Senior Manager – Inbound Contact Center

About the role

The Bank of Punjab is seeking a Senior Manager to lead its 24/7 inbound contact centre in Karachi. This senior position oversees the delivery of phone‑based customer support and ensures seamless operations across all shifts.

Key responsibilities

• Manage human, software and hardware resources to keep the inbound centre running continuously.
• Maintain optimal call service levels and maximise customer handling capacity.
• Coordinate with internal and external stakeholders for troubleshooting and issue resolution.
• Motivate, coach and mentor the team to achieve productivity targets.
• Resolve conflicts, act as a mediator and foster a collaborative team environment.
• Design and implement shift rosters that align with operational needs.
• Ensure strict adherence to Bank of Punjab policies and procedures.

Required profile

• Bachelor’s degree or equivalent from a recognised university.
• 7‑9 years of relevant experience, preferably with at least 4 years in banking.
• Maximum age of 55 years as of 12 June 2026.

Required skills

What we offer

• Market‑based competitive remuneration.
• Equal‑opportunity workplace encouraging diversity and inclusion.