Department: Transformation
Management Level: Senior Level
Education Required: Bachelor’s Degree

Job Overview

UBL is seeking a dynamic and experienced Senior Manager – VRM Channel to lead the strategy, development, and performance of the Virtual Relationship Management (VRM) channel. The role is part of the bank’s Transformation function and focuses on enhancing digital customer engagement, optimizing remote banking services, and improving overall customer experience through innovative solutions.

The ideal candidate will be responsible for driving channel growth, managing VRM operations, implementing digital initiatives, and ensuring service excellence aligned with UBL’s strategic goals.

Key Responsibilities

• Lead and manage the Virtual Relationship Management (VRM) channel to deliver superior remote banking services.

• Develop and implement strategies to enhance customer engagement and digital service adoption.

• Monitor VRM performance metrics and drive initiatives to improve productivity, service quality, and customer satisfaction.

• Collaborate with cross-functional teams including digital banking, IT, operations, and product teams to enhance the VRM platform.

• Ensure compliance with banking regulations, internal policies, and risk management frameworks.

• Identify opportunities to optimize processes, automate workflows, and introduce innovative customer interaction models.

• Manage and mentor VRM team members to achieve operational and service targets.

• Analyze customer data and feedback to improve channel performance and service delivery.

Required Qualifications & Skills

• Bachelor’s Degree in Business Administration, Finance, Management, or a related field.

• Extensive experience in banking, digital channels, or customer relationship management.

• Strong leadership and team management skills.

• Experience with digital banking platforms, customer engagement tools, and remote service channels.

• Excellent analytical, communication, and stakeholder management abilities.

• Strong understanding of banking operations, compliance, and customer service best practices.

Why Join UBL?

• Opportunity to work in a leading financial institution in Pakistan.

• Be part of the digital transformation journey of the bank.

• Work with talented professionals in a dynamic and innovative environment.

• Competitive compensation and career growth opportunities.