Job Description

Manager Email Channel

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

• Maintaining high-quality output in a fast-paced production environment
• Monitoring real-time volumes and managing resources to meet SLA targets
• Drafting professional, empathetic, and compliant responses
• Interpreting operational metrics (AHT, FCR) to optimize performance

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 routing logic for inbound emails within defined TATs.
• Analyzing email trends and driving remediation initiatives to optimize email flow.
• Championing and improving templates for clarity, consistency, and tone.
• Owning the end-to-end customer experience across the email channel.
• Ensuring compliance with internal standards and SBP guidelines.

Department:

Service Quality Department – Customer Support Group

Location:

Head Office - Karachi

Last Date:

June 12th, 2026