Manager - Service Quality
Sindh Bank
Published Date: • Karachi, Pakistan (On-Site)
Description
Sindh Bank Limited is seeking a qualified and motivated professional for the position of Manager – Service Quality in its Service Quality Department. The incumbent will be responsible for monitoring branch service quality, ensuring compliance with SBP regulations and internal policies, and supporting the effective implementation of consumer protection standards. The role involves overseeing customer grievance management, coordinating regulatory assessments, monitoring Call Center performance, supporting digital complaint management initiatives, and preparing service quality reports to strengthen customer experience and ensure effective service quality oversight across the bank.
Sindh Bank Limited is an equal opportunity employer and encourages applications from all eligible and qualified candidates, including persons with disabilities, irrespective of gender or religion.
Responsibilities
- Conduct branch visits and service quality monitoring to ensure compliance with SBP regulations, internal policies.
- Monitor service quality performance, identify gaps and ensure timely implementation of corrective actions by relevant stakeholders.
- Assist the Head Service Quality in managing the Consumer Grievance Handling Mechanism, including complaint resolution monitoring and review of quarterly regulatory returns submitted to SBP.
- Coordinate the annual Conduct Assessment Framework (CAF), facilitate management and Board approvals, ensure regulatory submissions and respond to SBP observations and queries.
- Assist Head Service Quality to ensure Fair Treatment of Consumers (FTC) in Sindh Bank Branches Nationwide
- Assist the Head Service Quality for managing Call center operations, monitoring daily service levels, operational performance and monthly agent shift scheduling.
- Support , monitor deployment and integration of Complaint Management Systems (CMS) with Call Center technologies and other digital transformation initiatives within SQD.
- Monitor service quality standards, branch evaluations, customer feedback and related procedures to ensure continuous improvement and regulatory compliance.
- Monitor service-related operational risks and coordinate with the Operational Risk Management Department for appropriate mitigation and resolution.
- Prepare service quality performance reports for Head Service Quality to Present in Management Level Meetings and ensuring follow-up of agreed actions
Experience :
Minimum 3 years experience in Service Quality for a Commercial Bank / Financial Institution.
Qualification :
Minimum Graduate, preferably M.B.A / M. Com. from HEC recognized university.
Age :
Upto 45 years
Experience
3 Years
Apply By
Required Skills
- Quality Management Systems
- Service Level Agreement Management
- Corrective and Preventive Action
- Continuous Improvement
- Customer experience management
- Quality Assurance Team Leadership
- Quality Assurance and quality control
Nice to Have Skills
- Team Leadership
- Problem Solving
- Communication
- Time management