About this role
Eligibility
Qualifications
- Minimum Bachelor’s degree in Marketing, Communications, Media Studies, or a related field preferably a Master’s, from an HEC-recognized institute/university
- Qualification in Islamic Finance will be an added advantage.
Experience
- Minimum 4-7 years of relevant working experience.
Skills
- Proficiency in Social Media, Community Management & Moderation Tools
- Team Leadership, Coaching & Performance Management
- Customer Service, Communication & Escalation Management
- Analytical, Problem-Solving & Reporting Skills
Key Responsibilities
- Leading the Social Care team and ensuring timely, consistent, and quality responses across social channels.
- Managing customer complaints, escalations, and sensitive interactions in line with bank standards and protocols.
- Monitoring team performance against SLAs, KPIs, response times, and quality standards.
- Analyzing customer feedback and social trends and sharing actionable insights with relevant teams.
Department
Service Quality Department
Location:
Head Office - Karachi
Last Date:
November 13 th , 2026