Job Description

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