Head - Operations Management & Service Planning jobs at United Bank Limited (UBL) 2023
@ United Bank Limited (UBL)
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Experience Level:
Senior Level
Submissions begins on:
2023-11-27
Job Posted at:
2023-11-27 18:17:25
Submission Deadline:
2023-12-04
Disable Quota:
Not Mentioned
Female Quota:
Not Mentioned
Minority Quota:
Not Mentioned
Eligiblity/ Qualifications:
Location Type:
Physical / On-site
Employer Contact Email:
customer.services@ubl.com.pk
Employer Contact Phone:
+92 21 32446949
Employer Address:
Contact Center & Customer Care,
1st Floor, UBL Warehouse Building,
Mai Kolachi Road, Karachi.
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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.
β’ Lead capacity planning activities ensuring delivery against operational requirements
β’ Continuous reporting highlights of entire department with list of offering services, performance gaps, relative targets and deviation against period. Dashboard reporting, MIS etc.
β’ Support data analysis and presents insights to key stakeholders to take informed decisions for change management considerations.
β’ Design framework for dashboards to help key stakeholders understand health of business
β’ Governance & Controls - Help develop policies, strategic plans, frameworks, methodologies and procedures to blend risk management, compliance, and performance monitoring.
β’ 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
β’ Compliance – Regular checks across Contact Center & Customer Care for compliance of regulators guidelines, organization guidelines and department SOP
β’ Certification – Contact Center & Customer Care International Standard Organization Certifications and COPC for overall standard benchmarking
β’ 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.
β’ Play pivotal role in establishing guidelines and rules for efficient human resource recruitment and development
β’ Develops and maintains effective communications to ensure employees have knowledge of training and new/updated product information.
β’ 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.
β’ Retain and motivate all Contact Center & Customer Care employees via development of training programs and career pathing that challenge and grow employee skill sets.
β’ Vendor management, Inventory Management, Requisitions, Recording of items / billings & Controls
β’ Monitor / reports related to the expense and income and program revenue as well
β’ Ensure effective controls by keeping strong vigilance, Capital Exp. bills processing, Recording & procurements to keep vigilance on Capital Exp. Budgeting under different heads
β’ Co-ordination with Finance/IT Admin/Central Payment etc. on Capital Exp. Budgeting.
β’ Devise and establish quality procedures, standards, and specifications.
β’ Work closely with all internal stakeholders to establish quality requirements and customer expectations.
β’ Collection of Employees feedback and improvement plan
β’ Part of internal auditor panel to carryout routine audits of cross functional units with in contact center for ISO 9001 and ISO 27001 standards.
β’ Core member of the Management Review Committee.
Qualification:
β’ Masterβs degree from an HEC Recognized Institute/University.
β’ 10 yearsβ experience is required in relevant department/ field.
Skills Required:
β’ Must have excellent interpersonal, communication and leadership skills.
β’ Must have strong Cross-functional Relation Building Skills
β’ Must have a clear understanding & complete knowledge of regulatory Guidelines, Process Management, and Quality Assurance Skills.
β’ 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
.
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:
β’ Apply online on given link below.
Submit your application:
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