Head of Service Quality

Full Time
Posted 3 years ago


  • 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


  • 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.

Job Features

Job CategoryBanking
QualificationMaster's Degree
Experience8 to 10 years in Service Quality Management, with at least 2 years of heading the department
Number of Positions1
Client DetailsCommercial Bank

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