Job Description

Eligibility

Qualifications

• Minimum Bachelor’s degree in Marketing, Communications, Media Studies, or a related field preferably a Master’s, from an HEC-recognized institute/university
• Qualification in Islamic Finance will be an added advantage.

Experience

• Minimum 4-7 years of relevant working experience.

Skills

• Proficiency in Social Media, Community Management & Moderation Tools
• Team Leadership, Coaching & Performance Management
• Customer Service, Communication & Escalation Management
• Analytical, Problem-Solving & Reporting Skills

Key Responsibilities

• Leading the Social Care team and ensuring timely, consistent, and quality responses across social channels.
• Managing customer complaints, escalations, and sensitive interactions in line with bank standards and protocols.
• Monitoring team performance against SLAs, KPIs, response times, and quality standards.
• Analyzing customer feedback and social trends and sharing actionable insights with relevant teams.

Department

Service Quality Department

Location:

Head Office - Karachi

Last Date:

November 13th, 2026