Manager Email Channel

Eligibility Qualifications Minimum Bachelor's preferably Master's 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. Written & Customer Communication Leadership, Coaching & Escalation Management Experience Minimum 5 years of relevant managerial experience. Key Responsibilities Managing Email Channel operations, ensuring timely, accurate responses and monitoring SLA/TAT, backlog, productivity, and service KPIs. Managing customer complaints and escalations while ensuring timely resolution and compliance with policies, regulations, and service standards. Leading and coaching the Email Channel team while monitoring performance and preparing daily, weekly, and monthly MIS reports. Driving automation and process improvements to enhance customer experience, documentation, quality assurance, and audit readiness. Department: Service Quality Department – Customer Support Group Location: Head Office - Karachi Last Date: October 3 rd , 2026