Manager Service Quality

Telenor Bank and Easypaisa are at the forefront of revolutionizing fintech in Pakistan by delivering innovative, cutting-edge technology solutions. Over the years we have evolved to become the most used digital payments platform.

Backed by the largest fintech in the world, Ant Group (affiliate company of Alibaba Group), and one of the leading multinational, Telenor Group. We aim to promote financial inclusion by empowering all Pakistanis to adapt convenient and secure digital financial solutions

Position Summary:

The incumbent will be responsible to monitor service quality standards. Lead QA team and provide guidance to improve service standards.Ensure that the needs of customers are being satisfied. Responsible for overseeing the service quality and ensuring the Bank delivers the highest level of customer service possible. He/She will have to keep himself abreast with all the regulatory/bank updates required to perform his/her tasks with respect to internal and SBP policies, Circulars & Guidelines for dealing with customer complaints to ensure compliance.

Duties and Responsibilities:

• ensure consistent customer service levels are being maintained.
• share the service quality reports with management within the agreed cutoffs.
• prepare a service quality standards of all service provider departments.
• deploy the TATs and approved workflow in the system.
• with stakeholders and cross functional departments for complaints resolution.
• root cause analysis and recommend improvement in areas where gapes are identified.
• escalate priority issues to the Line Manager.
• monthly reports for Leadership, Group and any requirement as and when received from Regulator.
• TATs by running the efficient operational system by effective planning
• of Audit Requirements pertaining to CS&QA
• compliance to SBP requirements and guidelines pertaining to CS&QA.
• storage and securing of physical and digital data.
• implementation of Regulatory guidelines as per Consumer Protection Frameworks under Conduct Assessment Framework and area of responsibility.
• that appropriate action is taken on TATs to improve services.
• coordination with Branch, Branchless banking stakeholders for timely redressals of customer grievances identified via internal and external surveys.
• responsibilities / tasks to be assigned as and when required by Line Manager
• shall be responsible to adhere by Telenor Microfinance Bank Behaviors (Be Respectful, Keep Promises, Always Explore and Create Together) in all aspects of his/her work conduct.
• plan and manage the tasks and activities of the team to contribute to the Department objectives.
• new initiatives and monitor the same.
• manage courtesy calling, customer complaints and quality assurance.
• identify opportunities for quality improvement.
• collaboration with team determine best practice for the delivery of customer services

• plan and manage resources to secure achievement of team targets within budget.
• contribute to the formulation of the Department's efficiency plan with suggestions for efficiency improvements.
• of business cases and cost benefit analysis to support requests for resources.
• provide provision of professional guidance and supervision to ensure teams adhere to quality standard
• successfully manage implementation of change in team practices and processes
• directly or indirectly, performance standards and take remedial action as required.
• team members with the appropriate support mechanism for referrals and work related problems

Education: Min Bachelor's Degree

Experience: Min 2 Years