Manager Social Care Unit

This role requires an experienced professional to lead and manage social media, community management, and digital customer care functions within the organization. The ideal candidate will be responsible for handling customer complaints, escalations, and sensitive cases with a focus on timely resolution and maintaining high service standards. They will drive continuous improvement by analyzing customer feedback, social media trends, and team performance, while ensuring effective staffing and operational management to support seamless social care services.

Key Responsibilities

- Oversee customer complaints, escalations, and sensitive cases, ensuring they are resolved promptly and effectively.
- Drive continuous improvement initiatives by leveraging customer feedback, monitoring social media trends, and analyzing team performance metrics.
- Develop and implement processes, service standards, and escalation frameworks aimed at enhancing the overall customer experience.
- Manage staffing requirements, floor operations, and shift coverage to ensure uninterrupted social care services.
- Lead and coach the team to improve performance and maintain high-quality service delivery.
- Handle stakeholder management and escalation processes with professionalism and efficiency.

Required Qualifications

- Minimum Bachelor’s degree in Marketing, Communications, Media Studies, or a related field from an HEC-recognized institute or university.
- At least 8 years of relevant experience in social media management, community management, or digital customer care.
- Strong leadership skills with experience in people management and coaching.
- Proficient in stakeholder management and escalation handling.
- Excellent analytical, problem-solving, and decision-making abilities.

Preferred Qualifications and Benefits

- A Master’s degree in a related field is preferred.
- Qualification or certification in Islamic Finance will be considered an added advantage.

This position is based at the Head Office in Karachi and reports to the Service Quality Department. The deadline for applications is November 13th, 2026.