HABIB METRO BANK is inviting applications for “Manager – Service Standard Monitoring & Analytics , “Manager to CM ” for Operational & Remedial Management Division.
Experience : · Minimum 5 years of banking experience with 3 years in similar role.
Technical Skillset : · Strong understanding level of Service Standards monitoring tools, front and back end functions and SQ related regulatory requirements.MS Office Excel, SQ related statistical /software and tools. Highly analytical and adept at process understanding to facilitate efficiency.
. Ensuring smooth functioning of service deliverables to elevate service quality culture and minimize the service barriers through:
a. Introducing & monitoring new service standards using different tools periodically.
b. Ensuring monitoring of existing service standards of branches and Support Functions using hPLUS / BI Reports / Call Center Portal & CQMS continuously.
. To maintain close coordination with the branches and vendor for new installation and smooth performance of Queue Management System.
. Generation of periodic service quality report for analysis and development of SQ Dashboard accurately for onward submission to the Unit Head within prescribed timelines.
. Ensure effective monitoring of key process drivers and recommend actions to remove the loopholes and designate appropriate measurements to track future problems.
. Analyze the service performance and quality of service delivery with the benchmarks and Root cause analysis of issues affecting the performance of the branch banking and its support functions and submit the corrective measures to Unit Head – SQ.
. Assist in coordination for changes / updates / development of MIS & Reports as per regulatory requirements and/or industry best practices.
. Conduct trainings / workshops/ relating to service quality to ensure all segments are on board the idea of quality
Shortlisted candidates matching the criteria will be contacted.
“We encourage and aim to generate talented pool of applications promoting equality and diversity in order to create an inclusive culture bank wide”.
|HABIB METRO BANK is inviting applications for “Manager – Service Standard Monitoring & Analytics ,|