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service planner pakistan

NCR Atleos

<div>
 <strong>
  About NCR Atleos
  <br/>
  <br/>
 </strong>
 NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.
 <br/>
 <br/>
 <ul>
  <li>
   Job Description
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Position Summary &amp; Key Areas Of Responsibility
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
  </li>
  <li>
   Position requires the application of knowledge of problem routing, tracking and escalation procedures, as well as knowledge of data entry software applications and related desktop tools
  </li>
  <li>
  </li>
  <li>
   Gathers problem information and records data in desktop tools
  </li>
  <li>
  </li>
  <li>
   Work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service; Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to engineers within the territory
  </li>
  <li>
  </li>
  <li>
   Receive and document service request and customer information; Gather problem information and determine criticality
  </li>
  <li>
  </li>
  <li>
   Proactive planning, prioritizing, and assigning all outstanding work order tasks, ensuring the prompt delivery of service to meet our contractual terms and conditions; Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts
  </li>
  <li>
  </li>
  <li>
   Follow Global Call Taking tools, process and procedures as documented and posted in GP&amp;S
  </li>
  <li>
  </li>
  <li>
   Initiate dispatch request capture information and record data in desktop tools; Document, verify, and make appropriate corrections to the service request and customer profile; Provide parts management/coordination as assigned
  </li>
  <li>
  </li>
  <li>
   Providing a central point of communication for engineers, handling any incoming messages that may require to be transmitted to the engineers within the territory; Working with Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall
  </li>
  <li>
  </li>
  <li>
   Communicate with the Customer Advocates for permanent change to the customer profile
  </li>
  <li>
  </li>
  <li>
   Ensuring the correct and timely closure and completion of all work orders
  </li>
  <li>
  </li>
  <li>
   At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed
  </li>
  <li>
  </li>
  <li>
   Contribute as a team member; Participate in team meetings and activities
  </li>
  <li>
  </li>
  <li>
   Participate in objective setting, performance management, and reward and recognition programs; Participate in special projects to continuously improve processes, tools, systems and organization
  </li>
  <li>
  </li>
  <li>
   Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business
  </li>
  <li>
  </li>
  <li>
   Work environment involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; Success of this position will be measured on speed of response, clarity and accuracy of captured information; Position is accountable for continuously receiving and handling high volumes of customer calls
  </li>
  <li>
  </li>
  <li>
   Ability to work in a team environment and interacts with both internal and external customers
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Basic Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   High School Diploma
  </li>
  <li>
   0-1 years of experience
  </li>
  <li>
   PC/Keyboard proficiency; Understanding of Windows-based applications/tools
  </li>
  <li>
   MS office Skills - Excel, Word etc
  </li>
  <li>
   Excellent language/communication skills, verbal as well as listening skills
  </li>
  <li>
   Understanding of basic customer location/geography area knowledge
   <br/>
   <br/>
  </li>
 </ul>
 Offers of employment are conditional upon passage of screening criteria applicable to the job.
 <br/>
 <br/>
 <strong>
  EEO Statement
  <br/>
  <br/>
 </strong>
 NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.
 <br/>
 <br/>
 <strong>
  Statement to Third Party Agencies
  <br/>
  <br/>
 </strong>
 To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.
 <br/>
 <br/>
</div>


