Qureos Mentor

Bank Alfalah Limited

<div>
 
 
 JOB PURPOSE:
 
 
 
 To implement and facilitate delivery of the Customer Experience agenda and drive improvement actions on the key experiential components to support the bank&rsquo;s vision of becoming the &lsquo;best transaction services bank in the market&rsquo;
 
 
 
 
 
 
 KEY ACCOUNTABILITIES:
 
 
 
 
 KNOWLEDGE INITIATIVES:
 
 
 <ul>
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 Manage and implement the knowledge champion initiative across the bank.
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 Monitor the performance of knowledge champions and take corrective measures for improvement.
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 Organize and execute train the trainer sessions in identified areas.
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 Manage and monitor the participation of staff for training sessions.
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 Continuously analyze the impact of trainings conducted across different areas for corrective measures.
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 Create awareness of knowledge champion program across the bank by closely coordinating with branch managers and area managers.
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 Create alternate channels of enhancing product knowledge across branches.
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 Closely work with learning &amp; development team to streamline the knowledge champion program.
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 </ul>
 
 
 
 
 
 VOICE OF CUSTOMER:
 
 
 <ul>
 <li>
 Conduct in-depth customer satisfaction surveys across all BAFL businesses and touch points with a view towards ascertaining pain points/ strengths and competitive advantage.
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 Conduct strategic competitive scans across our Retail and Consumer Finance businesses with a view towards effectively benchmarking BAFL in the market.
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 Gather psychographic data (financial and lifestyle preferences) on our target customer sets to support refinement of existing product propositions and prioritize new initiatives,
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 To collect, analyze and share results complete with action plans and customer feedback highlights to enable and facilitate effective gap rectification.
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 To effectively follow up with stakeholders for implementation of action plans.
 </li>
 </ul>
 
 
 
 
 
 LIVE SERVICE MONITORING:
 
 
 <ul>
 <li>
 To Manage Live Service Monitoring Initiative in a view towards to monitor the branches in real-time and relay feedback instantly.
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 Enhancement of Live Service monitoring to ensure complete or maximum network coverage in collaboration of relevant stakeholders
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 Ensure that performance scores are shared with the branches instantly as and when the relevant branch is reviewed.
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 </ul>
 
 
 
 
 
 BANKING CONDUCT:
 
 
 <ul>
 <li>
 Implementation of Fair Treatment of Customers policy across the bank.
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 Ensure that all regulatory requirement related to FTC are implemented across the bank.
 </li>
 <li>
 Ensure timely and accurate reporting of board approved Conduct Assessment Framework (CAF) self-assessment to State Bank annually
 </li>
 <li>
 Ensure quarterly self-assessment of CAF within the bank to identify danger areas and subsequent reporting.
 </li>
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 Conduct monthly diagnosis for visibility on where bank is standing on conduct assessment framework.
 </li>
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 Work closely with stakeholders of FTC to develop reporting tools for conduct assessment framework.
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 Implement the pre-requisites necessary for conduct assessment framework.
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 Help stakeholders build a strategy towards gaps identified in conduct assessment framework.
 </li>
 </ul>
 
 
 
 
 
 GOVERNANCE AND CONTROLS:
 
 
 <ul>
 <li>
 To facilitate Head of CE with required analysis, trends and results for the Customer Experience Council meetings with a view towards informing/ prioritizing and actioning.
 </li>
 <li>
 To ensure compliance to Regulatory and Bank Policies to achieve satisfactory audit rating at all times.
 </li>
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 To ensure training and grooming of staff with a view towards enhancing skill sets and facilitating career progression.
 </li>
 </ul>
 
 
 
 
 
 STANDARD ACCOUNTABILITIES
 
 
 <ul>
 <li>
 Organize and supervise the activities and work of direct reports to ensure that all work pertaining to Customer Experience is carried out in an efficient and procedurally compliant manner.
 </li>
 <li>
 Follow all relevant divisional/departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
 </li>
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 Contribute to the identification of opportunities for continuous improvement of systems, processes and practices within the function; taking into account &lsquo;market best practice&rsquo;, improvement of business processes, cost reduction and productivity improvement.
 </li>
 <li>
 Perform additional duties in line with the current role, as and when requested by the Head of Customer Experience.
 </li>
 </ul>
 
 
 
 
 
 Minimum Eligibility:
 
 
 <ul>
 <li>
 Bachelors Degree in Business / Analytics
 </li>
 <li>
 7 - 9 years of bank related experience with 5-7 years of relevant experience.
 </li>
 </ul>
 
 
 
 
 
 Job Specific Skills:
 
 
 <ul>
 <li>
 Thorough knowledge of Retail/ Consumer banking products and services.
 </li>
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 Good communication skills
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 Ability to facilitate improvement/ change.
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 <li>
 Ability to facilitate/support on challenging initiatives with a view towards raising the benchmark on service.
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 Ability to position oneself as a facilitator by providing solutions to customer impacting issues.
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 Effectively manage time and multi-task
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 </ul>
 
 
</div>

Unit Head – Customer Insight & Conduct

<div>
 
 Bank Alfalah Limited seeks a dynamic Relationship Manager for our new Emerging Corporates segment, focusing on asset-based lending and onboarding new-to-bank clients in the Karachi Site area.
 
 
 
 
 
 
 JOB PURPOSE:
 
 
 
 Lead client acquisition and portfolio growth for mid-sized corporates (turnover PKR 5B-10B) requiring working capital, trade finance, and asset-backed facilities, etc.
 
 
 Drive revenue through high-quality lending bookings while ensuring SBP compliance and risk mitigation.
 
 
 
 
 
 
 KEY ACCOUNTABILITIES:
 
 
 <ul>
 <li>
 Prospect and onboard new clients, conducting credit assessments for lending facilities.
 </li>
 <li>
 Manage end-to-end relationships, from pitch preparation to facility structuring, disbursements, and monitoring of assets/lending portfolios.
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 <li>
 Cross-sell trade finance, cash management, and FX solutions; achieve set targets for new business.
 </li>
 </ul>
 
 
 
 
 
 ELIGIBILITY CRITERIA:
 
 
 
 Qualifications and Experience:
 
 <ul>
 <li>
 Bachelor's/Master's in Finance, Commerce, or ACCA/equivalent; 5+ years in corporate credit/lending at a Pakistani bank. Proven track record in emerging corporates or corporates and asset finance, with expertise in credit memos and client engagement.
 </li>
 <li>
 Strong analytical skills, SBP PR knowledge, and networks in Karachi industries.
 </li>
 <li>
 Excellent communication for client pitches and internal coordination.
 </li>
 <li>
 Proficiency in financial modelling, risk analysis, and credit monitoring &amp; internal reporting.
 </li>
 </ul>
 
 
 
 
 Location: Karachi SITE Area
 
</div>

Relationship Manager Corporate Banking

Join Bank Alfalah Limited and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Bank Alfalah Limited

About Company

Unit Head – Customer Insight & Conduct

Relationship Manager Corporate Banking