Job purpose:

Position HBL as leaders in customer experience by maintaining exceptional service levels through seamless customers facilitation and branch up keep.

Customer service and complaint management

• Provide preferential customer experiences through proactive facilitation and problem resolution at branch level
• Manage and supervise customer footfall and referrals at branch counters, RM desks, drop boxes, helpline and suggestions/comments boxes to aid customer experience and assist end to end issue resolution.
• Build customer association and loyalty through KYC meet and greet initiatives serving as the ‘face of service’ for HBL
• Manage customer traffic and ensure increase of Alternative Distribution channel usage
• Ensure and facilitate in achieving excellent results in Mystery Shopping and Service KPIs.
• Responsible for branch and ATM up keep, ambiance, cleanliness and branding in collaboration with the related departments

Conflict resolution & stakeholder management

• Guide and persuade staff to maintain a friendly yet a professional environment and pacify irate customers

Operational execution & inventory management

·         Reporting maintenance related issues to the Branch Manager and Service Quality department

·         Check the merchandising and display material at the beginning and end of the day

Minimum qualifications

• Minimum graduate preferably in business discipline

Minimum experience:

• 2-3 years of branch banking experience

Primary Location

: PK-SD-Sukkur

Work Locations

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