Manager Social Care Unit

We are seeking an experienced professional to join our Service Quality Department at the Head Office in Karachi. The ideal candidate will have a strong background in marketing, communications, or media studies, combined with extensive experience in social media management and customer care. This role focuses on enhancing customer experience through effective complaint resolution, team leadership, and process improvement. The successful candidate will play a critical role in managing escalations, driving continuous improvement initiatives, and ensuring smooth operations within the social care function.

Key Responsibilities

- Oversee customer complaints, escalations, and sensitive cases, ensuring timely and effective resolution.
- Drive continuous improvement by analyzing customer feedback, social media trends, and team performance metrics.
- Develop and implement processes, service standards, and escalation frameworks to enhance overall customer experience.
- Ensure effective staffing, floor management, and shift coverage to maintain uninterrupted Social Care operations.

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 professional experience in social media, community management, digital customer care, or related areas.
- Strong leadership skills with experience in people management and coaching.
- Proven ability to manage stakeholders and handle escalations efficiently.
- Excellent analytical, problem-solving, and decision-making abilities.

Preferred Qualifications

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

This position offers the opportunity to work in a dynamic environment where leadership and strategic thinking are valued. The role requires a proactive approach to managing teams and processes that directly impact customer satisfaction and service quality. The deadline to apply for this position is November 13th, 2026.