MCB Bank Pakistan

Analyst/ Senior Analyst, Customer Experience, Branch Banking

Position Grade	Reporting to	Department	No. of Positions
OG I/II/ III	Manager, Customer Experience, Branch Banking	Customer Experience – Service Quality Division	1 Position each city

JOB Description

This role is primarily responsible for ensuring the effective and efficient implementation, monitoring, and continuous improvement of service standards for Branches and offices as per internal policies and directives.

Experience & Skills

1-2 years of relevant banking experience

Knowledge and Skills

Proficient knowledge of Microsoft Office

Behavioral Competencies

Strong interpersonal skills, Good communication skills, Analytical skills

Responsibilities

Improve customers' overall service experience to ensure the desired standards set by the Bank. Monitor/measure and report on the key service indicators and highlight areas for improvement.
Implement service management program at Branches / Offices and provide feedback for process improvement (if required). Also identify an action plan and controllable measures to meet the TAT for improved customer experience.
Analyze dissatisfaction and service gaps, track action plans with deadlines, and report monthly performance insights in liaison with the respective management team.
Collaborate with internal stakeholders to embed a customer-focused mindset across the organization.

Qualifications

Bachelor's or master’s in commerce or business administration from recognized universities

Job Location

Faisalabad / Jhang / Abbotabad / Karachi / Jehlum / Chakwal / Lahore / Islamabad / Gujranwala / Sargodha

Important Note

“Females and Persons with disabilities having required skill set are encouraged to apply . MCB bank Ltd is an equal opportunity employer and is committed to create an inclusive environment for all employees.”

To apply for this position please share your resume at [email protected] Do not forget to mention the title of the position in the subject of your email.

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Analyst/ Senior Analyst, Customer Experience, Branch Banking

JOB Description

Experience & Skills

Knowledge and Skills

Behavioral Competencies

Responsibilities

Qualifications

Job Location

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