Qureos Mentor

HBL Microfinance Bank LTD

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 Job Description
 
 
 
 
 Branch Customer Experience - Uplift
 
 
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 Ensure Branch Physical/Virtual visit to check the overall branch customer experience. Preparing customer experience report of the branch as per the defined criteria well within timeline as per quarterly roster.
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 Highlight the observations &amp; share them with the branches/Area/region team through email for corrective measures.
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 Follow-up till closure with branches/Area/region &amp; relevant Head office stakeholders for issue resolution and maintain trackable record. Closure of issue benchmark is 60% + monthly
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 Responsible for branch-wise analysis on a monthly/quarterly basis concerning visit observations.
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 Drive customer conversion to digital ranking and digital channels &amp; Improve pension and salary branch management with positive/improving trend
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 Reinforce a culture of excellent customer greetings and first impressions floor Management.
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 To assess branch awareness and ownership of complaint handling procedures, Surprise complaints box check on quarterly basis.
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 Customer Experience Quality Assurance
 
 
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 Assist line manager to promote the delivery of excellent and consistent customer services ensuring that processes are followed by the branch teams.
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 Build sustainable relationships and engage Internal and external customers by interacting with the customers during visits Overall responsible for managing customer experience initiatives at the regional level.
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 Develop Customer experience culture in branches/PBs and play a vital role in branch look &amp; feel improvement.
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 Regularly follow up on SCD, CCTV, Complaints and other uncertain issues for timely resolution.
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 Regularly update contact directories and maintain the CX Picture Directory. Conduct daily dress code compliance checks and share updates.
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 Ensure timely rollouts of CER reports and performance trackers. Bridge between branches, HO and CX HO team for smooth operations.
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 Work for Quantitative performance and deliverables.
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 Performance KPI Scorecard:
 
 
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 Ensure to maintain Monthly Staff service KPI score.
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 Conduct monthly meetings with regional teams for performance alignment.
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 Share Weekly/Monthly meaningful&amp; timely performance logs with the HO CX team.
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 MIS &amp; Record Keeping
 
 
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 Ensure to keep proper records of reports/correspondence ensuring safe custody and maintain day to day discipline as per approved policies &amp; procedures of the bank
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 Assist in all monthly, quarterly regional reports.
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 Strong follow-up in compilation of reports &amp; data from branches.
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 Ensure availability of all data &amp; record consolidation &amp; review of customer experience reports received from Ensure the creation of CX portal user IDs in coordination with the HO team. Follow-up with relevant distribution/ area/ branches to ensure timely complaint closure from relevant branch/area.
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 Training &amp; Development:
 
 
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 Conduct training at the regional/Area/Branch level to improve customer experience reports/ results shared by the HO team.
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 Ensure periodic training &amp; evaluate the needs as and when required.
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 Actively participate in all campaigns launched in Bank.
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 Conduct Zoom and physical training session induction training sessions for branch and field staff &amp; share with HO team on timely basis.
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 Job Specifications:
 
 
 
 1-3 years&rsquo; experience on customer experience position in banking sector / service industry.
 
 
 Minimum bachelor&rsquo;s from HEC recognized institute.
 
 
 
 
 
 
 Knowledge / Skills:
 
 
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 Effective presentation &amp; report writing skills.
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 Good Communication skills
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 Data Analysis
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 Experience of planning, prioritizing, organizing own work, and managing multiple deadlines.
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 Willing to travel across the country as required in the course of business requirements
 
</div>

Customer Experience Executive

<div>
 
 
 
 Job Responsibilities:
 
 
 
 
 
 
 
 
 Annual Planning:
 
 
 
 Manages the identification and evaluation of audit risk areas and provides significant input to the development of an enterprise risk-based annual internal audit plan. In collaboration with other unit heads and the head of audit, defines the Enterprise Internal Audit Plan.
 
 
 
 Production:
 
 
 
 Execute the approved internal audit plan and complete all audit engagements for the units within the approved turnaround time.
 
 
 Manages the performance of audit procedures, supervises execution of audit engagement including review of documented supervision of the identification and definition of issues, development of criteria, review and analysis of evidence, and documentation of client processes and procedures.
 
 
 Manages and supervise the audit management and staff in conducting interviews, reviewing documents, developing and administering surveys, composing summary memos, and preparing working papers.
 
 
 Manages and supervise the internal audit management and staff in the identification, development, and documentation of audit issues, recommendations for improvement and design and approval of action plans.
 
 
 Directly manage/complete some internal audit engagement of advisory projects
 
 
 
 Staffing:
 
 
 
 Drive recruitment of internal audit staff as per the approved org chart and necessary to accomplish the production targets. Ensure that auditors are trained in key areas of skills deficiencies and/or professional certifications and to maintain professional certifications.
 
 
 
 Quality:
 
 
 
 Perform audit engagements in accordance with the international standards &amp; the approved audit methodology. Implement the process audit methodology (where applicable) and follow the three-tier audit process. Demonstrate how the audit engagement adds value by contributing to business objectives.
 
 
 
 Communication:
 
 
 
 Ensure that the results of internal audit, advisory &amp; fraud examination engagements are adequately discussed with management at the required level and properly communicated via written reports and oral presentations on a timely basis. Implement the revised audit report structure and the rating criteria.
 
