Meezan Bank Limited is seeking a dynamic and experienced Manager Complaints to lead complaint resolution operations and strengthen customer service excellence. This role focuses on driving customer satisfaction, ensuring regulatory compliance, and improving the overall grievance management ecosystem through effective leadership and process optimization.

Eligibility Criteria

Qualifications

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

Skills Required

• Expertise in First Time Fix (FTF), Business Conduct & Compliance
• Strong understanding of real-time operations and TAT management
• Experience with RCA (Root Cause Analysis), AHT, and FCR management
• Team coaching, leadership, and empathetic communication skills
• Strong analytical and customer service orientation

Experience

• Minimum 10+ years of relevant professional experience
• At least 5 years in a managerial position

Key Responsibilities

• Design and manage end-to-end complaint handling processes while ensuring regulatory compliance and a superior customer experience.
• Monitor complaint trends, KPIs, and grievance channels to maintain service quality and FTF standards.
• Own and enhance the customer grievance journey across high-volume operational environments.
• Handle and resolve critical and high-priority customer complaints effectively.
• Lead team development through training on banking products, service updates, and SBP regulatory requirements.
• Drive continuous improvements to strengthen customer satisfaction and complaint resolution processes.

Department

Service Quality Department – Customer Support Group

Job Location

📍 Head Office, Karachi, Sindh, Pakistan

Application Deadline

🗓 12 June 2026

🚀 Join one of Pakistan’s leading Islamic banks and play a key role in delivering an exceptional customer experience journey.