Segment Head – Inbound (Contact Center)

About the role

The Bank of Punjab is seeking an experienced Segment Head for its Inbound Contact Center in Lahore. This senior position will lead the end‑to‑end customer experience, ensuring compliance, performance excellence, and continuous improvement across all inbound channels.

Key responsibilities

• Drive key service metrics such as Customer Satisfaction (CSAT) and First Call Resolution (FCR).
• Oversee handling of escalated and high‑priority customer complaints.
• Ensure strict adherence to State Bank regulations, KYC, AML, and internal policies.
• Monitor and analyze KPIs (AHT, FCR, Service Levels, Quality Scores) and implement corrective actions.
• Lead, mentor, and evaluate Team Leads, Supervisors, and Customer Service Officers.
• Coordinate with Branch Banking, IT, Cards, and Operations for seamless issue resolution.
• Manage CRM, IVR, and telephony systems and work with IT on maintenance and enhancements.
• Forecast call volumes, plan staffing, and optimize resource scheduling.
• Handle fraud‑related cases and collaborate with Risk and Fraud teams.
• Prepare for internal and external audits and maintain quality standards.
• Identify process optimization opportunities and promote digital adoption.

Required profile

• Minimum Bachelor’s degree from an HEC‑recognized university.
• 9–12 years of relevant experience, preferably in contact‑center leadership.
• Strong knowledge of banking regulations, KYC, and AML.
• Proven ability to manage large teams and drive performance improvements.

Required skills

• CRM systems
• IVR technology
• Telephony systems