Service Planner - Pakistan

<div><div>About NCR Atleos</div><div>
NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe.</div><div></div><ul><li><div><div>
Job Description</div></div><div><div><div><div><div><div><div><div><div><div>
POSITION SUMMARY &amp; KEY AREAS OF RESPONSIBILITY:</div><ul><li><ul><li>Position requires the application of knowledge of problem routing, tracking and escalation procedures, as well as knowledge of data entry software applications and related desktop tools</li></ul></li><li><ul><li>Gathers problem information and records data in desktop tools</li></ul></li><li><ul><li>Work directly with customers in local language, answering calls, determining customer entitlement, and documenting requests for service; Maintaining effective and timely communication with engineers, obtaining regular progress updates for outstanding work orders, and handling all messages that are required to be transmitted to engineers within the territory</li></ul></li><li><ul><li>Receive and document service request and customer information; Gather problem information and determine criticality</li></ul></li><li><ul><li>Proactive planning, prioritizing, and assigning all outstanding work order tasks, ensuring the prompt delivery of service to meet our contractual terms and conditions; Monitoring and controlling all outstanding work orders within specific geographical areas as assigned including resources and parts</li></ul></li><li><ul><li>Follow Global Call Taking tools, process and procedures as documented and posted in GP&amp;S</li></ul></li><li><ul><li>Initiate dispatch request capture information and record data in desktop tools; Document, verify, and make appropriate corrections to the service request and customer profile; Provide parts management/coordination as assigned</li></ul></li><li><ul><li>Providing a central point of communication for engineers, handling any incoming messages that may require to be transmitted to the engineers within the territory; Working with Service Coordinators when the movement of engineers across territory boundaries is necessary to fill any skill or resource shortfall</li></ul></li><li><ul><li>Communicate with the Customer Advocates for permanent change to the customer profile</li></ul></li><li><ul><li>Ensuring the correct and timely closure and completion of all work orders</li></ul></li><li><ul><li>At call closure, verifying entitlement of the correct serial number for the device being repaired, and ensuring correct bill type is included in each call to ensure that all cash and charge revenues are billed</li></ul></li><li><ul><li>Contribute as a team member; Participate in team meetings and activities</li></ul></li><li><ul><li>Participate in objective setting, performance management, and reward and recognition programs; Participate in special projects to continuously improve processes, tools, systems and organization</li></ul></li><li><ul><li>Be aware of Corporate Equal Opportunity/Affirmative Action programs and guidelines and is responsible for providing equal opportunity to all associates in all phases of the business</li></ul></li><li><ul><li>Work environment involves rotation in work hours, weekend or holiday hours, and/or may require extended hours, as needed, to accommodate customer needs; Success of this position will be measured on speed of response, clarity and accuracy of captured information; Position is accountable for continuously receiving and handling high volumes of customer calls</li></ul></li><li><ul><li>Ability to work in a team environment and interacts with both internal and external customers</li></ul></li></ul><div></div><div>
BASIC QUALIFICATIONS:</div><ul><li><div>
High School Diploma</div></li><li><div>
0-1 years of experience</div></li><li><div>
PC/Keyboard proficiency; Understanding of Windows-based applications/tools</div></li><li><div>
MS office Skills - Excel, Word etc</div></li><li><div>
Excellent language/communication skills, verbal as well as listening skills</div></li><li><div>
Understanding of basic customer location/geography area knowledge</div></li></ul><div></div><div>
#Li-GB2 #Li-Hybrid</div></div></div></div></div></div></div></div></div></div></li></ul><div>
Offers of employment are conditional upon passage of screening criteria applicable to the job.</div><div></div><div>
EEO Statement<br>
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.</div><div><br>
Statement to Third Party Agencies</div><div>
To ALL recruitment agencies: NCR Atleos only accepts resumes from agencies on the NCR Atleos preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR Atleos employees, or any NCR Atleos facility. NCR Atleos is not responsible for any fees or charges associated with unsolicited resumes.</div></div><div></div>

