Service Quality Manager

Job Title: Service Quality Manager

Department: Customer Experience

Job Overview

Service Quality Manager is responsible for establishing, monitoring, and continuously improving service quality standards across all customer touchpoints. The role ensures customer interactions meet regulatory, operational, and customer experience expectations while driving innovation through digital self-service capabilities, automation, and process improvements.

The incumbent will lead service quality governance, customer journey reviews, root cause analysis, complaint insights, and the design and implementation of innovative self-help solutions that reduce customer effort and improve operational efficiency.

Key Responsibilities

• Develop and implement the bank's Service Quality Framework.
• Design and maintain Service Quality Scorecards
• Lead the development and implementation of innovative self-help solution
• Monitor customer experience metrics including CSAT, NPS, CES, FCR, and complaints trends
• Analyze complaints, service failures, and customer feedback to identify root causes and improvement opportunities.
• Lead Voice of Customer (VoC) programs and customer listening initiatives. Partner with Operations, Product, Digital, Technology, and Business teams to implement service improvements.
• Develop service quality dashboards and management reports for executive leadership.
• Ensure adherence to SBP regulations, internal policies, and customer conduct standards.
• Drive customer journey reviews and service redesign initiatives.
• Monitor service performance against service level agreements (SLAs) and operational targets.
• Conduct quality coaching sessions and training needs assessments.
• Benchmark service quality practices against industry best practices and competitors.
• Lead service quality governance forums and action tracking mechanisms.
• Drive a culture of customer-centricity and service excellence across the organization

Experience Required

• 6-10 years of banking experience.
• Minimum 4 years in:

• • Service Quality
  • Customer Experience
  • Complaints Management
  • Contact Center Quality
  • Digital Banking
  • Process Improvement

Experience in a digital bank, fintech, or branchless banking environment will be highly preferred.

Educational Background Required

• Bachelor's Degree in Business Administration, Finance, Banking, Customer Experience, Technology, or related field
• Master's Degree preferred

.

Skills & Competencies

• Customer Experience & Service Quality Management
• Customer Journey Mapping & Analytics
• Process Improvement & Re-engineering
• Complaint Resolution & Service Recovery
• Governance, Controls & Regulatory Compliance
• Digital Banking & Self-Service Solutions
• AI, Chatbot & Contact Center Technologies
• Data Analytics & Process Automation
• Strategic Thinking & Innovation
• Stakeholder Management & Influencing Skills
• Change Management, Problem Solving & Decision Making.

Raqami Bank is an equal opportunity employer. We welcome applications from all qualified individuals, including Persons with Disabilities (PWDs), and are committed to fostering an inclusive workplace where everyone has the opportunity to succeed.

Last date to apply: November 11, 2026