Senior Analyst – Internal Service Standards (Customer Service)

Job details

Job Overview: Bank AL Habib is seeking analytical and detail-oriented professionals to join our Customer Services team as Senior Analyst – Internal Service Standards. The role is responsible for monitoring service quality standards, evaluating operational performance across backend functions, and driving process improvement initiatives to enhance customer experience. Qualification & Experience: • Bachelor’s degree required (Master’s preferred). • Minimum 3 to 5 years of proven experience in Service Quality Monitoring. Key Responsibilities: • Establish and document Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for backend departments • Conduct quality monitoring across functions including Call Center, Customer Complaints, Account Opening, Trade, Cash Management, and ADC • Identify service gaps, bottlenecks, and deviations from established standards, and recommend corrective actions • Prepare detailed quality performance reports and dashboards for Senior Management • Coordinate with departments to streamline workflows and improve customer experience • Monitor operational performance and ensure adherence to internal service standards Required Skills: • Hands-on experience in monitoring Account Opening, Trade, Cash Management, Complaint Management, and Call Center operations • Advanced proficiency in MS Excel • Power BI / Power Query knowledge preferred • Strong analytical and problem-solving skills • Excellent communication and interpersonal skills Location: Karachi Application Deadline: 22nd June, 2026 Apply Now