Manager Email Channel

We are seeking an experienced professional to manage the Email Channel operations within our Service Quality Department, Customer Support Group. The ideal candidate will have a strong background in high-volume and digital customer service, with proven leadership skills and the ability to drive process improvements. This role requires managing customer interactions efficiently, ensuring compliance with service standards, and leading a team to achieve performance targets. The position is based at our Head Office in Karachi.

Key Responsibilities

- Oversee Email Channel operations by ensuring timely and accurate responses to customer inquiries while monitoring SLA/TAT adherence, backlog management, productivity, and service KPIs.
- Handle customer complaints and escalations, ensuring prompt resolution in compliance with company policies, regulatory requirements, and quality standards.
- Lead, coach, and motivate the Email Channel team, continuously monitoring their performance and preparing detailed daily, weekly, and monthly MIS reports.
- Drive automation initiatives and process improvements aimed at enhancing customer experience, improving documentation, maintaining quality assurance, and ensuring audit readiness.

Required Qualifications

- A minimum of a Bachelor’s degree is required, with a Master’s degree preferred, from an HEC-recognized institute or university.
- At least 5 years of relevant managerial experience in customer service or a related field.
- Demonstrated experience in managing high-volume and digital customer service channels.
- Proven ability to consistently meet Service Level Agreements (SLAs), Turnaround Times (TATs), and maintain high-quality standards.
- Strong written communication skills and expertise in customer relationship management.
- Leadership capabilities including team coaching and effective escalation management.

Preferred Qualifications

- Qualification or certification in Islamic Finance will be considered an added advantage.

This role offers the opportunity to contribute to a dynamic team focused on delivering exceptional customer support and operational excellence. The successful candidate will play a key role in enhancing service quality through leadership and innovation.

Location: Head Office, Karachi
Application Deadline: December 2nd, 2026