Eligibility
Qualifications
- Minimum Bachelor's preferably Master's from an HEC recognized institute/university (Professional certification will be an added advantage).
- Qualification in Islamic Finance will be an added advantage.
Skills
- Experience in high-volume email and digital customer service.
- Proven ability to meet SLAs/TATs and quality standards.
- Written & Customer Communication
- Leadership, Coaching & 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:
October 3rd, 2026
