MCB Bank Pakistan

Analyst/ Senior Analyst, Complaint Management Unit

Position Grade:	Reporting to:	Department:	No. of Positions:
OG I/II/ III	Manager, Complaint Management Unit	Complaint Management Unit – Service Quality Division	Multiple Positions

JOB Description

The role is responsible for handling complaints received from customers and ensure to resolve queries within specified turnaround time. Also accountable to follow escalation matrix in case the queries / complaints are not closed within timelines

Responsibilities

To assist line manager for handling & resolving complaints escalated through Banking Mohtasib , SBP & Management Committee within defined timelines while considering SBP regulations and also supervise the new analysts/new trainers.
To resolve critical complaints & queries received from customers (internal / external) after assisting in investigations and revert to them via written correspondence.
To ensure timely and effective resolution of customer complaints confining them to breach SBP given timelines to save penalties. If the cases are not closed with the specified TAT then the escalation matrix is to be followed
Assist line manager in executing root cause analysis of reoccurring complaints and provide valuable feedback to minimize the issues, & also conduct training sessions.
Maintain MIS on daily basis to enable line manager for keeping the track of cases for in time resolution of queries to enhance the image of services of the bank
To ensure there are no delays in execution of complaint resolution process by strict compliance of the guidelines

KNOWLEDGE AND EXPERIENCE

Qualification:	Bachelors or Masters in Commerce or Business Administration Proficient knowledge of Microsoft Office.
Experience Profile:	1 to 2 years of relevant experience.
Knowledge and Skills:	Proficient knowledge of Microsoft Office/ Good communication skills/ Self-motivated.
Behavioral Competencies:	Strong interpersonal skills, Good communication skills Analytical skills.

Job Location

Lahore & Karachi

Important Note:

Interested candidates fulfilling the above criteria are requested to complete the appended Internal Job Watch Form and sent it to the following address latest by June 30, 2025 along with Line Manager's consent

To apply for this position please share your resume at [email protected] Please note, that the internal Job watch is for Permanent Employees only, incomplete forms / applications may not be entertained.

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Analyst/ Senior Analyst, Complaint Management Unit

JOB Description

Responsibilities

KNOWLEDGE AND EXPERIENCE

Job Location

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