• Review and audit customer complaints logged in the Complaint Management System (CMS) to ensure completeness, accuracy, and proper categorization.
• Ensure all complaints are acknowledged and resolved within defined Turnaround Time (TAT) in line with SBP and internal policies.
• Validate complaint resolutions for fairness, correctness, and customer-centricity before closure.
• Support handling and quality review of SBP-related complaints, including Sunwai Portal cases.
• Ensure regulatory complaints are documented, tracked, and resolved as per SBP guidelines.
• Highlight potential regulatory risks, repeat issues, or non-compliance trends to management.
• Conduct root cause analysis (RCA) on recurring complaints and systemic issues.
• Identify process gaps, control weaknesses, and service deficiencies.
• Share complaint trends, insights, and lessons learned with branches and relevant departments.
• Liaise with internal teams (Operations, IT, Branch/Branchless Banking, Digital, Product, Compliance) to ensure timely and effective complaint resolution.
• Follow up on pending actions and ensure accountability across stakeholders.
• Prepare periodic QA reports, dashboards, and MIS for senior management.
• Provide actionable recommendations to improve complaint handling standards and customer experience.
• Ensure Complaint Management policies, SOPs, and escalation matrices are consistently followed.
• Maintain proper documentation for audit, regulatory inspections, and management reviews.
• Act as a quality ambassador by promoting a customer-first mindset across branches and support functions.
• Recommend and support the implementation of a comprehensive Customer Care Program to enhance service culture at the branch level.
. Demonstrate professionalism, confidentiality, and ethical behavior at all times while dealing with customer information and complaints.
1. Complaint Quality & Compliance Monitoring
• Review and audit customer complaints logged in the Complaint Management System (CMS) to ensure completeness, accuracy, and proper categorization.
• Ensure all complaints are acknowledged and resolved within defined Turnaround Time (TAT) in line with SBP and internal policies.
• Validate complaint resolutions for fairness, correctness, and customer-centricity before closure.
2. Regulatory & SBP Liaison Support
• Support handling and quality review of SBP-related complaints, including Sunwai Portal cases.
• Ensure regulatory complaints are documented, tracked, and resolved as per SBP guidelines.
• Highlight potential regulatory risks, repeat issues, or non-compliance trends to management.
3. Root Cause Analysis & Continuous Improvement
• Conduct root cause analysis (RCA) on recurring complaints and systemic issues.
• Identify process gaps, control weaknesses, and service deficiencies.
• Share complaint trends, insights, and lessons learned with branches and relevant departments.
4. Stakeholder Coordination
• Liaise with internal teams (Operations, IT, Branch/Branchless Banking, Digital, Product, Compliance) to ensure timely and effective complaint resolution.
• Follow up on pending actions and ensure accountability across stakeholders.
5. Reporting & Management Information
• Prepare periodic QA reports, dashboards, and MIS for senior management.
• Provide actionable recommendations to improve complaint handling standards and customer experience.
6. Policy Adherence & Documentation
• Ensure Complaint Management policies, SOPs, and escalation matrices are consistently followed.
• Maintain proper documentation for audit, regulatory inspections, and management reviews.
7. Service Culture Advocacy
• Act as a quality ambassador by promoting a customer-first mindset across branches and support functions.
• Recommend and support the implementation of a comprehensive Customer Care Program to enhance service culture at the branch level.
8. Professional Conduct
Demonstrate professionalism, confidentiality, and ethical behavior at all times while dealing with customer information and complaints.
• Bachelor’s degree (Business, Finance, Banking, or related field preferred)
• 2–5 years of experience in Complaint Handling, Quality Assurance, Customer Experience, or Banking Operations
• Prior exposure to Complaint system, regulatory complaints, or audit processes is an advantage.
• Strong analytical and quality assessment skills
• Excellent written and verbal communication
• Sound understanding of banking products, complaint regulations, and SBP guidelines
• Ability to perform root cause analysis and data-driven reporting
• Stakeholder management and coordination
• Attention to detail and documentation accuracy
Job Locations:
Head Office
About MMBL:
Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 114 branches and 270,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion.
MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.
Why Join MMBL ?
This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavor.