Customer Service Manager

Soneri Bank Limited, established in 1991 and publicly listed on Pakistan’s stock exchanges, operates over 670 branches nationwide, including remote and northern regions. The bank is committed to providing balanced banking services across urban and rural areas, with a particular focus on supporting small and medium-sized entrepreneurs. Soneri Bank offers competitive banking solutions, emphasizing export financing and quick credit decisions. Its branches are fully air-conditioned and computerized to ensure a comfortable and efficient customer experience. Supported by Sponsor Directors from the Rupali Group, the bank enjoys strong professional and financial backing, along with significant investments in industrial and commercial ventures.

The Customer Service Manager position is a full-time, on-site role based in Badin, responsible for managing branch-level customer service operations. This role involves leading the customer service team to ensure prompt resolution of inquiries, complaints, and service requests while maintaining high standards of customer satisfaction. The manager will monitor service quality metrics, implement process improvements, and ensure adherence to bank policies and regulatory requirements. Daily responsibilities include supervising front-line staff, collaborating with other departments to address complex issues, training team members on service protocols, and reporting performance trends to branch leadership. Additionally, the Customer Service Manager plays a key role in supporting business growth by building strong customer relationships and fostering a positive, professional banking environment.

Key Responsibilities
- Oversee daily customer service operations at the branch, ensuring timely and effective handling of customer inquiries and complaints.
- Lead, coach, and motivate the customer service team to deliver exceptional service in a high-volume environment.
- Monitor and analyze service quality metrics to identify trends and implement process improvements.
- Ensure compliance with bank policies, procedures, and regulatory requirements.
- Coordinate with internal departments to resolve complex customer issues efficiently.
- Conduct training sessions for team members on customer service protocols and best practices.
- Prepare and present performance reports to branch management, highlighting key service indicators and improvement areas.
- Foster strong relationships with customers to enhance satisfaction and support business growth.
- Promote a professional and welcoming banking atmosphere within the branch.

Required Qualifications
- Strong customer-focused skills, including expertise in Customer Satisfaction, Customer Service Management, and Customer Support.
- Well-developed analytical abilities to interpret service data, identify trends, and recommend actionable improvements.
- Excellent communication skills for effective interaction with customers, team members, and internal stakeholders.
- Proven experience in branch banking, financial services, or a similar customer-facing leadership role.
- Demonstrated ability to lead, coach, and motivate teams in a fast-paced service environment.
- Proficiency with banking systems and basic office software applications. Familiarity with service quality standards and regulatory requirements is advantageous.
- Bachelor’s degree in Business, Finance, Management, or a related field. Relevant professional certifications are considered a plus.

This role offers the opportunity to contribute to a reputable bank with a strong presence across Pakistan, supporting both urban and rural communities. The position demands a proactive leader committed to delivering excellent customer service and driving continuous improvement within the branch.