Adalat Group Pakistan

<div>
 <p>
  Job Title: Orthodontic Treatment Planner (Digital). / Aligner Designer
 </p>
 <p>
  <br/>
 </p>
 <p>
  Job Summary:
 </p>
 <p>
  We are seeking a highly skilled and compassionate
  <span>
   Orthodontic Treatment Planner
  </span>
  to join our upcoming Dutch Dental Clinic in Pakistan. The successful candidate will be responsible for diagnosing, preventing, and treating dental and facial irregularities in patients. This includes the design and application of braces, aligners, retainers, and other dental appliances. The ideal candidate will have extensive knowledge in orthodontic procedures, excellent patient communication skills, and a dedication to providing high-quality care.
 </p>
 <p>
  Key Responsibilities:
 </p>
 <ul>
  <li>
   Diagnose malocclusions and other dental and facial abnormalities.
  </li>
  <li>
   Design and implement orthodontic treatment plans.
  </li>
  <li>
   Install and adjust braces, aligners, retainers, and other orthodontic appliances.
  </li>
  <li>
   Monitor patient progress and adjust treatment plans as necessary.
  </li>
  <li>
   Provide patient education on the care and maintenance of orthodontic devices.
  </li>
  <li>
   Collaborate with other dental professionals to ensure comprehensive care.
  </li>
  <li>
   Maintain accurate patient records, including treatment progress, dental history, and X-ray results.
  </li>
  <li>
   Stay up-to-date with advancements in orthodontic technology and techniques.
  </li>
  <li>
   Ensure the clinic adheres to all health and safety standards.
  </li>
  <li>
   Provide excellent patient service, addressing concerns and answering questions as needed.
  </li>
  <li>
   <strong>
    Perform Digital Diagnosis, Aligners Planning, and Treatment Plans.
   </strong>
  </li>
  <li>
   Conduct Clinical Planning for customers from Dubai and Europe.
  </li>
  <li>
   <strong>
    Initially handle Digital Work until clinical operations commence in Pakistan.
   </strong>
  </li>
 </ul>
 <p>
  Qualifications:
 </p>
 <ul>
  <li>
   BDS degree followed by an MDS or FCPS in Orthodontics, along with PMDC registration
  </li>
  <li>
   Completion of a formal orthodontic certification.
  </li>
  <li>
   Proven experience in orthodontic treatment procedures and techniques.
  </li>
  <li>
   Strong interpersonal and communication skills.
  </li>
  <li>
   Ability to work effectively with a team and manage patient needs.
  </li>
  <li>
   Excellent manual dexterity and attention to detail.
  </li>
  <li>
   Valid Pakistan Medical and Dental Council (PMDC) license.
  </li>
 </ul>
 <p>
  Preferred Skills:
 </p>
 <ul>
  <li>
   Experience with advanced orthodontic technologies, including digital imaging and 3D scanning.
  </li>
  <li>
   Familiarity with Invisalign and other clear aligner systems.
  </li>
  <li>
   Bilingual skills are a plus.
  </li>
 </ul>
 <p>
  Work Environment:
 </p>
 <ul>
  <li>
   Full-time position.
  </li>
  <li>
   Modern, well-equipped dental practice.
  </li>
  <li>
   Positive and supportive team environment.
  </li>
  <li>
   Initial work focus on digital orthodontic planning before transitioning to full clinical operations in Karachi Pakistan.
  </li>
 </ul>
 <p>
  <br/>
 </p>
</div>


Orthodontist treatment Planner / Aligner Designer

HRSG

<p>HRSG - Innovative Business Solutions is currently <b>looking for</b> a competent logistic/supply chain graduate having enough exposure managing 3000+ Orders supported through the transportation planner whilst ensuring controls &amp; negotiating costs with transportation partners.</p><p>Position: Transporation &amp; Import Planner</p><p>Location: Karachi-Sindh</p><p>Job type: 12-15 months HRSG contract</p><p>Sector: pharma/FMCG</p><p><b>Description:</b></p><p>- Design Transportation Model that fulfil the compliance requirement as defined through the local regulatory bodies in Pakistan.</p><p>- Developing standards of service measures &amp; Internal controls for deliveries to &amp; from internal Reckitt &amp; 400+ Customer delivery points.</p><p>- Continuously look for cost-savings in logistics to deliver bottom line growths.</p><p>- Procure 3PL Logistics / Transportation Service Provider, agree KPIs and monitor on monthly basis.</p><p>- Ensure implementation of, and adherence to, SOP&rsquo;s relating to logistics, maintenance, unloading, picking, dispatch, invoicing and customers acknowledgement (POD).</p><p><b>Requirement:</b></p><p>- Graduate in relevant discipline from recognized university.</p><p>- 1-2 years&rsquo; experience of Logistics Management in an FMCG environment preferable.</p><p>Job Types: Full-time, Contract<br/>Contract length: 15 months</p><p>Pay: Rs145,000.00 per month</p><p>Education:</p><ul><li>Bachelor's (Required)</li></ul><p>Experience:</p><ul><li>relevant working: 2 years (Required)</li></ul><p>Work Location: In person</p>

