Unit Head Service Quality & Consumer Protection

ASA Microfinance Bank (Pakistan) Limited; Karachi Division; On-site; PKR 1,500,000 - 2,100,000; Full time

Job summary

ASA Microfinance Bank (Pakistan) Limited is hiring to lead Service Quality and Consumer Protection activities, ensuring effective complaint management, SBP compliance and regulatory reporting. The role also supports customer awareness and staff capability development.

The ideal candidate has 4-5 years of relevant banking compliance experience, strong stakeholder management, and the ability to drive continuous improvement in service quality and consumer protection across products and processes.

Qualifications

• Knowledge of banking laws, SBP regulations and regulatory reporting requirements.
• Understanding of consumer protection, complaint management and service quality frameworks.
• Knowledge of banking products, processes and regulatory requirements.
• Proficiency in MS Office, particularly Excel, Word and PowerPoint.
• Project management and problem-solving skills.
• Strong stakeholder management and communication skills.
• Strategic decision-making and analytical capabilities.
• Leadership
• Team Management
• Stakeholder Management
• Communication & Interpersonal Skills
• Analytical & Problem-Solving Skills
• Attention to Detail
• Accountability and Integrity

Responsibilities

• Oversee the Centralized Complaint Management Cell (CCMC) and ensure timely and effective resolution of customer complaints received through all channels.
• Ensure compliance with SBP regulations, internal policies and guidelines relating to complaint handling and consumer protection.
• Review complaint trends, reporting and root causes and ensure timely escalation of significant issues.
• Monitor implementation of the Consumer Protection Framework and coordinate with relevant stakeholders to embed its principles across products, processes and customer-facing activities.
• Act as coordinator for the Customer Assessment Framework (CAF) and liaise with the regulator and relevant stakeholders for assessment and implementation requirements.
• Oversee periodic reporting on complaints, service quality and consumer protection for Senior Management and the Board of Directors.
• Support and monitor client financial literacy initiatives and report progress and outcomes to management.
• Promote awareness of consumer protection and financial literacy among employees and relevant stakeholders.
• Identify service quality and consumer protection gaps and coordinate with relevant functions for corrective actions and process improvements.
• Lead and supervise the Service Quality & Consumer Protection team to ensure effective delivery of assigned responsibilities.
• Ensure appropriate training, coaching and grooming of team members to enhance technical and professional capabilities.
• Promote a culture of customer-centricity, regulatory compliance and continuous improvement.
• Manage stakeholder relationships across internal functions and external/regulatory stakeholders.
• Provide support on projects, initiatives and assignments entrusted by the Chief Compliance Officer / Line Management.
• Perform any other duties relevant to the role as assigned by management.

Skills

Stakeholder management

Analytical thinking

Regulatory knowledge

Leadership

Communication skills

Project management

Problem-solving

Attention to detail

Strategic thinking

Tools

MS Office

Job description

To lead and oversee Service Quality and Consumer Protection activities, ensuring effective complaint management, adherence to SBP and internal regulatory requirements, implementation of the Consumer Protection Framework, and timely regulatory reporting. The role also supports customer awareness, staff capability and continuous improvement in service quality and consumer protection practices.

2. Key Responsibilities

A. Service Quality & Consumer Protection

• Oversee the Centralized Complaint Management Cell (CCMC) and ensure timely and effective resolution of customer complaints received through all channels.
• Ensure compliance with SBP regulations, internal policies and guidelines relating to complaint handling and consumer protection.
• Review complaint trends, reporting and root causes and ensure timely escalation of significant issues.
• Monitor implementation of the Consumer Protection Framework and coordinate with relevant stakeholders to embed its principles across products, processes and customer-facing activities.
• Act as coordinator for the Customer Assessment Framework (CAF) and liaise with the regulator and relevant stakeholders for assessment and implementation requirements.
• Oversee periodic reporting on complaints, service quality and consumer protection for Senior Management and the Board of Directors.
• Support and monitor client financial literacy initiatives and report progress and outcomes to management.
• Promote awareness of consumer protection and financial literacy among employees and relevant stakeholders.
• Identify service quality and consumer protection gaps and coordinate with relevant functions for corrective actions and process improvements.

B. Regulatory Compliance & Reporting

• Ensure timely, accurate and complete submission of all relevant SBP regulatory returns/reports relating to the function.
• Monitor changes in banking laws, regulations, SBP instructions and industry practices and assess their impact on relevant processes.
• Ensure adherence to applicable banking laws, regulations, regulatory instructions and internal processes.
• Coordinate with relevant stakeholders to address regulatory observations, requirements and compliance gaps.

C. Team Management & Capability Development

• Lead and supervise the Service Quality & Consumer Protection team to ensure effective delivery of assigned responsibilities.
• Ensure appropriate training, coaching and grooming of team members to enhance technical and professional capabilities.
• Promote a culture of customer-centricity, regulatory compliance and continuous improvement.
• Manage stakeholder relationships across internal functions and external/regulatory stakeholders.

D. Other Responsibilities

• Provide support on projects, initiatives and assignments entrusted by the Chief Compliance Officer / Line Management.
• Perform any other duties relevant to the role as assigned by management.

3. Job Specifications

Education:

Experience:

4-5 years of relevant experience, preferably in banking, compliance, service quality, consumer protection or a related function.

• Knowledge of applicable banking laws, SBP regulations and regulatory reporting requirements.
• Understanding of consumer protection, complaint management and service quality frameworks.
• Knowledge of banking products, processes and regulatory requirements.
• Proficiency in MS Office, particularly Excel, Word and PowerPoint.
• Project management and problem-solving skills.
• Strong stakeholder management and communication skills.
• Strategic decision-making and analytical capabilities.
• Leadership
• Team Management
• Stakeholder Management
• Communication & Interpersonal Skills
• Analytical & Problem-Solving Skills
• Attention to Detail
• Accountability and Integrity

4. Key Internal & External Relationships

Internal:

Business & Operations, Branch Banking, Risk, Legal, Operations, Internal Audit, HR, Product/Process Owners and Senior Management.

External:

State Bank of Pakistan and other relevant regulatory/stakeholder bodies, where applicable.