Regional Head - Customer Experience

Job Details
The role holder leads a region comprising of cluster of branches to maximize new business opportunities in key VC Products and deepen existing relationships with profitable clients through customer service which leaves a lasting impact. Creates an efficient operations environment where risks and costs are well controlled and processes are in compliance with local regulatory requirements.

The incumbent additionally is overall accountable for people management in the region assigned and effectively managing its talent
Job Description
Responsible for business development through typical activities like formulate/implement/monitor future strategies, sales plans and activities to acquire new customers, deepen existing relationships in the branch network, and align these with the business goals.
Manage the customer portfolio for profitable growth by deepening and widening the customer relationship through customer contact and cross sell programs.
Discuss, re-strategize with Branch managers for remedial actions. Support where necessary via joint customer calls and identify potential customer together with managers. Set network annual/intermediate sales goals.
Co-ordinate and facilitate work process improvements across Branch Network. Also inter-function, co-ordination with Centralised units and champion/drive/influence changes to occur in other Functions.
Control and periodic check operational risks and work flows. Review key operational risks and efficiency indicators to ensure health. Provide approvals/recommendations on Credit applications.
Responsible for Sales Mgmt. Provide mentoring and management to network staff. Manage staffing capacity, recruitment and manpower planning across branch network actively. Obtain staff morale and feedback; take action as indicated.
Identify training/ development and counseling needs and ensure these are met for all staff in the network.
Talent spotting to ensure appropriate exposure and career opportunities/ succession planning for performers in the Branch network.
Manage service delivery in the network to the highest competitive standards: set and monitor service standards for the network. Audit of expected behaviours, taking remedial
Qualifications & Skills
Business Graduate from a Higher Education Commission (HEC) Pakistan accredited varsity.
Eight years overall branch banking experience out of which at three years should be a similar lead role.
Knowledge and experience of credit risk analysis
Ability to provide effective leadership to Customer Relationship Management function
Current and expert knowledge on Legal & Regulatory framework governing banking in Pakistan
Fully aware of competition and range of banking products available to customers in Pakistan
Well honed skills in people and sales management
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