Manager Complaints

Job details

Manager Complaints Eligibility Qualifications • Minimum Bachelor’s degree preferably a Master’s from an HEC-recognized institute/university. • Qualification in Islamic Finance will be an added advantage. Skills • FTF, Business Conduct & compliance expertise. • Real-time operations & TAT management. • RCA, AHT & FCR management skills. • Team coaching & empathetic communication. Experience • More than 10 years of relevant work experience, with at least 5 years in a managerial role. Key Responsibilities • Designing and managing end-to-end complaint handling while ensuring regulatory compliance and exceeding customer expectations. • Monitoring 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 eco-system. • Resolving high-priority customer complaints and improving the overall grievance experience. • Leading team training on products, service updates, and SBP regulations to ensure effective resolutions. Department: Service Quality Department – Customer Support Group Location: Head Office - Karachi Last Date: September 12th, 2026