If so, MCB Bank has an exciting opportunity for you to join our team as a Unit Head Service Quality in our Branch Banking division. Are you passionate about delivering exceptional customer experiences? Do you have a keen eye for identifying service gaps and implementing strategies to enhance customer satisfaction?
Job Purpose: As the Unit Head Service Quality – Branch Banking, you will play a critical role in formulating, developing, implementing, and monitoring service standards and protocols in MCB Bank. Your aim will be to foster a service-oriented culture within our bank by achieving high customer satisfaction levels and minimizing problem incidents for our branch banking customers.
Principal Account abilities:
- Devise and enforce strategies to improve the overall service experience for customers, aligning with the Bank’s standards. Monitor key service indicators and provide regular monitoring reports.
- Drive action plans for controllable measures not meeting their defect tolerance, focusing on achieving timely service delivery. Implement service management programs to enhance processes at branches and offices.
- Train banking staff on service excellence programs identified through skill gap analysis, working closely with the learning & development department.
- Conduct root cause analysis of customer dissatisfaction and service gaps in processes. Develop specific action plans with target dates for improvement.
- Collaborate with other functions to instill a service culture across the bank, contributing to an enhanced service image.
- Coordinate with external agencies to analyze and implement changes through customer satisfaction surveys and mystery shopping initiatives.
- Identify training needs for staff under your jurisdiction and collaborate with the Learning & Development team to facilitate their skill enhancement.
Knowledge and Experience Required by MCB Bank:
- Bachelor’s or Master’s degree in Commerce or Business Administration.
- Proficient knowledge of Microsoft Office suite.
- At least 5 years of relevant experience in a service quality role within the banking industry.
- Strong interpersonal skills to collaborate effectively with various teams.
- Excellent communication skills to convey strategies and ideas clearly.
- Analytical mindset to identify service gaps and implement data-driven improvements.
Company: MCB Bank Limited
Location: Karachi & Lahore, Pakistan
Job Type: Full-Time
Reports to: Division Head Services Quality
- This role may involve other tasks assigned by the line manager.
You can see other jobs at MCB Bank
If you’re looking for an opportunity to make a meaningful impact on customer satisfaction within the banking sector, we encourage you to apply. To be considered, please email your updated CV to below link. Kindly ensure that you mention the full job title “Unit Head Service Quality – Branch Banking” in the subject line of your email.
Join us in our mission to provide exceptional service and create lasting customer relationships. We look forward to welcoming you to our dynamic team at MCB Bank.
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