Manager Email Channel

We are seeking an experienced professional to manage and oversee the Email Channel operations within our Customer Support Group. The ideal candidate will be responsible for ensuring timely and accurate responses to customer inquiries, maintaining service level agreements (SLAs) and turnaround times (TATs), and driving continuous improvements in service quality. This role requires strong leadership skills to coach and guide the team, manage escalations effectively, and deliver comprehensive performance reports. The position is based at our Head Office in Karachi.

Key Responsibilities

- Manage Email Channel operations by ensuring timely and accurate responses to customer emails while monitoring SLA/TAT adherence, backlog, productivity, and service KPIs.
- Handle customer complaints and escalations, ensuring timely resolution in compliance with company policies, regulatory requirements, and service standards.
- Lead and coach the Email Channel team, monitoring individual and team performance, and preparing daily, weekly, and monthly Management Information System (MIS) reports.
- Drive automation initiatives and process improvements aimed at enhancing the overall customer experience, improving documentation standards, ensuring quality assurance, and maintaining audit readiness.

Required Qualifications

- Minimum of a Bachelor’s degree, preferably a Master’s, from an HEC-recognized institute or university.
- At least 5 years of relevant managerial experience in customer service operations, particularly in high-volume and digital customer service environments.
- Proven ability to consistently meet SLAs, TATs, and maintain high-quality service standards.
- Strong written communication skills and expertise in customer relationship management.
- Demonstrated leadership capabilities, including team coaching and effective escalation management.

Preferred Qualifications and Benefits

- Qualification or certification in Islamic Finance will be considered an added advantage, enhancing the candidate’s suitability for the role.

This role offers the opportunity to contribute to a dynamic service quality department focused on delivering exceptional customer support. The deadline for applications is December 2nd, 2026. The position is located at the Head Office in Karachi.