Head – Service Quality

Job Description

Bank Al Habib Limited is seeking a dedicated and experienced Head of Service Quality to lead its Service Quality Unit in Karachi. The successful candidate will oversee and ensure consistent, superior service delivery across all customer interactions. This leadership role involves designing, implementing, and monitoring service quality standards and benchmarks aligned with best industry practices and regulatory requirements. With a team of 20 professionals reporting directly, the Head of Service Quality will foster a culture of continuous improvement and operational excellence to enhance customer satisfaction and loyalty. The ideal candidate applies strong problem-solving and analytical abilities to identify service gaps and drive root cause analysis. They will coordinate cross-departmental initiatives to elevate service performance, utilizing service audits, customer feedback, and surveys as critical inputs. Additionally, they will prepare comprehensive service quality reports and dashboards to inform senior management, ensuring that service monitoring tools are effective and well implemented. Managing multiple priorities in a dynamic environment, this role demands exemplary communication and interpersonal skills to influence change and foster collaboration across the organization.
Responsibilities
 

• Lead the Service Quality Unit in Karachi to guarantee consistent and exceptional service delivery across all customer touchpoints.
• Design, implement, and continuously monitor service quality standards and benchmarks in accordance with industry best practices and regulatory guidelines.
• Conduct regular service audits and customer surveys to evaluate service performance and identify areas for enhancement.
• Identify service gaps by analyzing customer feedback, complaints, and service metrics, then coordinate with relevant departments for root cause analysis.
• Develop and implement effective service improvement strategies to address identified deficiencies and elevate overall service quality.
• Prepare detailed service quality dashboards and reports to present findings and recommendations to Senior Management.
• Ensure the deployment and effectiveness of advanced service monitoring tools and software to support quality assurance processes.
• Manage multiple projects and priorities efficiently while maintaining high standards of quality in a fast-paced environment.
• Drive problem-solving initiatives that focus on continuous service enhancement and operational efficiency.
• Develop and mentor a team of 20 service quality professionals, fostering a collaborative environment focused on achieving shared goals.
• Stay updated on evolving service quality trends and regulatory requirements to inform strategic decisions and practices.
• Promote a customer-centric culture by driving the adoption of Customer Experience Management (CEM) principles and software solutions.