Head of Service Quality

Human Capital Solutions

JOB DESCRIPTION

Overall responsibility for Quality assurance across the business
Create and Implement best practice quality vision, strategy, policies, process and procedures to aid and improve business performance
Strategize and ensure continual Customer Experience improvement and enhancement
Review processes and systems to remove non-value added activities for improved customer experience, integrate Customer Centric policies and systems in internal and external engagement channels; undertake quality assurance, consumer protection & financial education projects and compliance with regulatory instructions in the area of Service Quality
Contribute to overall business strategy and annual budget process
To Ensure regulatory requirements complied for both units
To Ensure regulatory reports submission timely
To drive the Fair Treatment to Customers (FTC) concept in the bank and ensure that stakeholders of the bank are complying via Conduct Assessment Framework (CAF)
To Ensure Service Quality standards and benchmarks are maintained
To take the lead in achieving Consumer Grievance Handling Mechanism (CGHM) benchmarks
To inculcate a comprehensive Service Quality Management Program to all divisions.
To coordinate with multiple stake holders / divisions responsible for rectifications of the issues identified.
To ensure the extraction of Training need and Train PAN Pakistan on Service Quality
Responsible for Problem Resolution Unit & Phone Banking

SKILLS REQUIRED

Please share your resume in MS Word format at jobs@hcspak.comNote: Only shortlisted candidates will be contacted.