Senior Manager, Service Quality & Customer Experience

Raqami Islamic Digital Bank Ltd.; Karachi Division; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

Raqami Islamic Digital Bank Ltd. seeks a Service Quality Manager to establish and monitor comprehensive service quality standards across all customer touchpoints, ensuring regulatory compliance and exceptional customer experience while driving digital self-service and process improvements.

The role leads governance, VoC programs, and CX metrics, collaborating with Operations, Product, Digital, Technology, and Business teams to implement service enhancements and create executive dashboards.

Qualifications

• 6-10 years banking experience.
• Min 4 years in: Service Quality, Customer Experience, Complaints Management, Contact Center Quality, Digital Banking, Process Improvement

Responsibilities

• Develop and implement the bank's Service Quality Framework.
• Design and maintain Service Quality Scorecards.
• Lead development and implementation of innovative self-help solutions.
• Monitor customer experience metrics including CSAT, NPS, CES, FCR, and complaints trends.
• Analyze complaints, service failures, and customer feedback to identify root causes and improvement opportunities.
• Lead Voice of Customer (VoC) programs and customer listening initiatives. Partner with Operations, Product, Digital, Technology, and Business teams to implement service improvements.
• Develop service quality dashboards and management reports for executive leadership.
• Ensure adherence to SBP regulations, internal policies, and customer conduct standards.
• Drive customer journey reviews and service redesign initiatives.
• Monitor service performance against service level agreements (SLAs) and operational targets.
• Conduct quality coaching sessions and training needs assessments.
• Benchmark service quality practices against industry best practices and competitors.
• Lead service quality governance forums and action tracking mechanisms.
• Drive a culture of customer-centricity and service excellence across the organization

Skills

Customer Experience Management

Service Quality Management

Process Improvement

Data Analytics

Stakeholder Management

Change Management

Education

Bachelor's Degree in Business Administration, Finance, Banking, Customer Experience, Technology, or related field

Master's Degree preferred

Tools

AI Chatbot Technologies

CRM Systems

Digital Banking Platforms

Self-Service Solutions

Job description

Raqami Islamic Digital Bank Ltd. seeks a Service Quality Manager to establish and monitor comprehensive service quality standards across all customer touchpoints, ensuring regulatory compliance and exceptional customer experience while driving digital self-service and process improvements.

The role leads governance, VoC programs, and CX metrics, collaborating with Operations, Product, Digital, Technology, and Business teams to implement service enhancements and create executive dashboards.