- Monitoring and implementation of FTC within the Organization and submission of yearly results to SBP after board approval.
- Train the staff as per L&D arranged sessions.
- Assist the HOD in Preparation of CAF results submission at SBP and submission of CAF results to SBP on yearly basis as per the Regulator’s timelines
- Follow up with the stakeholders on bi annual basis for updation & compliance of FTC related requirements/ action items.
- To ensure all tasks assigned are completed within the specified timelines.
- The reports to be submitted on daily, weekly or Monthly basis(e.g Service Dashboard, SAR, Root Cause Analysis, HO Calls survey, Product Knowledge survey, Branch Issues, Support portal pending issues etc) are prepared and shared on time with the stakeholders.
- To work with Managers, Project leaders and Functional teams for identification, selection and completion of the service indicators and implementing the same at all levels.
- Developing 04 SLAs in every year as analyst team.
- Ensuring the stability and consistency in the service level by managing and tracking the service performance of service partners as per Service Level Agreements (SLA) and share the evaluation results on monthly basis.
- Comparing service performance and quality of service delivery within the benchmarks.
- Prepare policies and manuals required under the domain of Service Quality
- Obtain Management and Board Approvals on all Policies, Manuals and Frameworks prepared by the SQ Team.
- Follow up on SEC action items/ agenda with stakeholders on a quarterly basis.
- Implementation of 04-05 yearly initiatives.
- Root cause analysis of various issues affecting the qualitative performance of the Departments.
- Ensure effective monitoring of key process drivers and recommend actions to remove the loopholes and designate appropriate measurements to track future problems
- Analyse daily/weekly/monthly performance, make detailed and in depth study and propose a plan to remove the gray areas. Afterward, ensure that the observations are not repeated.
- Meeting with the relevant Teams and thorough study of the processes is the key
- Propose process improvement on the required areas and develop new process, where the documented process in not present
Eligibility Criteria:
- Bachelors/Masters (preferably) in Business Domain.
- Minimum 2 years banking experience or 5years of non banking experience required.
Skills:
- Efficient in MS Office especially in Excel with Good Drafting Skills and Presentational Skills
- Good Analytical Skills and Critical Thinking
- Well disciplined, Enthusiastic and Energetic
- Good Communication Skills
- Should have Team Work Spirit
Job Details
BankIslami Pakistan Limited
BankIslami Pakistan Limited is a dedicated Islamic commercial bank operational in Pakistan since April 7th, 2006. The bank offers a full range of Shariah compliant commercial banking products and services through a network of 100 plus branches all over Pakistan. BankIslami is sponsored by three financially sound and reputable groups which are: The DCD Group, Dubai Bank and Jahangir Siddiqui & Company Limited. The DCD Group is a UK based group which has played a pioneering role in setting up of institutions such as the Islamic Bank of Britain and European Islamic Investment Bank aside from partnering with Dallah Al-Baraka Bank in South Africa. Dubai Bank is one of the upcoming banks in the UAE, owned by Dubai Holdings, the investment arm of Government of Dubai and Emaar Properties, which is the largest real estate company in terms of capitalization in the region. Jahangir Siddiqui & Co. Ltd is the largest and most diversified financial services group in Pakistan with a track record of innovation and success. It has the distinction of sponsoring the first and largest asset management company, ABAMCO Limited and the first Islamic Fund in Pakistan. Recently JS Group has been at the forefront of starting a US$ 70m private equity fund in Pakistan. The Bank was formally listed on the Karachi Stock Exchange on April 17th, 2006. The Shariah Board of BankIslami consists of three renowned and distinguished Shariah scholars namely Justice (Retd) Muhammad Taqi Usmani, Prof Dr Fazlur Rahman and Mufti Irshad Ahmad Aijaz. Mufti Irshad Ahmad is also the Shariah Adviser of the bank who works full-time with the management and guides them in issues pertaining to the Shariah. The business philosophy of BankIslami focuses on providing Shariah compliant products at par with better service and technology standards viz-a-viz conventional banks. In pursuit of this traditions BankIslami is the first commercial bank in Pakistan as well as in the region to deploy Biometric ATMs for its customer
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