Job Analysis of a “CSO” Human Resource

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.

Human Resource Department of Faysal Bank:

Main HR Department is located at Faysal Bank Head Office Karachi. There are HR Co-
coordinators in each branch of Faysal Bank which supervises the applications and practices of
HR department. If in any branch of Faysal Bank, a particular vacancy is to be filled, the applicant
will make contact to the Branch Manager of that particular branch which will refer the candidate
to the Head Office. All the recruitment and selection process will be will be conducted at Head
Office. Then the Head Office selects the candidate on the basis of information provided by the
candidate. The selection process includes the testing and interview process. After selection, the
employees are then transferred to their particular branches, where the duties are assigned to them
as well as training is provided them on the basis of their nature of job.

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.

Job Analysis of Customer Service Officer at

Faysal Bank:
Basically there is a Job Description and Job Specification for a almost all the jobs in Faysal
Bank. But changes in banking system and size of operations is affecting the duties and
responsibilities of job
JOB ANALYSIS Method:
Step 1: What, Why and How to collect information:
To collect information about the duties and responsibilities of
CSO to write the job description and specification through interview of subject matter analysts

Step 2 Collect the Relevant Information

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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:

THE ORGANIZATION CHART OF FAYSAL

BANKS BRANCH

The Process Chart for CSO’S job

Step 3: Select a Sample:

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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.

Step 4: Collect Information:

Information for conducting job analysis was collected in accordance with the banks policy and
structured interview was conducted with the operational manager and branch manager.

Step 5: Write job description and specification

JOB DESCRIPTION:
1: JOB IDENTIFICATION:

JOB TITLE: CUSTOMER SERVICE OFFICER

JOB CODE 10001

REPORTS TO OPERATIONAL MANGER

LOCATION GHAZI CHOWCK BRANCH TOWNSIP

LAHORE.
DATE 6-12-2209

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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Management

• Works with: Staff manger relationship with other CSO’s

• Outside the company: None

3. Responsibilities and Authorities:

1. Timely handling of all front office activities associated with the opening of customer
accounts at the branch to enhance customer satisfaction and process efficiently.
2. Providing all the financial facilities to customer including checkbook and term certificate
issuance, locker operating, pay order, demand draft, etc.
3. Maximize sales of banks’ product/ services to meet targets assigned with regards to
Deposits/ Risk/ Assets/ Customer Finance.
4. Receipt of ATM forms and timely issuance of ATM card.
5. Manage and handle processing and operations of all FCU related activities of the branch
including printing of all associated reports, clearing of checks and assisting in bank
statement preparation
Compliance
1. Positive internal audit rating with low incidents of audit objects.
2. Complete adherence to FBL’s SOPs as per laid policies and procedures.
3. Full compliance with SBP and other regulatory requirements.

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:

The performance standards are given following weighted category wise

• Related work 60%
• Abilities 20%
• Target achieved 20%

Other standards are as follow:

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• Check book providing: 10 minutes

• Term certificate issuance: 15 minutes
• Locker operating: 10 minutes
• Pay order/demand drafts: 15 minutes
• Other letter required by 15 minutes
the customer
• Clearing: 20 minutes
• Account opening: 1-3 days

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

• Education: A graduate in the commerce or business subjects can be a simple or honors.

Higher education is also applicable
• Experience: fresh graduates and experienced staff are both eligible for the post.

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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• Good PC knowledge and typing skills

• Customer-oriented with good communication skills is essential

• Excellent service attitude with good interpersonal, communication and team skills

• With telesales and customer service experience is an advantage

• Proficient in written & spoken in Mandarin

• Fresh graduate applicant also welcome

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