Senior Analyst – Internal Service Standards (Customer Service)

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