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Management
History:
Faysal Bank started operations in Pakistan in 1987, first as a branch set-up of Faysal Islamic
Bank of Bahrain and since 1995 as a locally incorporated Pakistani bank under the present name
of Faysal Bank Limited. On January 1, 2002, Al Faysal Investment Bank Limited, another group
entity in Pakistan, merged into Faysal Bank Limited which resulted in a larger, stronger and
much more versatile institution. In fact it has the highest share capital amongst private banks in
Pakistan and is amongst the largest in terms of equity.
Faysal Bank Limited is a full service banking institution offering consumer, corporate and
investment banking facilities to its customers. The Bank’s widespread and growing network of
branches in the four provinces of the country and Azad Kashmir, together with its corporate
offices in major cities, provides efficient services in an effective manner.
HR department sets the rewards (salaries, bonuses etc) according to the performance and the
target achievement of the employees, If one is working satisfactorily and efficiently then he is
awarded with such incentives that will motivate others to do well. If the performance shows
downfall, he is warned.
The Manager of each branch is responsible for the appraisal of the employees. Then on the basis
of appraisal, promotion and salary increments are awarded.
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Institute of Business Administration
Job Analysis of a “CSO” Human Resource
Management
Faysal bank is one the renowned entities in the country and has a very stable organizational
structure the position of CSO in the organization chart and the process chart of CSO is as
follow:
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Institute of Business Administration
Job Analysis of a “CSO” Human Resource
Management
• Faysal Bank for writing job description and job specification intensely focus on the
immediate supervisor interview and branch manger verification
• The file of the previous customer service officer is checked and analyzed for the
information collection.
• Observation of a whole year time period of the work of CSO is done to collect
information about the duties and responsibilities.
JOB DESCRIPTION:
1: JOB IDENTIFICATION:
DEPARTMENT OPERATIONS
2. JOB SUMMARY:
Provide highest level of personalized service to customers through proper handling, timely
assistance, promptly attending to their queries and complaints, catering to their personal banking
needs and building a strong and cordial relationship to avoid dissatisfaction.
Relationships:
• Reports to: Operational manger
• Supervises: None
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Institute of Business Administration
Job Analysis of a “CSO” Human Resource
Management
4. Other Responsibilities:
1. Backup of other Customer Services Officers (CSO)
2. To generate business through local sales promotion, in-branch walk in customers and
marketing calls on existing as well as potential individual customer to increase sales
thereby increasing the branch business.
3. Coordinate the sales effort of sales team where needed and to forge strong rapport with
the customers to ensure strengthening of relationship on an ongoing basis,
4. Maintain a high standard of appearance of the customer service center and self.
5. Any other responsibility assigned by Operations manager/ Branch Manager.
5. Authority of Incumbent:
The customer service officers are basically data collectors and maintainers so they have very
limited authority mostly rejection of application due to incomplete information
6. Standards of Performance:
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Institute of Business Administration
Job Analysis of a “CSO” Human Resource
Management
7. Working Conditions
A desk job in an fully air conditioned branch of Faysal Bank in friendly and comfortable
environment at Lahore.
JOB SPECIFICATION:
Job specification is written by the Branch Manger and is handed over to the head office of HRM
department in Karachi
1. MINIMUM QUALIFICATIONS:
Education/Experience:
A combination of education and experience that would likely provide the required knowledge
and skills is qualifying. A preferable way to obtain the knowledge and skills would be
2. Knowledge Of:
A broad range of codes and regulations related to providing service and customer dealing,
modern office procedures and computer equipment including the use of personal computers;
English usage, spelling, grammar, and punctuation; arithmetic, including percentages.
3. Ability To:
Lead the work of staff involved in problem solving to investigate, resolve and/or process
customer queries, and /or concerns; apply specialized knowledge and skills to handle customer
inquires regarding special programs, services, rates, and fees; maintain a high level of skill in
written and verbal communication, interpersonal communications, and salesmanship
Communication abilities: should be polite humble flexible and should have control and emotions
should be of a sound mind and good physical health and presentable personality
JOB SPECIFICATION
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Institute of Business Administration
Job Analysis of a “CSO” Human Resource
Management
• Excellent service attitude with good interpersonal, communication and team skills
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Institute of Business Administration