Senior Officer - Service Quality

Description:

Al Meezan Investment Management Limited is looking for Senior Officer - Service Quality

Job Specification:

• Participate in the performance, development, planning and implementation of the service quality and monitoring/inspection processes

• Responsible for making sure that the company Business Principles and Corporate Values are being followed,

• Participate in the implementation and review of controls within the business unit to meet all regulatory and internal requirements.

• Monitoring of customer experience through various Touch Points (ie. Branches, Call Centre, Online Services, etc.)

• Perform NPS calling to gauge customer satisfaction level and to conduct other Customer Satisfaction Surveys .

Monitoring of compliance with the company's standards and regulatory requirements including KYC etc.

• Provide periodic MIS reporting relating to Service Quality review activities,

• Carry out branch visits to assess the quality of services and degree of continuous improvement

• Perform and manage various Mystery Shopping activities.

Education & Specification:

• Candidates should be at least Graduate / Masters with minimum two to three years' experience preferably in asset management companies / Banking,

Any certification related to Quality Assurance / Six Sigma /ISO Certification is a plus

Required Skills and knowledge:

• Experience in Quality Assurance or Customer Service

• Strong Customer focus with superior negotiation skills

• Ability to think out of the box and generate ideas to enhance customer experience .

• Proficient Computer literacy and MS Office

• Excellent interpersonal skills

• Analytical skills

• Good oral and written communication skills