Manager Service Quality

Job Description

(total positions: 1, posted on: April 25, 2024)

• Visit Maximum number of branches in respective regions to monitor Branch Quality Indicators.
• Plan and conduct telephonic mystery shopping for branches.
• Prepare and circulate service and product snippets for branches prior to mystery Shopping.
• Monitor if monthly service meetings are regularly being held at branches.
• Responsible for preparation and circulation of the Branch Service Ladder after collecting data of key service indicator scores.
• Conduct services sessions/meeting in the region/Customer Satisfaction service.
• Circulate welcome emails to the newly opened branches in order to guide Branch staff towards service quality related matters.
• Ensure that all activities are carried our strictly in accordance with the laid down procedures/processes, and SBP/Compliance guidelines.
• During branch visits, ensure that the branch premises maintain highest standards of hygiene, cleanliness and comfort.
• Constant service sessions with branches in order for them to maintain high level of service.
• Strict adherence to office discipline and basic wok ethics (Attendance, Leaves, Dress Code, Office decorum) in line with HR Policy.
• To undertake any other duties, as required by the Bank.

Required Skills