Team Leader Social Care Unit

Meezan Bank - Careers | Job Opportunities | Islamic Banking

Karachi , Pakistan

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We are seeking a dynamic and experienced professional to lead our Social Care team within the Service Quality Department at our Head Office in Karachi. The ideal candidate will have a strong background in marketing, communications, or media studies, combined with substantial experience in social media management and customer service. This role demands a proactive leader who can ensure timely and high-quality responses across social channels while managing escalations and maintaining service standards aligned with the bank’s protocols.

Key Responsibilities
- Lead and oversee the Social Care team to deliver consistent, timely, and quality responses across all social media platforms.
- Manage customer complaints, escalations, and sensitive interactions, ensuring adherence to the bank’s standards and protocols.
- Monitor team performance by tracking Service Level Agreements (SLAs), Key Performance Indicators (KPIs), response times, and quality benchmarks.
- Analyze customer feedback and social media trends to generate actionable insights and share these with relevant internal teams for continuous improvement.

Required Qualifications
- A minimum of a Bachelor’s degree in Marketing, Communications, Media Studies, or a related field from an HEC-recognized institute or university.
- Between 4 to 7 years of relevant professional experience in social media management, customer service, or a related discipline.
- Proficiency in social media platforms, community management, and moderation tools.
- Strong leadership skills, including team coaching and performance management.
- Excellent communication abilities, with experience in customer service and escalation management.
- Analytical mindset with strong problem-solving and reporting capabilities.

Preferred Qualifications and Additional Advantages
- A Master’s degree in a relevant field is preferred.
- Qualification or certification in Islamic Finance will be considered an added advantage.

This position offers the opportunity to work at the forefront of customer engagement and social media strategy within a reputable financial institution. The role is based at the Head Office in Karachi, and the application deadline is November 13th, 2026. Candidates who meet the qualifications and are passionate about leading a high-performing team in a fast-paced environment are encouraged to apply.