amir syed

• I use a creative approach to problem solving.

I am always energetic and eager to learn new skills.

Ensure implementation of Key Service Indicators (Branch Service Scorecard), and instructions issued by SQ Head Office from time to time.

Maintainclose coordination with Service QualityConsultants (SQCs) to understand the problems/hurdles faced by them and also provide properguidance and coachingto overcome their issues.

Conductmeeting with ServiceQuality Consultants (SQCs) every after three days and discussprevious branch visitsconducted by ServiceQuality Consultant (SQCs).

Work closely with Area Managers(Branch Banking) and timely communicate branch service relatedissues to them for immediate rectifications. Also escalatesuch issues to respective Regional Service Quality Manager (RSQM) in case of no resolution provided by respective Area Manager.

Conduct Surprise / Guidance visit of non-performing branches (especially Red SQ rating branches) on Key Service Indicators (KSIs).Furthermore, surprise visits should also be conductedfor Indigo SQ rating branchesin consultation with Regional Service

Quality Manager (RSQM). Visit for Indigo SQ rating branches is mainly for cross checking the surprise visit conducted by SQC.

Furthermore, it must be ensured that Regional Service Quality Manager (RSQM) is kept up to date about branch service quality issues.

Keep Regional Service Quality Manager (RSQM) informed about any unethical behavior/conduct by any branch staff with customers which is not in line with the Bank’s Fair Treatment of Consumers (FTC) policy Section 8.4 on Behavior and Work Ethics.

Conduct Mystery Calls on monthly basis for gauging the product knowledge and telephone service timeliness of branch staff for the branches assigned by Regional ServiceQuality Manager from time to time.

Analysisof the monthly branch performance report with an attempt to focus on the highlighted and severely affected areas thus working towards eradicating the issues.

Check the functionality of EQ machinesalong with LCD/LEDTV in branches during surprise visit and daily monitor EQ system of branches via online EQ system provided by Head Office.

Preparation and data inputtingof BSSC and observations report on monthly basis. Any other assignments related to ServiceQuality given by RSQM shouldbe completed on desired timeline.

Communicate ideas of serviceimprovements / processimprovements to RegionalService Quality Manager (RSQM) from time to time.

Coach and guide your respectiveteam members.

Conductmonthly meeting with respective Area Managers along with BranchManagers of the Area and discuss service issues and action plan for rectifications between 15th and 20th of every month

Conductnew branch orientation session along with respective SQC on BranchService Scorecards and its Key Service Indicators atleast 1 monthbefore conducting SQC surprise visit.

I Have done MBA in 2010 from university of peshawar .