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First Women Bank Limited, Karachi                                                                     Qualification:

  • Graduate / Masters

Experience:

  • 8 -10 years of relevant experience.
  • Must possess in-depth knowledge of Consumer, Corporate, Retail Banking, including knowledge of the back-end processes.
  • Objective: Enrich service culture of the bank, by focusing on customer satisfaction and service delivery processes

Jobs Responsibilities:

  • In-depth knowledge of Consumer, Corporate, Retail Banking, including knowledge of the· back-end processes 
  • Monitors all quality plans and initiatives.
  • Acts as a facilitator and manages the development of process owners.
  • Ensures that key processes are documented, measured at regular intervals and executed· according to roadmap. 
  • Develops, implements and manages “Voice of the customer” systems. (Customer· satisfaction evaluation system). 
  • Standardizes and aligns key indicators and goals to maximizing customer satisfaction and· improve customer experience. 
  • Analyzes customer/business unit feedback to develop linkages between from information· received from various sources i.e. employee, customer, market etc. 
  • Develops systems to regularly communicate customer feedback to the relevant function.

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