1. Prepared & Implemented CAF (Conduct Assessment Framework) and submitted to SBP after approval from BOD’s for the year 2018.
2. Coordination & meetings for implementing FTC (Fair Treatment of Consumer) with different segments (HR, Learning & Development, Compliance, Audit, Business, Admin, Security and IT).
3. Develop SLA’s, ISM’s Monitoring of TAT’s of operational activities i.e. Account opening, Call Center Management, Complaint Unit etc.
4. Develop and revised policies & documents i.e. Financial Consumer Protection Framework, Outsourcing Policy, SQ Manual etc.
5. Provide assistance to the management in order to ensure to improved business processes, performance and achievements.
6. Prepare and conduct training sessions on the following:
7. Fair Treatment of Consumer (Module 1,2,3)
8. Improving Customer Services.
9. Complaint Management
10. Selection of vendors and overseeing outsource activities i.e. MSP & CSS
11. Managing team on day to day task.
12. Conduct Branch visit and develop periodically branch evaluation reports.
Conducting Mystery Shopping’s (Audio) and Performance report.