Manager Email Channel
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Full job description
Salary: PKR Negotiable
Meezan Bank, Pakistan's leading Islamic commercial bank, is hiring a Manager Email Channel for the Service Quality Department's Customer Support Group at its Head Office in Karachi. The role owns the bank's email-based customer support operations end to end, covering response quality, team performance, and service standards. It suits an experienced customer service professional who thrives in a regulated banking environment. Applications are accepted online through the bank's official careers portal.
What we're looking for:
- Bachelor's degree from an HEC-recognized institution; Master's degree preferred
- Minimum 5 years of relevant managerial experience in customer support or service quality
- Background in banking customer service, complaint handling, or contact center operations
- Strong written communication and team leadership skills
- Working knowledge of SLA and TAT metrics, MIS reporting, and quality assurance
- Islamic Finance qualifications or professional certifications are an added advantage
Key Responsibilities & Deliverables:
- Run the day-to-day email customer support operations and keep workflows smooth
- Track response SLAs and turnaround times, clear backlogs, and improve productivity
- Handle customer complaints and escalations, coordinating with other departments to resolve them
- Lead and coach the email channel team while monitoring individual and team performance
- Prepare daily, weekly, and monthly MIS reports on volumes, response times, and KPIs
- Drive automation and process improvements while keeping all records audit-ready
Skills & Tools:
Position: Manager Email Channel
Work: On-site
Salary: Market Competitive
Company: MEEZAN BANK LTD
Work Location: Karachi, Pakistan
Apply by sending your CV + profile through Jobswala.
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