To visit assigned branches for conducting quality reviews of critical areas / process and their compliance to SBP instruction and banks internal policies / proceduresPreparing review reports on given timeframe for onward submissionTo develop good understanding and continue to enhance the knowledge of operational processes, polices and regulatory requirements in identifying & documenting non-compliance in order to improve the quality of control environment of bankTo assist Manager Compliance in performing risk assessment of the branches as per the guidance provided with the defined procedures in order for preparing risk-based review planTo assist manager compliance in identifying the exceptions in the implemented processes by documenting the work so that they can be made part of a report for managements information and action in accordance with the policies & proceduresTo assist manager Compliance in identifying & documenting the internal audit & SBP inspection issues and make available for discussion so that an effective review is performedTo share with Manager Compliance, out of the box ideas to increase the quality by new reports, challenging the old ones, in order to explore creative ways to eliminate exceptions in the processes & for a better control environmentTo perform deep dive analysis for issues which seems of critical nature till end to understand complete chain and their consequences on other areas / processesTo Provide guidance and assistance to branch by explaining the correct procedure & the key regulatory requirement in order to enhance the understanding of branch staff and therefore improved quality of processing, reducing exceptions and repeatsTo ensure proper guidance and training to branch staff after compliance review of assigned branches

• To visit allocated branches on monthly basis to ensure that branches are following the given service guidelines; to share the report with the Regional & Head Office Management.
• To conduct periodic visits of allocated area branches according to given assessment plan and monitor specific key service indicators, identify gaps in processes and facilitate remedial actions.
• To identify core competencies and areas of improvement and share with the relevant stakeholders.
• To roll out monthly score card for all branches.
• To ensure that Branch Managers are conducting Monthly Service Meetings in the branches, branch Service Score Card is being reviewed / discussed and corrective measures are being taken to further improve branch service performance.
• To conduct analysis and then guide and coach the branch staff on weak areas.
• To make calls to all branch on monthly basis in order to assess the call timeliness, effectiveness and product knowledge
• To work as a ‘Facilitator’ for all service related activities for all branches
• To Ensure that customers’ complaints are resolved within TAT.

MAR 2011-JUN-2013:

• Account Opening
• ATM Balancing
• Cheque Books
• Capture Cards
• TDR
• Lockers
• Clearing
• Remittance
• Tax
• Compliance
• Service Quality
• Customer Services
• Deposit Targets (Monthly/Annually)


JUL 2013-JAN 2017:

• To monitor the implementation of Service Quality Policies issued by Head Office from time to time.
• To act as a focal point between branches and Service Quality Department at HO.
• To check whether daily checklist and FTM sheet is properly maintained and that the designated team members are performing their duties.
• To check PBO & BDO’s desks & draws for any AOF, Cheque books, ATM cards, E-Forms, etc. and monitor the safe custody of ATM Cards by delegated card custodian.
• To check whether all AOF are correctly marked with date & time stamp and timely opened, authorized & sent to CAO.
• To check the timely resolution of all discrepancies in AOF.
• To check whether physical AOF and documents are dispatched to CAO within the defined TAT and wheteher POD/receiving is retained and maintained by the branch.
• To check whether Notice board is updated and properly maintained.
• To check whether E-Form requests for SMS, PB, ATM cards etc., are timely initiated of active accounts taken from T24 report maintained by the branch on a daily basis.
• To monitor whether customer replacement card requests are timely initiated.
• To monitor whether the rejected ATM Card request during the production is timely re-initiated.
• To monitor the timely collection of ATM cards by branches from HO.
• To check whether the register for ATM cards received is updated and properly maintained
• To monitor the call intimation for ATM card collection (as per the predefined format).
• To check whether ATM balancing is timely and properly done, which is also followed by the settlement of overage/ shortage of cash, cash settlement in customer’s account and the execution and maintenance of relevant record i.e. Annexure A, B &