Head of Service Quality

Job Description

Title: Head of Service Quality

Company Name: Mutual Trust Bank PLC

Vacancy: 01

Age: At least 24 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 10 years
• The applicants should have experience in the following business area(s): Banks

Published: 2026-09-14

Application Deadline: 2026-09-24

Education:

• Bachelor’s/Master’s degree in a relevant discipline from a UGC-approved university.

• No third division/class or equivalent CGPA is allowed at any stage of the academic career.

• Preferably completed Banking Diploma courses (JAIBB & AIBB)

Requirements:

• At least 10 years
• The applicants should have experience in the following business area(s): Banks

Skills Required: Customer Feedback Management,Expertise on Customer Relationship Management (CRM) handling.,Financial/ Banking service,Process Improvement,Regulatory Compliance,Service Sector

Additional Requirements:

• Age At least 24 years

The ideal candidate should have:

• Knowledge of banking products, processes, policies, and service standards.

• Sound understanding of Bangladesh Bank regulations, particularly FICSD-related requirements.

• Expertise in Customer Experience, Service Quality, Complaint Management, and Service Audit.

• Ability to conduct root cause analysis and translate customer insights into actionable business recommendations.

• Organizational, leadership, communication, and stakeholder management skills.

• Ability to lead teams, drive service transformation, and influence stakeholders across functions.

• Customer orientation with the ability to establish a positive mindset toward customer feedback and complaints.

• A proactive, results-oriented approach with strong judgment and problem-solving capabilities.

Responsibilities & Context:

Job Grade: SAVP - VP
Department: Service Quality Department
Reporting to: DMD & CAMLCO

Mutual Trust Bank PLC. (MTB) is seeking an experienced and dynamic professional to lead its Service Quality Department and spearhead initiatives to build a best-in-class, customer-centric service culture across the Bank. The role will drive service excellence, enhance customer experience, strengthen complaint management, and ensure continuous improvement in service standards.

Key Responsibilities

• Develop and implement strategies to enhance the overall customer service experience in line with the Bank’s service standards and customer expectations.

• Monitor key service indicators to ensure smooth, timely, and error-free service delivery within defined SLAs.

• Lead and oversee complaint management and customer satisfaction initiatives, ensuring effective and timely resolution of customer concerns.

• Conduct service quality audits across branches, support functions, and contact centers to identify service gaps and process variances.

• Lead Mystery Shopping, Benchmarking, Telephonic Surveys, Customer Experience Surveys, and Focus Group Discussions to generate actionable customer insights.

• Conduct root cause analysis of customer dissatisfaction, operational lapses, service gaps, and process, policy, product, technological, and human errors.

• Develop and track corrective action plans with clear timelines to address identified service quality issues.

• Lead CCS & CMC meetings and provide Management Committee with insights on key service quality issues, complaint trends, root causes, and recommended remedial actions.

• Identify service-related training and development needs and coordinate with HR and MTBTI for appropriate interventions.

• Lead customer and employee engagement initiatives to strengthen a strong customer-centric culture across the Bank.

• Identify and recommend high-performing service providers for reward and recognition and recommend corrective measures where service standards are breached.

• Drive process development and re-engineering initiatives to meet or exceed industry benchmarks and customer expectations.

• Ensure effective knowledge management and address knowledge gaps among front-line and back-office employees.

• Maintain continuous liaison with internal stakeholders and relevant external authorities, including Bangladesh Bank (FICSD), on service quality and complaint-related matters.

• Lead, guide, monitor, and develop the Service Quality team to achieve departmental objectives.

Job Other Benifits:

Employment Status: Full Time

Job Work Place:

Company Information:

Gender: Both Male and Female can apply

Read Before Apply: Please apply only who are fulfilling all the requirements of this job

Category: Bank/ Non-Bank Fin. Institution