 
 Resolve disagreements on the audit findings to the extent possible. Escalate where disagreements are not resolved to the head of audit.
 
 
 Develops and maintains productive team-oriented client, staff, and management relationships through individual contacts and group meetings.
 
 
 Represents internal auditing when needed/requested on organizational project teams, at management and board meetings, and with external organizations.
 
 
 
 Fraud Examination:
 
 
 
 Assess the adequacy &amp; effectiveness of implemented controls in detecting and/or preventing these malpractices (whether intentional or unintentional) as part of the audit engagements.
 
 
 Ensure that nature, timing and extent of the audit tests are adequate enough to uncover large scale control breaches that have or may result in fraud or other irregularity.
 
 
 Enhance the scope of audit of the business activities where the likelihood of occurrence of malpractices is high as determined by the audit.
 
 
 Participate in fraud investigation engagements if required by the head of audit.
 
 
 
 Audit Enhancement Projects
 
 
 
 Complete the tasks assigned by the head of audit on various audit enhancement projects in a timely basis as communicated from time to time.
 
 
 
 Administration Activities:
 
 
 
 Review the budget for the units assigned and monitor and report budget variances. Produce budget vs actual report on a monthly basis along with justification of major variances.
 
 
 Manage logistics and other tasks related to the audit engagements. Review expense reports and supporting details before presentation for approval. Ensure that related policies are complied with.
 
 
 Participate in various capacity building activities.
 
 
 
 Training &amp; Career Development
 
 
 
 Pursues professional development opportunities, including external and internal training and professional association memberships, and shares information gained with the co-workers.
 
 
 Stay updated with the latest professional pronouncements.
 
 
 
 Others
 
 
 
 Performs related work as assigned by the Head of Audit.
 
 
 
 
 
 
 
 Job Specifications:
 
 
 
 
 
 
 
 10+ years of related internal audit experience with a minimum of 5 years on senior position preferably Financial Institution.
 
 
 Must have knowledge and experience of data analytical skills, risk-based auditing, IFRS-9 and use of AI Tools.
 
 
 Professional Qualified (ACA / ACMA / ACCA)
 
 
 
 
 
 
 
 Skills Required:
 
 
 
 
 Knowledge of Global Internal Audit Standards, IFRS, Local laws and other best practices framework.
 
 
 Team management, Ability to lead,
 
 
 Excellent communication, interpersonal and presentation skills
 
 
 Ability to work under stress and committed deadlines
 
 
 Planning and organizing, work management (prioritizing), change management, ethical leadership
 
</div>

Head Management Audit

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 Recruitment &amp; Onboarding:
 
 
 
 Lead and manage the full recruitment lifecycle for functional, field, and outsourced staff.
 
 
 Conduct candidate sourcing, interviews, assessments, evaluations, and offer management.
 
 
 Prepare compensation advisory notes, approval memos, and appointment letters.
 
 
 Ensure timely availability of joining kits and verification of medical reports in coordination with Area Managers.
 
 
 Maintain 100% accuracy and compliance in recruitment-related documentation.
 
 
 Conduct HR orientation sessions and oversee smooth onboarding of new hires.
 
 
 
 Employer Branding &amp; Talent Pipelining:
 
 
 
 Enhance employer branding through recruitment drives, advertisements, internal job postings, and university partnerships.
 
 
 Build and maintain a robust talent pipeline for critical and hard-to-fill roles.
 
 
 Manage specialized hiring initiatives including People with Disability Hiring Project.
 
 
 Collaborate with universities, professional bodies, and recruitment agencies to strengthen employer presence.
 
 
 
 Outsourced Staff Management:
 
 
 
 Manage outsourced staff recruitment, deployment, and contract renewals in collaboration with external vendors.
 
 
 Ensure compliance with service agreements, labor laws, and organizational policies for outsourced staff.
 
 
 Monitor performance, headcount alignment, and documentation accuracy of outsourced resources.
 
 
 Act as the primary liaison between the organization and outsourcing agencies to resolve operational challenges.
 
 
 
 Compliance &amp; Stakeholder Engagement:
 
 
 
 Monitor adherence to the approved headcount plan across functions and regions.
 
 
 Ensure accuracy and completeness of employee records and onboarding documentation.
 
 
 Partner with cross-functional teams to streamline HR processes and improve employee experience.
 
 
 Prepare HR-related reports, dashboards, and analyses to support strategic decision-making.
 
 
 Assist in the preparation of HR-related documentation for Board meetings and audits.
 
 
 
 Reporting:
 
 
 
 Assist in preparation of all board related documentation &amp; Analysis
 
 
 
 
 
 5&ndash;8 years of relevant experience in talent acquisition, Bachelor&rsquo;s/Master&rsquo;s degree in Human Resources, Business Administration, or a related field.
 
 
 
 
 
 
 
 
 
 Knowledge / Skills:
 
 
 
 Strong knowledge of recruitment processes, onboarding, and vendor management.
 
 
 Excellent stakeholder management, analytical, and communication skills.
 
 
 Proficiency in MS Office Suite and HRIS systems.
 
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Assistant Manager Talent Acquisition

Join HBL Microfinance Bank LTD and explore 3   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.

HBL Microfinance Bank LTD

ABOUT_COMPANY

Customer Experience Executive

Head Management Audit

Assistant Manager Talent Acquisition