Manager Email Channel

Job details

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 3rd, 2026