Head – Service Quality Unit (Customer Services)

Bank AL Habib is seeking experienced and service-oriented professionals to join our Customer Services team as Head – Service Quality Unit Karachi. The role is responsible for ensuring the highest standards of service quality while driving process improvements across all customer segments of the Bank.

Qualification & Experience:

• Minimum Bachelor’s degree (Master’s preferred).
• Minimum 8 to 10 years of banking experience, preferably in branch banking.

Key Responsibilities:

• Lead the Service Quality Unit Karachi to ensure consistent and superior service delivery across all customer touchpoints
• Design, implement, and monitor service quality standards and benchmarks in line with industry best practices and regulatory requirements
• Conduct service audits and surveys to evaluate service performance
• Identify service gaps and coordinate with relevant departments for root cause analysis and service improvement initiatives
• Analyze customer feedback, complaints, and service metrics to develop improvement strategies
• Prepare and present service quality dashboards and reports for Senior Management review
• Ensure implementation and effectiveness of service monitoring tools
• Manage multiple priorities effectively in a fast-paced environment
• Drive problem-solving and continuous service enhancement initiatives

Required Skills:

• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work effectively in a fast-paced environment

Location:

Karachi (Khayaban-e-Bukhari, DHA)