Head of Service Quality (Banking)

We are seeking an experienced and results-driven Head of Service Quality to lead our service excellence initiatives across all banking channels. This is a strategic leadership role responsible for developing and implementing customer service standards, driving continuous improvement, and ensuring a consistent, high-quality experience for our clients.

Key Responsibilities:

• Define, implement, and continuously refine the bank’s service quality standards and policies.
• Lead cross-functional initiatives to enhance customer experience across branches, call centers, digital platforms, and back-office operations.
• Monitor service performance metrics, customer satisfaction scores (CSAT/NPS), and other KPIs to identify gaps and areas for improvement.
• Design and deliver service training programs for frontline and support teams.
• Partner with business units and senior leadership to embed a service excellence culture across the organization.
• Manage customer feedback channels and develop mechanisms for timely resolution and trend analysis.
• Ensure compliance with internal policies and external regulatory standards related to customer service.

Qualifications:

• Bachelor’s degree in Business Administration, Finance, or preferably M.B.A / M.Com, from HEC recognized university.
• With 8 years of relevant experience in the banking or financial services sector, with at least 3 years in a leadership or service quality-focused role.
• Proven track record of improving customer service metrics and leading organization-wide service transformation projects.
• Strong analytical, interpersonal, and communication skills.
• Familiarity with industry best practices in customer experience and service quality frameworks (e.g., Six Sigma, COPC, ISO standards).

Location: Karachi

Salary Range: 300,000 – 600,000

Industry: Banking & Financial Services

Work Location: In person