Banking

HRSG, People & Business Partnering

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CAREER OPPORTUNITIES

Our client, a reputable financial institution and an equal opportunity employer, is looking for dedicated, experienced and highly skilled professional for the following position to be based at Islamabad.

Job Title

GM / Chief Executive

Qualification and Experience

  • Minimum graduation or equivalent in the discipline of banking, finance, economies or business administration,
  • CFA, FRM. CPA or CMA will be added as an advantage.
  • Minimum 15-20 years of work experience in a financial institution with minimum 5 years at a senior level as EVP and above.

Job Objectives

The GM / Chief Executive is responsible for achievement of the organization’s corporate and business goals by implementing business strategy, accomplishment of vision and mission as per directions provided by the board of Directors from time to time. The board delegates responsibility to the management and also day-to-day operations of the company to the GM/CE. GMICE has otherty to cany out these responsibilities. in accordance with the directions and policies established by the Board.

TERMS AND CONDITIONS

. Candidates fulfilling the criteria mentioned for the post are encouraged to apply and submit their resume and CNIC via email or post.
. Incomplete details and those app received after the last date shall not be entertained.
. The company reserves the right of cancellation of any and / or all the advertised position($) at any stage. .Only short-listed candidates shall be called for interview.
. No TA/DA will be provided to the candidates appearing for the interview.

Interested candidates may visit our website for details at hersgonline.com/jobs-clients/job-category/banking-finance-
Insurance/ Candidates can email their CV to HRSG by mentioning the position name in the subject line at
publicsector@hragonline.com or via post by mentioning the position applied for in the upper right comer on the envelope at HRSG People & Business Partnering, HRSG House 46-D Street, 46 Off Shahrah-e-Faisal, Karachi, Pakistan, by 10th August, 2022.

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Unit Head Voice of Customer & Quality Assurance

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Job Detail

Industry
Banking/Financial Services
Functional Area
Client Services & Customer Support
Total Position
1
Job Type
Full Time/Permanent ( First Shift (Day) )
Department
Corporate/Commercial Banking
Job Location
Karachi
Gender
No Preference
Minimum Education
Bachelors
Degree Title
Master of Business Administration
Career Level
Department Head
Required Experience
8 Years – 10 Years
Apply By
Aug 6, 2022
Posted On
Jul 6, 2022

Job Description

Role Overview

Unit Head VoC & QA will ensure robust plans are developed and actioned to support the achievement of country Customer Experience goals through market research and building a climate receptive to change and addressing the people factors that need to be aligned to continuously improving the way we work. The incumbent will act as a catalyst for embedding the SQ framework and behavior within the bank. The Unit Head’s responsibilities include coaching business and support segments to ensure the change is successful to implement and facilitate delivery of the Customer Experience agenda and drive improvement actions on the key experiential components to support the bank’s vision.

This role is also responsible for the overall quality of Complaint Resolution. This position is responsible for making certain not only that the QA team is properly aligned with the business goals of the bank, but also that the entire Complaint Handling team understands the quality objectives of the bank. The primary goal will be towards producing exceptionally high quality assurance process in as little time as possible.

Key Tasks and Responsibilities

  • Develop and implement the voice of customer program with the objective to keep finger on the pulse of the customer.
  • Design surveys to identify customer loyalty and satisfaction and recommend strategic remediation for Product/ channels / segments.
  • Conduct in depth customer satisfaction surveys across all FBL business and touch point with a view towards ascertaining paint point / competitive advantage
  • Conduct strategic competitive scans across our retail, consumer finance and digital businesses with a view towards effectively benchmarking FBL in the market
  • Gather Psychographics data (financial and lifestyle preferences) on our target customer sets to support refinement of existing product proposition and prioritize new initiatives.
  • To collect, analyze and share results complete with action plans and customer feedback highlights to enable and facilitate effective gap rectification
  • To effectively follow up with stakeholders for implementation of action plan
  • Develop & monitor implementation of ‘Voice of Customer (VoC)’ systems through various internal/external surveys (e.g. Customer Satisfaction Survey (CSS), Mystery Shopping Program (MSP), Focus Groups, and Market Research etc). Present industry best practices & competitive analysis.
  • Contribute to the identification of opportunities for continuous improvement of systems, processes and practices within the function; considering ‘market best practice’, improvement of business processes, cost reduction and productivity improvement.
  • Develop, implement and embed quality assurance process as part of Complaint Handling process
  • Lead QA team to ensure complaints are being resolved with a higher level of customer satisfaction
  • Provide regular feedback in making Complaint Management process more robust and customer centric
  • Any other task assigned by the Dept Head/ Functional Head

