Mutual Trust Bank PLC

Job Grade: SAVP - VPDepartment: Service Quality DepartmentReporting to: DMD & CAMLCO Job Context Mutual Trust Bank PLC. (MTB) is looking for an experienced and dynamic professional to lead its Service Quality Department. The role will focus on building a customer-centric service culture, improving customer experience, strengthening complaint management, and driving continuous improvement in service quality and standards across the Bank. Key Responsibilities Develop and execute service quality strategies aligned with customer expectations and the Bank’s standards. Monitor key service indicators to ensure timely, accurate, and SLA-compliant service delivery. Oversee complaint management and customer satisfaction, ensuring prompt resolution of customer concerns. Conduct service quality audits across branches, support functions, and contact centers. Lead Mystery Shopping, Benchmarking, Telephonic Surveys, Customer Experience Surveys, and Focus Group Discussions to gather customer insights. Analyze the root causes of service gaps, customer dissatisfaction, operational issues, and process or system errors. Develop and monitor corrective action plans with defined timelines. Lead CCS & CMC meetings and provide Management with insights on service issues, complaint trends, and recommended actions. Identify training and development needs and coordinate relevant initiatives with HR and MTBTI. Drive customer and employee engagement programs to strengthen a customer-centric culture. Recommend recognition for high-performing service providers and corrective actions for service standard violations. Lead process improvement and re-engineering initiatives to enhance service standards and customer experience. Strengthen knowledge management and address knowledge gaps among front-line and back-office teams. Maintain coordination with internal stakeholders and relevant authorities, including Bangladesh Bank (FICSD), on service quality and complaints. Lead, mentor, and develop the Service Quality team to achieve departmental objectives.

Job grade: Up to FAVP Job Context The Associate Legal Manager will oversee the Bank’s litigation and legal recovery activities, including coordination with Panel Lawyers, legal notice issuance, case filing and follow-up, court representation, and ensuring timely resolution of legal matters. The role will also handle legal documentation and maintain updated case records in the case management system. Key Responsibilities Coordinate with Panel Lawyers to issue legal notices to defaulting borrowers under applicable banking and recovery laws. Initiate and file suits/cases on behalf of the Bank after completion of the required statutory notice period. Coordinate with Panel Law Chambers for court representation, hearings, depositions, witness testimony, and other legal procedures. Ensure proper collection, processing, and publication of court notices, summons, auction notices, and other legal documents. Maintain regular follow-up with Panel Law Chambers and court officials to minimize delays and expedite case disposal. Keep the Bank’s litigation/case management system updated with accurate case status and relevant legal records.