Head of Service Quality (Banking)

Quality Assurance Safa Fatima posted 5 days ago in Banking, Insurance & DFI's
  • Post Date : April 21, 2025
  • Apply Before : August 28, 2025
  • Salary: Negotiable
  • Applications 12
  • View(s) 69
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Job Detail

  • Job Type Permanent
  • Job Shift Morning
  • Degree Title Bachelor’s
  • Experience Upto 10 Years
  • Gender Not Specified
  • Number of Positions 1
  • City Karachi

Job Description

We are seeking an experienced and results-driven Head of Service Quality to lead our service excellence initiatives across all banking channels. This is a strategic leadership role responsible for developing and implementing customer service standards, driving continuous improvement, and ensuring a consistent, high-quality experience for our clients.

Key Responsibilities:

  • Define, implement, and continuously refine the bank’s service quality standards and policies.
  • Lead cross-functional initiatives to enhance customer experience across branches, call centers, digital platforms, and back-office operations.
  • Monitor service performance metrics, customer satisfaction scores (CSAT/NPS), and other KPIs to identify gaps and areas for improvement.
  • Design and deliver service training programs for frontline and support teams.
  • Partner with business units and senior leadership to embed a service excellence culture across the organization.
  • Manage customer feedback channels and develop mechanisms for timely resolution and trend analysis.
  • Ensure compliance with internal policies and external regulatory standards related to customer service.

Qualifications:

  • Bachelor’s degree in Business Administration, Finance, or a related field.
  • With 10 years of relevant experience in the banking or financial services sector, with at least 7 years in a leadership or service quality-focused role.
  • Proven track record of improving customer service metrics and leading organization-wide service transformation projects.
  • Strong analytical, interpersonal, and communication skills.
  • Familiarity with industry best practices in customer experience and service quality frameworks (e.g., Six Sigma, COPC, ISO standards).

Location: Gulshan-e-Iqbal, Karachi

Salary Range: 300,000 – 600,000

Industry: Banking & Financial Services

 

 
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