Head Service Quality-Karachi

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.