Islamabad, Pakistan, June 2024 – Kashif Cheema has been appointed as the Unit Head Quality Assurance, Learning & Development at MCB Bank Limited. With over 18 years of experience in the banking sector, Kashif brings a wealth of knowledge and expertise to his new role.
Kashif Cheema has been with MCB Bank Limited for approximately 8.5 years. Prior to his current role, he served as the Unit Head Service Quality North for about 4.5 years. In this capacity, Kashif managed the service quality branch banking portfolio for the Business Area North. He specialized in customer experience enhancement using various tools such as Video Mystery Shopping, Service Attributes Monitoring Checklists, and Automated Services Indicators. Kashif was also involved in developing service scorecards, branch staff coaching, and conducting on-the-job training sessions.
Before that, Kashif held the position of Service Quality Manager at MCB Bank Limited for about 4 years. He led a team of Service Quality Analysts, aimed at improving the overall service experience for customers. His responsibilities included monitoring key service indicators, driving action plans for process improvement, conducting training and coaching sessions, and coordinating with external agencies for customer satisfaction surveys and mystery shopping.
Prior to joining MCB Bank Limited, Kashif worked at Allied Bank Limited for nearly 8 years as the Team Lead – Quality Assurance. His responsibilities included designing and developing internal service measures, conducting health checks, process reengineering, and organizing service management programs. He also managed customer support officers and conducted mystery shopping to ensure adherence to service standards.
Kashif’s earlier career includes roles as a Sales Manager at Standard Chartered Bank and a Tele Sales Supervisor at Union Bank.
MCB Bank Limited, established in 1947, is one of the largest banks in Pakistan with a customer base exceeding 7 million. The bank offers a wide range of products and services to meet the diverse needs of its customers. MCB Bank is known for its commitment to excellence in customer service and innovative banking solutions.
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