Head – Service Quality Unit (Customer Services)

Job details

Job Overview: Bank AL Habib is seeking experienced and service-oriented professionals to join our Customer Services team as Head – Service Quality Unit Karachi. The role is responsible for ensuring the highest standards of service quality while driving process improvements across all customer segments of the Bank. Qualification & Experience: • Minimum Bachelor’s degree (Master’s preferred). • Minimum 8 to 10 years of banking experience, preferably in branch banking. Key Responsibilities: • Lead the Service Quality Unit Karachi to ensure consistent and superior service delivery across all customer touchpoints • Design, implement, and monitor service quality standards and benchmarks in line with industry best practices and regulatory requirements • Conduct service audits and surveys to evaluate service performance • Identify service gaps and coordinate with relevant departments for root cause analysis and service improvement initiatives • Analyze customer feedback, complaints, and service metrics to develop improvement strategies • Prepare and present service quality dashboards and reports for Senior Management review • Ensure implementation and effectiveness of service monitoring tools • Manage multiple priorities effectively in a fast-paced environment • Drive problem-solving and continuous service enhancement initiatives Required Skills: • Strong problem-solving and analytical skills • Excellent communication and interpersonal skills • Ability to work effectively in a fast-paced environment Location: Karachi (Khayaban-e-Bukhari, DHA) Application Deadline: 22nd June, 2026 Apply Now