- To manage/ supervise/monitor all operational activities of the Branch whilst ensuring a high level of customer service and compliance with regulatory requirements, in order to facilitate customer transactions and add value to strategic objectives of the Group and Bank.

- To manage and supervise the retail banking operations pertain to area of Cash, Clearing and Remittances of the branch. Improve efficiency and ensure that operational standards and procedure are in compliance with SOP and SBP’s statutory. Prudential and regulatory requirements.

- Have updated knowledge regarding Organization’s policies and procedures, SBP’s instructions, relevant.
- Prudential Regulations and ensure compliance to avoid audit observations and penalties.
- Acquire proper and updated knowledge of Organization’s products and SOC to guide customers and to elude the leakage of income.
- Guide customers about Organization’s products, bank’s policies and requirements regarding different types of accounts for building long-lasting relationships.
- Scrutiny of Account Opening forms when received according to account opening checklist to generate the Account Number resolves the primary and secondary discrepancies according to the TATs.
- Ensure account profiling and making KYC’s as required under prudential regulation and Keep the KYC’s in record, monitor and update the KYC time to time to comply with Prudential regulations
- Ensure that all specimen signature cards are scanned properly on the day of account opening with proper operating instructions for smooth transactions across the Pakistan.
- Replying effectively and timely to customer quires related to their accounts for facilitation and lessening the complaints.
- Maintain proper data of Zakat declaration forms, Hold mail, dormant accounts and undelivered mail as per prescribed procedures for satisfactory audit trials.
- Responsible for all account closing as per prescribed procedure and to make sure that applicable charges are deducted and profit (if any) is paid before closure to avoid audi exception
- To rectify audit’s objections by internal, external & SBP’s audit & to adopt measures to ensure that these exceptions do not recur; maintain at least satisfactory audit rating of the department.
- To keep updated regarding BAL’s procedures for handling remittances, related SBP’s instructions and ensure their compliance for satisfactory audit reviews.
- To Issue/pay/cancel/PO/DD/TT and other relevant tasks pertaining to PO/DD/TT to provide flawless services.
- To R

-To carry out an investigation on various complaints of customers received from different contact points (Front office staff, call center, through internet banking or complaints reported through letters or email).
-These cases were then taken up with the concerned (branch, departments), the problem identified, verified the authenticity & if found genuine had the issue resolved by the concerned.
-Logging customers complaint in system Customer Relationship Management (CRM).
-Addressing every complaint of a customer, received from various contact points, identifying & eliminating the shortcomings by taking corrective measures diligently, within a specified Turn- around Time (TAT).
-Worked on Visa debit card fraud/dispute cases for assigned financial institutions from case start through completion of Visa dispute form.
-Ensure that all VISA Card chargeback regulations are adhered to while striving towards highest recovery.

-Review and analyze fraud/dispute cases, cardholder documentation and complete the chargeback process through arbitration/compliance when necessary.
-Review daily reports and complete miscellaneous fraud monitoring tasks.
-Maintain high levels of professionalism and customer service at all times.
-Remain up-to-date on industry information, new products, enhancements, system changes and compliance issues.
-The outcome was then communicated to the customer via a telephone call, letter or an email.

SERVICE QUAILITY COORDINATOR