Job Description

Manager Complaints

Eligibility

Qualifications

• Minimum Bachelor’s degree preferably a Master’s from an HEC-recognized institute/university.
• Qualification in Islamic Finance will be an added advantage.

Skills

• FTF, Business Conduct & compliance expertise.
• Real-time operations & TAT management.
• RCA, AHT & FCR management skills.
• Team coaching & empathetic communication.

Experience

• More than 10 years of relevant work experience, with at least 5 years in a managerial role.

Key Responsibilities

• Designing and managing end-to-end complaint handling while ensuring regulatory compliance and exceeding customer expectations.
• Monitoring KPIs, complaint trends, and grievance channels to maintain FTF and service quality standards.
• Owning the end-to-end customer experience across a high-throughput grievance ecosystem.
• Resolving high-priority customer complaints and improving the overall grievance experience.
• Leading team training on products, service updates, and SBP regulations to ensure effective resolutions.

Department:

Service Quality Department – Customer Support Group

Location:

Head Office - Karachi

Last Date:

June 12th, 2026