Department: Service Quality Department – Customer Support Group

Meezan Bank Limited is seeking an experienced professional for the position of Manager Complaints at its Head Office in Karachi. The role involves managing the end-to-end complaint handling process, ensuring regulatory compliance, improving customer experience, and leading service quality initiatives.

Eligibility

Qualifications

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

Skills

• Expertise in FTF, business conduct, and compliance.
• Strong knowledge of real-time operations and TAT management.
• Proficiency in RCA, AHT, and FCR management.
• Strong team coaching and empathetic communication skills.
• Ability to manage high-volume complaint and grievance operations.

Experience

• More than 10 years of relevant work experience.
• At least 5 years of experience in a managerial role.

Key Responsibilities

• Design and manage end-to-end complaint handling processes while ensuring regulatory compliance and exceeding customer expectations.
• Monitor KPIs, complaint trends, and grievance channels to maintain FTF and service quality standards.
• Own the end-to-end customer experience across a high-throughput grievance ecosystem.
• Resolve high-priority customer complaints and continuously improve the overall grievance experience.
• Lead team training on products, service updates, and SBP regulations to ensure effective complaint resolution.
• Drive service quality improvements through root cause analysis and performance monitoring.

Department

Service Quality Department – Customer Support Group

Location

Head Office, Karachi, Sindh, Pakistan

Last Date to Apply

September 12, 2026

Important Note

Candidates should review the eligibility criteria and application deadline carefully before applying. Only shortlisted candidates may be contacted by the hiring organization.