Unit Head Customer Care
Eligibility
Qualification:
- Minimum Master’s degree from an HEC recognized institute/University. Qualification in Islamic Banking will be preferred.
Experience:
- Minimum 10 years of relevant experience in service industry
Skills Required:
- Strong knowledge of SBP Customer Grievance Handling Guidelines
- Proficiency in written and verbal communication
- Customer-centric mindset with empathy and conflict resolution abilities
- Analytical thinking, reporting skills, and team leadership
Responsibilities:
- Designing and implementing optimized customer care strategies to boost satisfaction, loyalty, and Net Promoter Score
- Establishing, monitoring, and improving service KPIs to ensure best-in-class grievance management across all channels
- Overseeing development of customer care policies for consistency, efficiency, and regulatory compliance
- Acting as Customer Ambassador to resolve issues impacting customer experience
- Developing and executing capacity and capability plans, including training, succession, and performance management
Department:
Service Quality Department - Customer Support Group
Location:
Head Office - Karachi
Last Date:
31st July, 2025
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