About this role
Eligibility
Qualifications
- Minimum Bachelor's preferably Master's from an HEC recognized institute/university.
- Qualification in Islamic Finance will be an added advantage.
Skills
- Experience in High-volume and Digital customer service.
- Proven ability to meet SLAs/TATs and quality standards
- Strong written communication and customer relationship management.
- Leadership, team coaching, and effective escalation management
Experience
- Minimum 5 years of relevant managerial experience.
Key Responsibilities
- Managing Email Channel operations, ensuring timely, accurate responses and monitoring SLA/TAT, backlog, productivity, and service KPIs.
- Managing customer complaints and escalations while ensuring timely resolution and compliance with policies, regulations, and service standards.
- Leading and coaching the Email Channel team while monitoring performance and preparing daily, weekly, and monthly MIS reports.
- Driving automation and process improvements to enhance customer experience, documentation, quality assurance, and audit readiness.
Department
Service Quality Department – Customer Support Group
Location:
Head Office - Karachi
Last Date:
December 2nd, 2026