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Head of Service Quality Job, Allied bank Limited Job

Head of Service Quality Job, Allied bank Limited Job

Head of Service Quality Job, Allied bank Limited Job
Head of Service Quality Job, Allied bank Limited Job

Allied Bank
Allied Bank, with its existence of ever 70 years, has buitt itself a foundation with strong equity, assets and deposit base, ft offers universal banking services with, a reputation of being a fast growing and professionally managed bank .Allied Bank has a major network of 1000 real-time online branches and 900+ ATMs in Pakistan and offers value-added services through high-tech innovative solutions to meet customer requirement.

In line with our human capital needs, we invite applications for a senior management position in the functional area of Service Qualify.

This job is based in Lahore.

Qualification: MBA or equivalent business degree; preferably with majors in marketing, communications or finance/accounting.

Experience: 8 years of experience in a senior management role, in a medium to large size organization, handling responsibilities related with developing, implementing and maintaining service quality standards.

Age: Preferably not more than 45 years of age, as on December 31, 2015.

Job Role, Required Knowledge and Skills

•    Develop and implement service quality benchmarks to improve customer services;

•    Conduct customer feedback surveys to gather client feedback and suggest improvements in processes and procedures, thereof;

•    Conduct regular service quality audits, spot checks and branch service KPfs;

•    Conduct mystery shopping exercise to collect information on branch service environment;

•    Review service quality processes and suggest steps to improve turnaround time;

•    Drive services delivery improvement initiatives to strengthen ‘customer experience’;    ‘

•    Manage Call Center (phone banking), Complaints Management and Problem Resolution function;
•    Ensure timely closure of customer complaints;

•    Provide periodic MIS reports based on accurate, complete and timely information for management of customers’ feedback and complaints;

•    Strong understanding of State Bank of Pakistan’s guidelines and prudential regulations;

•    Collaborate with department managers/heads to implement initiatives for improvement on service delivery standards;

•    Well-developed leadership, team management and communication skills;

•    Positive thinking, self motivated, and adaptable;

•    Excellent interpersonal, problem solving and decision making skills.

•    Ability to work under pressure, multi-tasking and meeting defined timelines;

Promoting the corporate values, at Allied Bank, integrity, honesty and

non-manipulative nature are given more importance than any

educational qualification or work experience.