Team Leader Social Care Unit

Job details

Eligibility Qualifications • Minimum Bachelor’s degree in Marketing, Communications, Media Studies, or a related field preferably a Master’s, from an HEC-recognized institute/university • Qualification in Islamic Finance will be an added advantage. Experience • Minimum 4-7 years of relevant working experience. Skills • Proficiency in Social Media, Community Management & Moderation Tools • Team Leadership, Coaching & Performance Management • Customer Service, Communication & Escalation Management • Analytical, Problem-Solving & Reporting Skills Key Responsibilities • Leading the Social Care team and ensuring timely, consistent, and quality responses across social channels. • Managing customer complaints, escalations, and sensitive interactions in line with bank standards and protocols. • Monitoring team performance against SLAs, KPIs, response times, and quality standards. • Analyzing customer feedback and social trends and sharing actionable insights with relevant teams. Department Service Quality Department Location: Head Office - Karachi Last Date: November 13th, 2026