Overview
Total Position: One Job Type Permanent Job Location: Karachi Minimum Education: Post Graduate / MBA Degree. Minimum Experience: Minimum 4-6 year experience, preferably in banking industry or research agency. Eligibility: • Ability to interact with diverse cultures and people at all levels as well as adaptability to change.
• Strong analytical and creative skills with an understanding of the various attributes of Service Quality.
• Basic Knowledge of various statistical tools/techniques and software¿s.
• Excellent verbal and communication skills along with team management skills.
• Proficiency in office management tools including PC skills (MS Office). Job Summary: Plan & produce insights on Customer Experience through research and feedback programs and prioritize suggestions to increase the effectiveness and productivity of frontline employees. Prepares / provides all scorecards related to the customer experience framework. Develop & monitor internal departmental processes & controls through regular monitoring in accordance with the Bank¿s policies and procedures. Key Responsibilities: • Undertake various research initiatives in liaison with external agencies. Monitor, verify and report various research findings and make recommendations for improvement of process gaps.
• Administer Voice of Frontline, Voice of Customer, Mystery Shopping, Internal Service Measures and Process Improvement Scorecards / Programs.
• Leverage on reports and score cards to gather insights on customer experience issues, work scope, frontline gaps, environment, process, system, etc. and understand the challenges faced by Frontline staff.
•Work closely with the Service Quality team on the ISM Program for all segments and collect data from stakeholders on a timely basis and present MSP reports, ISM reports and CSS updates on defined frequencies.
•Manage proposals, contracts, and relationships with external agencies to acquire the appropriate information enabling to develop various analyses.
•Provide assistance in developing & monitoring departmental budget & internal controls for completeness, accuracy, and conformance with bank¿s procedures and regulations.
•Manage internal and external regulatory bodies, recommend measures to curtail audit objections, and ensure timely update of processes and policy documents.
•Effective team and people management via coaching and delegation of authority to achieve mutual goals and provide regular feedback to staff on their performance for improvement and professional development.
About UBLPakistan
United Bank Limited was incorporated in Pakistan with the registered office in Karachi, and the principal office situated in Islamabad. UBL has assets of over Rs. 747 billion and a solid track record of over fifty years - in addition, the bank operates 1200 branches all over Pakistan including 7 Islamic banking branches, and 1 branch in Karachi export processing zone and 17 branches outside Pakistan.
