Team Leader Social Care Unit

We are seeking an experienced professional to lead our Social Care team within the Service Quality Department at our Head Office in Karachi. The ideal candidate will be responsible for ensuring timely, consistent, and high-quality responses across various social media channels, managing customer complaints and escalations, and maintaining adherence to the bank’s standards and protocols. This role requires strong leadership skills, the ability to analyze customer feedback and social trends, and the capability to provide actionable insights to relevant teams. The position offers an opportunity to contribute significantly to enhancing customer experience and service quality in a dynamic banking environment.

Key Responsibilities
- Lead and manage the Social Care team to deliver prompt and consistent responses across all social media platforms.
- Handle customer complaints, escalations, and sensitive interactions professionally, ensuring compliance with bank policies.
- Monitor and evaluate team performance against established Service Level Agreements (SLAs), Key Performance Indicators (KPIs), response times, and quality standards.
- Analyze customer feedback and social media trends to identify patterns and provide actionable insights to internal stakeholders 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 university or institute.
- At least 4 to 7 years of relevant experience in social media management, customer service, or related roles.
- Proficiency in social media platforms, community management, and moderation tools.
- Strong skills in team leadership, coaching, and performance management.
- Excellent communication abilities, including customer service and escalation management.
- Demonstrated analytical and problem-solving skills, with experience in reporting and data interpretation.

Preferred Qualifications and Benefits
- A Master’s degree in a related discipline is preferred.
- Additional qualifications in Islamic Finance will be considered an advantage.

This role is based at the Head Office in Karachi, and the application deadline is November 13th, 2026. Candidates who meet the outlined criteria and are passionate about driving service excellence through social media engagement are encouraged to apply.