Head of Customer Experience & Service Quality (SVP) – Ban…

𝐋𝐨𝐜𝐚𝐭𝐢𝐨𝐧: Karachi𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: 10 YearsWe are seeking a senior and strategic 𝐇𝐞𝐚𝐝 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 (SVP) to lead the banks service quality, customer experience, consumer protection, and complaint management functions. This role will drive regulatory compliance, service excellence, and customer-centric culture across the organization in line with SBP guidelines.𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬: Lead Customer Experience, Service Quality, Complaint Management, Quality Assurance, FTC, CAF, and Market Conduct functions Ensure compliance with SBP regulations, consumer protection, and fair treatment of customers Act as focal person for regulators and manage regulatory submissions and audits Oversee complaint handling, escalations, and regulatory TATs Lead service quality training, governance, budgeting, and BCP preparedness𝐑𝐞𝐪𝐮𝐢𝐫𝐞𝐝 𝐐𝐮𝐚𝐥𝐢𝐟𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬 𝐒𝐤𝐢𝐥𝐥𝐬: BS / BBA / MBA / MS from a reputable institution (MBA/MS preferred) 10 years of experience in banking or regulated financial services Proven senior leadership and stakeholder management experience In-depth knowledge of SBP regulations, FTC, CAF, and Complaint Management Strong communication, analytical, and strategic skills 𝐋𝐨𝐜𝐚𝐭𝐢𝐨𝐧: Karachi 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞: 10 Years We are seeking a senior and strategic 𝐇𝐞𝐚𝐝 𝐨𝐟 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 (SVP) to lead the banks service quality, customer experience, consumer protection, and complaint management functions. This role will drive regulatory compliance, service excellence, and customer-centric culture across the organization in line with SBP guidelines. 𝐊𝐞𝐲 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬: