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

• Effective interpersonal and communication skills
• Good analytical and problem solving skills

Please share your resume in MS Word format at jobs@hcspak.com

Note: Only shortlisted candidates will be contacted.