Required Skills

Delegation, Team Management Skills, Quality Assurance, Voice of the Customer Analysis, Voice of the Customer,

Apply Now

NATIONAL INSTITUTE OF BANKING & FINANCE STATE BANK OF PAKISTAN ISLAMABAD

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JOB OPPORTUNITY FOR NFLP-Y

NIBAF has launched “National Financial Literacy Program for Youth” (NFLP-Y) to impact essential financial education to Pakistani youth & school going Children for strengthening of their money management skills and enhance their understanding of financial matters. The program is targeting three age groups (School going Children, Adolescent, Youth across 45 selected districts of Pakistan including GB & AJK. NIBAF aims at reaching out to 1.6 million children, adolescents and Youth through Classroom training and including 0.6 million through digital learning platform.

For the purpose of program roll out, applications are invited for the following position:

Job Title:

Manager Admin and Finance – Islamabad (01 Position)

Application/Selection Procedure

Interested candidates meeting the above mentioned eligibility criteria are required to submit Application Form (available at website www.nflpy.pk/career) through surface mail. Please clearly mark the envelop with the position applied for. Application with incomplete information or without clearly mentoring the position applied for will not be considered. Only shortlisted candidates will be contracted. Female candidates are encouraged to apply. No TA/DA will be admissible for appearing in interview.

Closing Date for Application

Duly filled application from along with educational documents & CNIC should reach the below address with 15 days of publication of this advertisement.

Project Director

National Financial Literacy Program for Youth

National Institute of Banking & Finance

Sector H-8/1, Pitras Bukhari Road, Islamabad, Pakistan

Phone # +92-51-9269829-30

Fax # +92-51-9269835

NIBAF/NFLP-Y reserve the right to cancel any or all applications, Misinformation and any attempt to influence the selection process will considered a definite disqualification for current as well for all future recruitment in NIBAF/NFLP-Y, even if the candidate is otherwise qualified.

NATIONAL FINANCIAL LITERACY PROGRAM FOR YOUTH

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(A Project of the State Bank of Pakistan)

 VIRTUAL INTERNSHIP PROGRAM 

Become a Student Brand Ambassador

State Bank Of Pakistan in collaboration with the National institute of Banking & Finance (NIBAF) has launched the National financial literacy program for for Youth (NFLP-Y). The basic aim of program is to impart essential financial education to Pakistan youth and school going children for strengthening of their money management skills and understanding of financial matters.

National financial Literacy Program for Youth brings an amazing opportunity under its virtual internship program for students to develop their leadership, strategic and communication skills.

Eligibility

Be a Student of registered School, TVET, College or HEC Recognized University with in Pakistan and AJK.

What You Will Get

-Be featured on the NFLPY website, social media, and newsletters.

-Get to network and build relationships with Students Ambassadors from other educational institute and disciplines

-Get gold, silver and platinum certificates on the basis of your performance

-Earn a performance-based stipend up to Rs 20,000/–

Interested

Please visit Website and fill out the online application form at:

www.nflpy.pk/ambassodor

 National Institute of Banking & Finance 

Sector h-8/1, Pitras Bukhari Road, Islamabad

Tel: +92 (0)51-926 9830

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