Transporation & Import Planner

<div><p>We manufacture and supply reliable, high-quality medicines and vaccines to meet patients&rsquo; needs and drive our performance.
<br>
Our network of 37 medicines and vaccines manufacturing sites delivered 1.7 billion packs of medicines and 409 million vaccine doses in 2024 to help make a positive impact on the health of millions of people. Our supply chain is not just core to our operations; it&rsquo;s vital to bringing our innovations to patients as quickly, efficiently and effectively as possible. Technology is transforming how we manufacture medicines and vaccines, enabling us to increase the speed, quality and scale of product supply.
<br>
We need the very best minds and capability to help us on our journey to make more complex products, harnessing the power of smart manufacturing technologies including robotics, digital solutions and artificial intelligence to deliver for patients.
<br>
<br>
We are looking for a Senior Demand Planner to join our team in Pakistan. In this role, you will lead the demand planning process, ensuring accurate forecasts and alignment across teams to support business goals. You will collaborate with cross-functional teams, including commercial, supply chain, and finance, to drive improvements in forecast accuracy, customer service, and inventory management. This is an opportunity to make a meaningful impact while growing your career in a dynamic and inclusive environment.
<br>
<br>
Responsibilities
<br>
This role will provide you the opportunity to lead key activities to progress YOUR career. These responsibilities include some of the following:
</p><ul><li><p>In collaboration with the Demand Forecasting Manager(s) ,assign the appropriate forecast models to support forecasting of the existing SKU portfolio as well as the launch of new products or line extensions
</p></li><li><p>Ensures that the statistical baseline sales forecasts are completed in line with the agreed planning calendar and that the optimum forecasting models are applied to each SKU
</p></li><li><p>Review master data with demand planner and ensure appropriate forecastability is maintained for each SKU/ market
</p></li><li><p>Drive baseline KPI performance &amp; alert reports to take appropriate actions with demand planner for the improvement of overall statistical forecast
</p></li><li><p>Collaborate with market demand forecasting manager to discuss the statistical forecast via monthly exception review meetings and incorporate DFM feedback into the baseline forecast
</p></li><li><p>Coach and develop demand planners in collaboration with demand forecasting manager.
</p></li><li><p>Drive problem solving and escalate system/technical issues for timely execution of Stats FC activities.
</p></li><li><p>Provide input to analytics team for improvement/designing of analytical tools related to baseline forecast.
</p></li><li><p>Support analytics teams in uploading the commercial forecast.<br>
</p></li></ul><p><br>
Basic Qualifications
<br>
We are seeking professionals with the following required skills and qualifications to help us achieve our goals:
</p><ul><li><p>Bachelor&rsquo;s degree in supply chain, business, industrial engineering or a related field.
</p></li><li><p>At least 3 years of experience in demand planning, supply chain, or a related area.
</p></li><li><p>Strong analytical skills with the ability to interpret data and trends.
</p></li><li><p>Experience working with demand planning systems (e.g., SAP- APO, OMP, or similar).
</p></li><li><p>Excellent communication and collaboration skills to work across teams.
</p></li><li><p>Proven ability to manage multiple priorities and meet deadlines.<br>
</p></li></ul><p><br>
Preferred Qualifications
<br>
If you have the following characteristics, it would be a plus:
</p><ul><li><p>Master&rsquo;s degree in supply chain, business, or a related field.
</p></li><li><p>Experience in the pharmaceutical or healthcare industry.
</p></li><li><p>Knowledge of sales and commercial processes.
</p></li><li><p>Advanced skills in Excel, Power BI, or other data visualization tools.
</p></li><li><p>Strong problem-solving and decision-making abilities.
</p></li><li><p>Experience in leading or participating in cross-functional projects.<br>
</p></li></ul><p><br>
This role is based on-site in Pakistan, with opportunities for collaboration across teams and regions.
<br>
<br>
We encourage you to apply if you are excited about this opportunity and meet the qualifications. Join us to make a difference and grow your career in a supportive and inclusive environment.
</p><p></p><p><b>Why GSK?
</b><br>
<b>Uniting science, technology and talent to get ahead of disease together.
</b></p><p></p><p>GSK is a global biopharma company with a purpose to unite science, technology and talent to get ahead of disease together. We aim to positively impact the health of 2.5 billion people by the end of the decade, as a successful, growing company where people can thrive. We get ahead of disease by preventing and treating it with innovation in specialty medicines and vaccines. We focus on four therapeutic areas: respiratory, immunology and inflammation; oncology; HIV; and infectious diseases &ndash; to impact health at scale.
</p><p></p><p>People and patients around the world count on the medicines and vaccines we make, so we&rsquo;re committed to creating an environment where our people can thrive and focus on what matters most. Our culture of being ambitious for patients, accountable for impact and doing the right thing is the foundation for how, together, we deliver for patients, shareholders and our people.
</p><p><b>Contact information:
</b></p><p>You may apply for this position online by selecting the <b>Apply now </b>button.
</p><p></p><p><b>Important notice to Employment businesses/ Agencies
</b></p><p>GSK does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact GSK's commercial and general procurement/human resources department to obtain prior written authorization before referring any candidates to GSK. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and GSK. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of GSK. GSK shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.</p></div>

