Service Quality Manager

About the role

Sindh Bank Limited is hiring a Service Quality Manager for its Service Quality Department in Karachi. The role covers monitoring branch service quality, ensuring compliance with SBP regulations and internal policies, and supporting consumer protection standards. It also includes overseeing customer grievance management, coordinating regulatory assessments, monitoring Call Center performance, supporting digital complaint management initiatives and preparing service quality reports.

Key responsibilities

• Conduct branch visits and service quality monitoring to ensure compliance with SBP regulations and internal policies, and identify gaps so that corrective actions are implemented on time.
• Assist the Head Service Quality in managing the Consumer Grievance Handling Mechanism, including complaint resolution monitoring and reviewing quarterly regulatory returns submitted to SBP.
• Coordinate the annual Conduct Assessment Framework (CAF), manage and secure Board approval, ensure regulatory submissions and respond to SBP observations and queries.
• Support the Head Service Quality in promoting Fair Treatment of Consumers (FTC) across branches nationwide.
• Assist with call center operations, including daily service level monitoring, operational performance and monthly agent shift scheduling.
• Support the deployment and integration of Complaint Management Systems (CMS) with call center technologies and other digital transformation initiatives.
• Monitor service quality standards, branch evaluations, customer feedback and related procedures, and track service-related operational risks with the Operational Risk Management Department.
• Prepare service quality performance reports for the Head Service Quality and present them in management-level meetings, following up on agreed actions.

Required profile

• Minimum 3 years of experience in service quality for a commercial bank or financial institution.
• Minimum graduate degree, preferably M.B.A. or M.Com. from an HEC-recognized university.
• Age up to 45 years.