Department: Service Quality Department – Customer Support Group

Eligibility

Qualifications

• Minimum Bachelor's degree, preferably Master's degree, 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.
• Strong written and customer communication skills.
• Leadership, coaching, and escalation management skills.

Experience

• Minimum 5 years of relevant managerial experience.

Key Responsibilities

• Manage Email Channel operations, ensuring timely and accurate responses while monitoring SLA/TAT, backlog, productivity, and service KPIs.
• Manage customer complaints and escalations, ensuring timely resolution and compliance with policies, regulations, and service standards.
• Lead and coach the Email Channel team while monitoring performance.
• Prepare daily, weekly, and monthly MIS reports.
• Drive automation and process improvements to enhance customer experience.
• Maintain proper documentation, quality assurance, and audit readiness.

How to Apply

Interested candidates should apply through the official Meezan Bank Careers Portal before the application deadline.