Head - Customer Services & Quality Assurance

Position Summary:

Responsible for overseeing the bank's Service & Quality department, which includes bank wide Service Quality Management, Complaint Management, Quality Assurance, Conduct Assessment, Market conduct, FTC, Regulatory Reporting, and development of Policies pertaining to Conduct, Consumer Protection, Service & Quality Assurance function of the bank. Plan, implement and ensure monitoring of the Service Quality Programs for the overall organization and in light of Financial Consumer Protection directives of SBP.

Duties and Responsibilities:

Conduct Assessment Framework, Consumer Protection and Market Conduct Regulatory Requirements

• Ensure understanding of CAF deliverables from internal stakeholders along with ensuring CAF requirements are fulfilled by the unit and stakeholders. Develop and implement consumer protection policies.
• Prepare CAF and submit for approval to BOD/Compliance post approvals from the CEO.
• Ensure Voice of Customer is captured as per SOP and Bank policy to meet the regulatory requirements via independent research.
• Ensure communication with internal and external customers with respect to areas of responsibility as per FTC and CAF. Owner and focal person for banks FTC.
• Ensure product and services developments are reviewed as per the regulatory guidelines with respect to FTC.
• Ensure as FTC focal person, the Market Conduct data is captured and maintained by the bank in light of SBP Requirements. Coordinate with internal stakeholders to ensure internal controls and data capturing methodologies are available to meet the data requirement.
• Ensure efficient submission of requirements pertaining to Market Conduct as regulatory provided timelines and directives.
• Ensure to carry out and submit the thematic reviews carried out by the Regulator/PBA.
• Liaise with the Regulator such as SBP/PBA/PMN or BMP for FTC and Conduct related matters.
• Actively Liaise and participate in the meetings, reviews and cross-industry activities as and when initiated by the regulator.

Service Quality

• Develop and implement board approved customer service and experience policies with respect to SBP requirements such as Conduct Assessment Framework, Fair Treatment to Customers, Consumer Grievance Handling Mechanism.
• Oversee all product and service design/marketing/customer communications with respect regulatory guidelines on Product Disclosure as and when shared by the stakeholders
• Ensure processes, customer services and customer experience are in line with the Fair Treatment to Customer.
• Ensure close monitoring of service quality reports and analysis in order to identify gaps and improve the service levels.
• Ensure embedding Key Service Indicators in all Customer-impacting (automated and human interactive services) Processes.
• Develop internal surveys to gauge and external mystery shopping programs.
• Automation of service quality activities and reports via technology-based solutions such as RPA/BI tools.
• Design service quality programs for upcoming consumer, corporate and digital products and services under DRB.

Complaint Management and Regulatory Requirements

• Monitor the complaints and ensure compliance with SBP guidelines including but not limited to Consumer Grievance Handling Mechanism being followed and SBP regulation are complied.
• Ensure Regulatory and internal TATs are met by the Complaint Management Unit.
• Ensure regulatory updates under Consumer Grievance Handling Mechanism are implemented as and when received from the regulator.
• Enhance the CMU functions beyond monitoring by preparing dashboards for management reporting and view over various aspects such as channels, work codes and volumes.
• Enhance efficiency of the redressal channels via continuous monitoring and recommending process improvement activities where required.
• Ensure smooth liaise with regulatory bodies such as Banking Mohtasib/ State Bank / Wafaqi Mohtasib etc for resolution of escalated / referred complaints.

Quality Assurance

• Design and implement frameworks which provide quantitative results and identify specific areas of improvements bringing about improvements in the Quality of Delivery by the Contact Center, Back End Teams, Branches/ CSCs, and various other upcoming segments such as Consumer, Corporate and Digital products.
• Establish quality benchmarks, KPIs, and metrics to measure service performance.
• Evaluate performance, against benchmarks, requirements of customers and define the metrics required to assess performance against standards decided.
• Ensure compliance with internal policies, industry regulations, and identify potential global standards to implement (e.g., ISO, Six Sigma).
• Design quality assurance programs for upcoming consumer, corporate and digital products and services under DRB.
• Carry out Product review/on periodic basis or as defined.

Audit, Risk and Compliance Review

• Ensure timely closure of observation identified by control functions (Risk, Audit, Compliance and / or SBP).
• Ensure effective controls in order to have nil to min audit observations/gaps.

Training and Development

• Develop digital training modules over various regulatory directives under Service Quality, Complaint Handling and Consumer Protection (FTC) as and when required.
• Ensure to carry out regular training sessions for staff to instill a culture of quality and service excellence.
• Continuously develop and ensure completion of training falling under the SQ domain.
• Coordinate, develop and carry out various product knowledge quizzes, align with the products teams to ensure timely training over new products.

General

• Take initiatives with the aim to bring efficiency and streamline departmental work.
• Propose and define the department's financial budget.
• Assist the HOD/LT in all daily operational activities.
• Proper storage and securing physical and digital data.
• Ensure BCP preparedness with site testing as per Bank BCP requirements.
• Carry out any other task assigned by the line manager.
• Initiate automation in the area or responsibility where applicable.
• Other responsibilities / tasks to be assigned as and when required by Line Manager
• Incumbent shall be responsible for adhering to Easypaisa Digital Bank Behaviors in all aspects of his/her work conduct.

Education:

Minimum BS(CS), BBA, MBA/MS (Preferred) from a reputable institute

Experience:

At least 10+ years of relevant experience

Behavioral Skills & Competencies:

• Communication Skills
• Problem-solving Skills
• Negotiation Skills
• Time Management Skills
• Selling Skills