Snr Demand Planner - CoE

M.IRFAN M.AAMIR & BROS

<p><b>Job Title: </b>Senior HVAC Supervisor</p><p><b>Location:</b> Karachi, Pakistan &mdash; Office-based (regular coordination with sites; occasional site visits)<br/><b>Department:</b> MEP / Projects<br/><b>Reports to:</b> Head of MEP / Projects Manager<br/><b>Working hours:</b> 9:00 AM &ndash; 6:00 PM, Monday &ndash; Saturday<br/><b>Employment type:</b> Full-time</p><p>Mima Construction is looking for a technically-strong, experienced <b>Senior HVAC Supervisor</b> to lead HVAC delivery across our electrical and construction projects. Working mainly from our Karachi office, you will supervise HVAC design coordination, installation, commissioning and maintenance activities, manage subcontractors and vendors, ensure compliance with quality and HSE standards, and support timely handover of HVAC systems.</p><p><b>Key responsibilities</b></p><ul><li>Lead coordination of HVAC scopes from procurement through installation, testing &amp; commissioning to handover.</li><li>Supervise and schedule HVAC site engineers, technicians and subcontractors; conduct performance reviews</li><li>Review and approve HVAC-related submittals, shop drawings, material data sheets and vendor documents; maintain submittal register.</li><li>Coordinate mechanical services integration with MEP disciplines (MEP clashes, duct routing, AHU locations, piping, etc.).</li><li>Oversee installation of major HVAC equipment: AHUs, FCUs, chillers, condensers, VRF/VRV systems, ductwork, pumps, boilers, piping, and controls.</li><li>Manage site inspections and quality checks; ensure workmanship meets drawings, specifications and manufacturer instructions.</li><li>Plan and supervise testing, adjusting and balancing (TAB), commissioning procedures and punch-list closure.</li><li>Monitor project schedules and resource allocation; raise early warnings for delays or long-lead items.</li><li>Ensure strict compliance with HSE requirements on site ; lead toolbox talks and HSE inductions for HVAC teams.</li><li>Maintain comprehensive project documentation: as-built drawings, operation &amp; maintenance (O&amp;M) manuals, commissioning reports, warranties and training records.</li><li>Provide technical input for costing, variation claims and commissioning-related invoices.</li><li>Represent the company in client technical meetings and coordinate with consultants for site instruction resolution.</li></ul><p>Success metrics / KPIs</p><ul><li>On-time completion of HVAC milestones and commissioning.</li><li>Number and severity of HVAC defects at handover (aim: minimal).</li><li>Timely closure of HVAC submittals, RFIs and punch items.</li><li>Compliance with safety and QA/QC checklists.</li><li>Timely delivery of long-lead HVAC equipment.</li></ul><p><b>Required qualifications &amp; experience</b></p><ul><li>Bachelor&rsquo;s degree in Mechanical Engineering or relevant diploma with strong HVAC experience.</li><li><b>6+ years</b> practical HVAC experience in building or industrial projects, with <b>3+ years</b> in a supervisory or team-lead role.</li><li>Proven experience with chilled-water systems, VRF/VRV, AHUs, ducting, pumps, valves, piping and HVAC controls.</li><li>Hands-on knowledge of commissioning procedures, TAB, refrigerants and leak-testing.</li><li>Ability to read and mark up mechanical and architectural drawings; experience with AutoCAD (reading shop drawings).</li><li>Strong coordination skills with other MEP disciplines and contractors.</li><li>Proficient in MS Office; experience with project scheduling tools is a plus (MS Project / Primavera).</li><li>Excellent communication in English; effective client-facing skills.</li><li>Willingness for regular site visits and ability to work under project pressure.</li></ul><p>Preferred / nice-to-have</p><ul><li>Certification in HVAC commissioning, refrigeration handling, or energy efficiency (or equivalent).</li><li>Familiarity with local building codes and ASHRAE guidance.</li><li>Prior experience working on commercial or large residential projects in Pakistan.</li><li>Basic understanding of BMS (Building Management Systems) and controls integration.</li></ul><p><b>Core competencies &amp; soft skills</b></p><ul><li>Strong leadership and people-management skills.</li><li>Detail-oriented with quality-first mindset.</li><li>Problem-solving and decisive under pressure.</li><li>Good planner with strong time-management and organisational skills.</li><li>Professionalism in client/vendor interactions.</li></ul><p>What we offer</p><ul><li>Competitive salary (commensurate with experience) .</li><li>Opportunity to lead HVAC delivery on varied electrical &amp; construction projects.</li><li>Professional development and training opportunities.</li><li>Supportive office environment in Karachi with field exposure.</li></ul><p>Job Type: Full-time</p><p>Pay: From Rs75,000.00 per month</p><p>Experience:</p><ul><li>HVAC (Heating, Ventilation and Air Conditioning): 6 years (Preferred)</li></ul><p>Work Location: In person</p>

