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Manager Customer Complaints
Systems & Operations Department, Lahore
Apply By Aug 5, 2018
Job Description (total positions: 1, posted on: Jul 5, 2018)

  • Responsible to ensure 100% compliance to all SBP/Internal instructions on complaint management.
  • Handling complaints addressed to the Management Board (MB) and of Regulatory Authorities.
  • Responsible to meet internal service standards by FMBLs Higher Management, to ensure effective follow-up and proper escalation matrix followed by high aging complaints.
  • Responsible to maintain 90% overall complaint closure timeliness at the month end.
  • Responsible to share root-cause analysis of complaints registered during a month with the Senior Management on monthly basis.
  • Responsible to conduct daily spot checks on the activities done on the complaints by Complaint Cell officers and share the result with the Head- Systems, Operations & Consumer Protection. And Complaint Cell team on    
  • Weekly basis.
  • To ensure training and grooming of staff with a view towards enhancing skill sets and facilitating career progression.
  • Perform additional duties in line with the current role, as and when requested by the Head- Systems, Operations & Consumer Protection.
  • Contribute to the identification of opportunities for continuous improvement of systems, processes, and practices within the function; taking into account ‘international best practice’, improvement of business processes, cost
  • Reduction and productivity improvement.
  • To visit & provide training to PAN Pakistan Branches, support segments of branch banking, and Concerned Functions.
  • Own the Risk Control Assessment exercise for Customer Complaint Cell.
  • Own all Customer Complaint Cell related audit results (internal and external) by addressing gaps identified in tandem with relevant stakeholders.
  • Ensure comprehensive, strategic MIS is formulated and circulated regularly to teamwork effective management overview of complaint.
  • Establish and maintain proper complaint closure, data consolidation and integrity protocol among the team.

Core Competencies:

  • Detail oriented.
  • Strategic and critical thinker.
  • Proficient in oral and written communication.

Professional Training:

  • Leadership
  • Time management
  • Relationship building

Technical Training:

  • High degree of knowledge of branch operations and its products and services.
  • Substantive knowledge in bank’s policies and procedures, credit policies, account servicing and management, client servicing and backroom operations.
  • Financial analysis.


  • Reporting to Head Systems and Operations


  • Head Office

About the Benefits:

  • Market Competitive Salary will be offered as per experience
  • FINCA Microfinance Bank Ltd is an Equal Opportunity Employer.

Banking/Financial Services
Job Type
Full Time/Permanent ( First Shift (Day) )
No Preference
Minimum Education
Career Level
Experienced Professional
Required Experience
1 Year - 3 Years(Responsible for managing and executing all activities under Customer Complaints Cell.)