Department: Service Quality Department – Customer Support Group

Meezan Bank Limited is seeking an experienced and capable professional for the position of Manager Email Channel at its Head Office in Karachi. The successful candidate will be responsible for managing email channel operations, ensuring service quality, handling customer escalations, and driving operational improvements.

Eligibility Criteria

Qualifications

• Minimum Bachelor's degree, preferably Master's, from an HEC-recognized institute/university.

• Qualification in Islamic Finance will be an added advantage.

Skills

• Experience in high-volume and digital customer service operations.

• Proven ability to meet Service Level Agreements (SLAs), Turnaround Times (TATs), and quality standards.

• Strong written communication and customer relationship management skills.

• Leadership, team coaching, and effective escalation management abilities.

Experience

• Minimum 5 years of relevant managerial experience.

Key Responsibilities

• Manage Email Channel operations, ensuring timely and accurate responses while monitoring SLAs, TATs, backlogs, productivity, and service KPIs.

• Handle customer complaints and escalations, ensuring timely resolution and compliance with policies, regulations, and service standards.

• Lead and coach the Email Channel team, monitor performance, and prepare daily, weekly, and monthly MIS reports.

• Drive automation and process improvements to enhance customer experience, documentation, quality assurance, and audit readiness.

How to Apply

Interested and eligible candidates are encouraged to apply through Meezan Bank Limited's official careers portal before the closing date.

Last Date to Apply: December 2, 2026