Senior HVAC (Heating, Ventilation and Air Conditioning) Supervisor

Mashreq

<div>
 <p>
  Job Purpose
 </p>
 <p>
 </p>
 <p>
 </p>
 <p>
  As a Customer Care officer at Mashreq Pakistan, your primary responsibility is to oversee the efficient handling and resolution of customer complaints in compliance with regulatory standards and organizational policies. You will be engaging in investigating, addressing, and resolving customer grievances promptly and professionally, aiming to uphold the bank's reputation for excellent customer service while ensuring compliance with relevant laws and regulations. Additionally, you will identify systemic issues and implement corrective measures to enhance customer satisfaction and loyalty. Your role is pivotal in maintaining trust and confidence in the bank's services among its customers and stakeholders.
 </p>
 <p>
 </p>
 <p>
  Key result Areas
 </p>
 <p>
 </p>
 <p>
 </p>
 <ol>
  <li>
   <strong>
    Efficient Complaint Handling:
   </strong>
   Ensure timely and effective resolution of customer complaints, meeting or exceeding predefined service level agreements (SLAs) to enhance customer satisfaction.
  </li>
  <li>
   <strong>
    Compliance Management:
   </strong>
   Ensure all complaint handling processes comply with regulatory requirements set forth by the State Bank of Pakistan (SBP) and other relevant authorities, minimizing the risk of non-compliance.
  </li>
  <li>
   <strong>
    Quality Assurance:
   </strong>
   Implement robust quality assurance mechanisms to review complaint resolutions, ensuring accuracy, fairness, and consistency while identifying opportunities for process improvements.
  </li>
  <li>
   <strong>
    Stakeholder Communication:
   </strong>
   Act as a liaison between the complaint&rsquo;s unit, other departments within the bank, and external stakeholders, facilitating effective communication and collaboration to address customer concerns efficiently.
  </li>
  <li>
   <strong>
    Data Analysis and Reporting:
   </strong>
   Analyse complaint data to identify trends, root causes, and areas for improvement, and prepare comprehensive reports and insights for senior management to support strategic decision-making.
  </li>
  <li>
   <strong>
    Continuous Improvement Initiatives:
   </strong>
   Proactively identify and implement initiatives to streamline complaint handling processes, enhance customer experience, and mitigate potential sources of complaints.
  </li>
  <li>
   <strong>
    Customer Feedback Management:
   </strong>
   Timely communicate customer feedback to the line for service improvements and prevent recurring complaints.
  </li>
  <li>
   <strong>
    Risk Management:
   </strong>
   Ensuring adherence to risk management policies and procedures.
  </li>
 </ol>
 <p>
 </p>
 <p>
  Knowledge, Skills and Experience
 </p>
 <p>
 </p>
 <p>
 </p>
 <ol>
  <li>
   <strong>
    Banking Regulations:
   </strong>
   Sound knowledge of banking regulations, guidelines, and directives issued by the State Bank of Pakistan (SBP) related to complaint handling, consumer protection, and customer rights.
  </li>
  <li>
   <strong>
    Banking Products and Services:
   </strong>
   Understanding of various banking products and services offered by the bank, including retail banking, corporate banking, loans, deposits, and electronic banking channels.
  </li>
  <li>
   <strong>
    Complaint Handling Processes:
   </strong>
   Familiarity with best practices, methodologies, and frameworks for complaint handling, including investigation techniques, root cause analysis, and resolution strategies.
  </li>
  <li>
   <strong>
    Legal and Compliance:
   </strong>
   Knowledge of legal principles, and consumer protection laws relevant to banking operations in Pakistan, with knowledge of dispute resolution mechanisms and ombudsman procedures.
  </li>
  <li>
   <strong>
    Data Analysis:
   </strong>
   Proficiency in data analysis tools and techniques to analyze complaint data, identify trends.
  </li>
 </ol>
 <p>
 </p>
</div>


Senior Officer - Customer Care Unit (Mashreq Digital Bank Pakistan)

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Senior Officer - Customer Care Unit (Mashreq Digital Bank Pakistan)