Responsible for implementation of Compliance Risk Management guidelines across the bank which includes guidance on interpretation of regulations and provide regulatory support to business units.

• Liaison with Regional Heads and General Managers to ensure effective and timely responses by the field to compliance and audit.• Communicate effectively with Regional Heads while stressing on identifying trends that could translate into Compliance risks.• Responsible to provide necessary reports to assist in performing periodic reviews.• Responsible of tracking the performance and engage branch staff to complete KYCs.• Facilitate Distribution Team in… Show more • Liaison with Regional Heads and General Managers to ensure effective and timely responses by the field to compliance and audit.• Communicate effectively with Regional Heads while stressing on identifying trends that could translate into Compliance risks.• Responsible to provide necessary reports to assist in performing periodic reviews.• Responsible of tracking the performance and engage branch staff to complete KYCs.• Facilitate Distribution Team in compliance, internal and State Bank audits.• Ensure proper advisory for business to create a connect with policies & State Bank Circulars.• Administer branches for updating the missing details / documents of the customers.• Review gaps identified during external and internal audits and ensure monitoring and compliance by updating existing processes to ensure risks / gaps are mitigated.• Focal point in business for facilitating and promoting the understanding of Compliance related issues.• Spot visits of branches every month to identify branch-level deficiencies that could lead the bank to various risks.• Communicate the gaps to Senior Level with focus on instant rectification. Show less

• Communicate Service health reviews with discrepancies for respective areas / regions / branches • Responsible for scheduling FOBO (Front office back office) meetings, and ensuring action plan is being followed • Work with Learning & Development and Business Heads to develop effective training programs and provide customer service refreshers for front / back end participants based on the scorecard • Continue to update / uplift the service standards by working closely with support… Show more • Communicate Service health reviews with discrepancies for respective areas / regions / branches • Responsible for scheduling FOBO (Front office back office) meetings, and ensuring action plan is being followed • Work with Learning & Development and Business Heads to develop effective training programs and provide customer service refreshers for front / back end participants based on the scorecard • Continue to update / uplift the service standards by working closely with support units • Addressing failing indicators with a root cause analysis to devise remedial action plan(s) • Escalation of pain areas to next tier(s) of line management • Making periodic reviews on all service metrics reports circulated, for purpose of compiling and arranging reviews with concern stake holders to discuss and decide remedial actions for failing Service Indicators • Enforce a superior service culture by recognizing and rewarding staff for service excellence • Ensuring the acquiescence of all compliance updates / SBP circulars duly communicated and posted in branches Show less

• To work as change agents to assist segments across the bank to achieve increased customer satisfaction. • To ensure Branch spot checks. • To ensure mystery shopping for PAN Pakistan branches. • Call evaluation for Inbound & Outbound Contact Centre. • To ensure training to branches (as & when required). • To manage customer feedback through loyalty calling. • To manage Service Clinics and provide feedback to the Regions for service efficiency. • Preparing and… Show more • To work as change agents to assist segments across the bank to achieve increased customer satisfaction. • To ensure Branch spot checks. • To ensure mystery shopping for PAN Pakistan branches. • Call evaluation for Inbound & Outbound Contact Centre. • To ensure training to branches (as & when required). • To manage customer feedback through loyalty calling. • To manage Service Clinics and provide feedback to the Regions for service efficiency. • Preparing and reporting service metrics reports of Complaint Management Unit, Bancassurance - Call Back, Service Metrics Branch Banking, Centralized Monitoring of Counter Transactions, Vault Opening, Alexxo IT, GSD & ID management, Consumer Finance, Autos Barkat Islamic, ADC Service Metrics, Contact Centre, Centralized Processes, Request Monitoring, Account Opening, Voice of Customer, Mobile Banking, Internet Banking, Retrun Mail Unit, Pull SMS report. Show less

•Formulating CRM system changes if required.•To make amendments in Faysal Bank’s website.•Managing Faysal Bank's Facebook official page.•Responsible for reporting monthly complaints to State Bank of Pakistan.•Responsible for reporting Complaint Resolution Indicator to management on monthly basis.•Evaluating officer’s performance during the month and identifying the issues and weak points•Updating daily performances of the officers.•Responsible for designing Service… Show more •Formulating CRM system changes if required.•To make amendments in Faysal Bank’s website.•Managing Faysal Bank's Facebook official page.•Responsible for reporting monthly complaints to State Bank of Pakistan.•Responsible for reporting Complaint Resolution Indicator to management on monthly basis.•Evaluating officer’s performance during the month and identifying the issues and weak points•Updating daily performances of the officers.•Responsible for designing Service Level agreements and Memos with concern departments to identify the process flows.•Responsible for reporting of Key Risk Indicators (KRI) to concern unit.•Ensuring that the existing risk and control environment is adequately represented in RCSAs and that all material risks in the business have effective controls in place for mitigation.•To incorporate the changes in the process flows as per State Bank’s requirement.•Responsible for monthly and annual presentations and service reviews against the complaints received, to higher management.•Responsible to train the officers about the new product launched by the bank. Show less

•Receiving complaints from various channels including branches, Non stop banking centre & web.•Complaints analysis.•Determining the responsibility of the concerned department and working with the department to ensure complete and proper resolution of complaints with in defined turnaround time.•Communication with the customers with respect to any issue.•Maintaining MIS on periodic basis.

•Handling countrywide customer’s incoming calls, queries, complaints and taking financial and non-financial transactions.•Liaison with the Management to assist team members on serving customers based on their peculiar requirements.•Responsible for training & mentoring new recruits for the department.•Handling ATM’s Problems and ATM Monitoring to all Pakistan.