Manager Email Channel
Eligibility
Qualifications
- Minimum Bachelor’s degree preferably a Master’s from an HEC-recognized institute/university.
- Qualification in Islamic Finance will be an added advantage.
Skills
- Maintaining high-quality output in a fast-paced production environment
- Monitoring real-time volumes and managing resources to meet SLA targets
- Drafting professional, empathetic, and compliant responses
- Interpreting operational metrics (AHT, FCR) to optimize performance
Experience
- More than 10 years of relevant work experience, with at least 5 years in a managerial role.
Key Responsibilities
- Designing and managing end-to-end routing logic for inbound emails within defined TATs.
- Analyzing email trends and driving remediation initiatives to optimize email flow.
- Championing and improving templates for clarity, consistency, and tone.
- Owning the end-to-end customer experience across the email channel.
- Ensuring compliance with internal standards and SBP guidelines.
Department:
Service Quality Department – Customer Support Group
Location:
Head Office - Karachi
Last Date:
June 12th, 2026
