Head - Operations Management & Service Planning jobs at United Bank Limited (UBL) 2023

@ United Bank Limited (UBL)

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🎓 Master Degree

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📍 Pakistan

Description:

United Bank Limited (UBL) has announced job vacancy of Head - Operations Management & Service Planning at Karachi.

The job responsibilities of Head - Operations Management & Service Planning at United Bank Limited (UBL) are:
This position will lead team of individuals who will manage Contact Center & Customer Care Support, Governance, Quality Assurance, Administrative controls and Monitoring functions along with continuously striving for International Recognition Certifications. Ensure seamless administrative & operational support clubbed with effective performance management capability and visibility of Service, Operational, performance and business KPIs.
• Lead capacity planning activities ensuring delivery against operational requirements
• Continuous reporting highlights of entire department with list of offering services, performance gaps, relative targets and deviation against period. Dashboard reporting, MIS etc.
• Support data analysis and presents insights to key stakeholders to take informed decisions for change management considerations.
• Design framework for dashboards to help key stakeholders understand health of business
• Governance & Controls - Help develop policies, strategic plans, frameworks, methodologies and procedures to blend risk management, compliance, and performance monitoring.
• Risk Management & Security - Ensuring the continuity of routine activities, and secure optimal risk-adjusted return through review and risk mapping. Controls include ID sharing, Data leakage, masking of information and securing customer PII also ensuring BCP/BIA of entire department
• Compliance – Regular checks across Contact Center & Customer Care for compliance of regulators guidelines, organization guidelines and department SOP
• Certification – Contact Center & Customer Care International Standard Organization Certifications and COPC for overall standard benchmarking
• Audit - Carry out comprehensive and detailed audit and reviews through an examination of the management controls within Contact Center & Customer Care by gathering and evaluating evidences for safeguarding assets, maintaining data integrity, and operating effectively to achieve the organization goals and objectives.
• Play pivotal role in establishing guidelines and rules for efficient human resource recruitment and development
• Develops and maintains effective communications to ensure employees have knowledge of training and new/updated product information.
• Creating and maintaining database which may require tracking, employment records, and grievances also Coordinating with vendor for job accessories job cards and emp. Ids etc.
• Retain and motivate all Contact Center & Customer Care employees via development of training programs and career pathing that challenge and grow employee skill sets.
• Vendor management, Inventory Management, Requisitions, Recording of items / billings & Controls
• Monitor / reports related to the expense and income and program revenue as well
• Ensure effective controls by keeping strong vigilance, Capital Exp. bills processing, Recording & procurements to keep vigilance on Capital Exp. Budgeting under different heads
• Co-ordination with Finance/IT Admin/Central Payment etc. on Capital Exp. Budgeting.
• Devise and establish quality procedures, standards, and specifications.
• Work closely with all internal stakeholders to establish quality requirements and customer expectations.
• Collection of Employees feedback and improvement plan
• Part of internal auditor panel to carryout routine audits of cross functional units with in contact center for ISO 9001 and ISO 27001 standards.
• Core member of the Management Review Committee.

Qualification:

• Master’s degree from an HEC Recognized Institute/University.
• 10 years’ experience is required in relevant department/ field.

Skills Required:
• Must have excellent interpersonal, communication and leadership skills.
• Must have strong Cross-functional Relation Building Skills
• Must have a clear understanding & complete knowledge of regulatory Guidelines, Process Management, and Quality Assurance Skills.
• Must have strong decision-making skills.

Employment Type:

This job offered by United Bank Limited (UBL) is a Full-Time position. The possible benefits of Full-time positions include: Stability, Growth, and More

Applications begins on:

The interested candidates/ job seekers can apply for the post of Head - Operations Management & Service Planning at United Bank Limited (UBL) from November 27, 2023

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Last Date to Apply:

The last date to apply for the post of Head - Operations Management & Service Planning at United Bank Limited (UBL) is December 04, 2023.

How To Apply:

• Apply online on given link below.

Submit your application:

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