Posted Jun 03, 2026 1247 views
The Bank of Punjab is one of the fastest growing Banks in Pakistan with its profound existence of 35+ years. It operates through a network of 900+ real-time online branches and ATMs across the country. The Bank has established a strong foundation while offering premium banking services with major focus on unsurpassed value added services for its customers through advanced solutions.
In line with the Bank’s progression strategy, we invite applications from experienced, dedicated and performance-driven professionals for the following position(s) in our Contact Center, (Information Technology Group). The following job profile offers excellent opportunity for the right candidates desirous of building a long-term career in a dynamic organization:
Grade: Band-5 to Band-3
Location: Lahore
Job Responsibilities:
Customer Service & Experience:
- Drive key service metrics including Customer Satisfaction (CSAT) and First Call Resolution (FCR)
- Oversee handling of escalated and high-priority customer complaints
Compliance & Regulatory Requirements:
- Ensure strict adherence to State Bank regulations and internal policies
- Monitor compliance with KYC, AML, and customer verification protocols
Performance Management & Reporting:
- Monitor and analyze KPIs such as AHT, FCR, Service Levels, and Quality Scores
- Identify performance gaps and implement corrective actions
Leadership & Team Management:
- Lead, mentor, and develop Team Leads, Supervisors, and Customer Service Officers
- Conduct regular performance evaluations and coaching sessions
Complaint Resolution & Escalation Handling:
- Ensure timely and effective resolution of customer complaints within defined TATs
- Coordinate with relevant departments for issue resolution
Stakeholder Coordination:
- Liaise with internal departments including Branch Banking, IT, Cards,
- and Operations
- Ensure alignment and coordination for smooth resolution of customer issues
Systems & Technology Management:
- Oversee effective utilization of CRM, IVR, and telephony systems
- Coordinate with IT for system maintenance, enhancements, and issue resolution
Workforce Planning & Resource Management:
- Forecast call volumes and plan staffing requirements accordingly
- Optimize resource allocation and scheduling to meet operational demands
Risk & Fraud Management:
- Ensure proper handling and escalation of fraud-related cases
- Coordinate with Risk and Fraud teams to mitigate potential threats
Audit & Quality Assurance:
- Ensure readiness for internal and external audits
- Collaborate with Quality Assurance teams to maintain service standards
Continuous Improvement & Strategy:
- Identify opportunities for process optimization and efficiency improvements
- Drive initiatives to enhance digital adoption and reduce call dependency
Eligibility Criteria:
Qualification: Minimum Bachelor`s or equivalent degree from an HEC recognized local/ foreign university.
Experience: Minimum 9 to 12 years of experience. Preference will be given to candidates having 5 years of relevant banking experience.
Age: Up to 55 years as of June 12, 2026.
Important Note:
- Only shortlisted candidates shall be called for interviews. No TA/DA will be admissible.
- The Bank of Punjab reserves the right to accept or reject any application(s) without assigning any reason(s).
- The Bank is an equal opportunity employer. Females, minorities, differently-abled persons (DAPs), and transgender individuals are encouraged to apply.
- The position carries market-based competitive remuneration.
- Individuals fulfilling the above-mentioned criteria are encouraged to apply online through the BOP career portal bop.rozee.pk Latest by June 12, 2026.
Skills
Job Details
The Bank of Punjab (BOP)
The Bank of Punjab was established in 1989 under The Bank of Punjab Act, 1989 passed by Provincial Assembly of the Punjab, as a non-scheduled Commercial Bank with majority shareholding of Government of the Punjab. The Bank earned the status of a scheduled Commercial Bank in 1994 and currently carries a vast network of over 620 online branches, strategically located across the Country along with an ATM network of over 550 offering 24/7 banking services to its diverse clientele of over 2 million. Since its inception, the BOP has seen many ups and downs and has also successfully weathered the waves of economic volatility, recessions and stiff market competition over the years. Current strong network base coupled with solid capital structure and phenomenal financial results posted during last few years has transformed the Bank to one of a leading financial institution of the Country. Now, the Bank standouts among peer group as a robust and rapidly growing commercial Bank. Besides offering a range of products and services to meet the modern days’ banking requirements of its clients, the Bank has also established its footprint in the areas of consumer financing, agriculture credit, corporate & investment banking, cash management and alternative delivery channels. While achieving the objective of financial inclusion through its presence in remote and unbanked areas of the Country with HarFardKaKhayal the Bank is playing its due role in the economic growth of the Country through its various specially tailored and designed products and services.
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