Complaint Management Unit Manager Soneri Bank Karachi

Complaint Management Unit Manager Soneri Bank Karachi. If you are an experienced banking professional with a strong grip on customer complaints, regulatory compliance, and service excellence, this role at Soneri Bank could be a career-defining and rewarding move. Soneri Bank is hiring a Complaint Management Unit (CMU) Manager within its Customer Experience Department in Karachi, offering a leadership opportunity at the heart of customer protection and regulatory governance.

This Content AI–optimized, in-depth job article explains everything you need to know—role scope, responsibilities, compliance requirements, skills, career growth, and how to apply—so you can make an informed decision and submit a strong application before the deadline: 30th January 2026.

🏦 About Soneri Bank

Soneri Bank Limited is a respected name in Pakistan’s banking sector, known for its commitment to transparency, customer trust, and regulatory compliance. The bank continues to strengthen its Customer Experience and Consumer Protection framework, ensuring fair treatment, timely complaint resolution, and adherence to State Bank of Pakistan (SBP) regulations.

At Soneri Bank, customer complaints are not just operational issues—they are viewed as strategic insights that help improve products, services, and internal processes. The Complaint Management Unit (CMU) plays a critical role in maintaining this standard, making the CMU Manager a key leadership position within the organization.

📌 Position Overview

Position Title

Complaint Management Unit Manager

Department

Customer Experience

Industry

Banking / Financial Services

Employment Type

Full-time

Location

Karachi

Experience Level

Mid-Level to Senior (3–4 Years Relevant Experience)

Application Deadline

30th January 2026

🎯 Purpose of the Role

The Complaint Management Unit Manager is responsible for leading and managing all complaint-handling activities in compliance with SBP Consumer Protection regulations and Banking Mohtasib requirements. This role ensures that customer complaints are handled fairly, transparently, and within regulatory timelines, while also protecting the bank from compliance and reputational risks.

This position is ideal for professionals who possess strong regulatory knowledge, leadership capability, analytical thinking, and decision-making skills, and who can operate confidently under pressure.

🧩 Key Roles & Responsibilities

As CMU Manager, you will oversee the end-to-end complaint management lifecycle, regulatory coordination, and team leadership.

Complaint Management & Resolution

• Lead and manage the Complaint Management Unit (CMU) in accordance with SBP Consumer Protection regulations

• Oversee end-to-end handling of customer complaints, from receipt to final resolution

• Ensure complaints are resolved fairly, effectively, and within defined turnaround times (TATs)

• Review and approve responses for escalated, complex, sensitive, and high-risk complaints

Regulatory Compliance

• Ensure full compliance with the SBP Consumer Protection Framework

• Handle cases related to the Banking Mohtasib of Pakistan

• Ensure adherence to regulatory guidelines, circulars, and inspection requirements

• Minimize regulatory risk through proactive compliance monitoring

Regulatory Correspondence & Inspections

• Manage regulatory correspondence with SBP and other authorities

• Coordinate and respond to SBP inspections, audits, and compliance reviews

• Represent the bank in complaint-related regulatory matters when required

Reporting & Management Information

• Prepare and submit periodic CMU reports to senior management

• Ensure accurate reporting of complaint volumes, trends, root causes, and resolution performance

• Provide actionable insights to support process improvement and policy enhancement

Leadership & Team Management

• Lead, mentor, and manage the CMU team to ensure high performance

• Set clear objectives, monitor productivity, and ensure accountability

• Foster a culture of professionalism, compliance, and customer-centricity

Stakeholder Management

• Coordinate with internal departments to resolve complaints effectively

• Engage stakeholders to address systemic issues and root causes

• Support cross-functional initiatives aimed at improving customer experience

🎓 Qualification Requirements

To be eligible for this role, candidates must meet the following criteria:

• Minimum Qualification: Graduation (Bachelor’s Degree)

• Degrees in Business Administration, Banking & Finance, Law, or related fields will be considered an advantage

A solid educational foundation supports the regulatory, analytical, and decision-making requirements of this role.

🧠 Experience Requirements

Soneri Bank is looking for professionals with:

• 3 to 4 years of relevant experience in complaint management, customer experience, compliance, or banking operations

• Strong exposure to SBP Consumer Protection regulations

• Hands-on experience dealing with Banking Mohtasib cases and regulatory complaints

• Prior leadership or supervisory experience will be a strong advantage

This role is best suited for candidates who have already worked in regulated banking environments and understand compliance-driven operations.

🛠️ Required Skills & Competencies

To succeed as a CMU Manager, you should demonstrate the following capabilities:

Leadership & Management Skills

• Strong team leadership and people management abilities

• Ability to guide teams under pressure and regulatory deadlines

Analytical & Problem-Solving Skills

• Excellent analytical thinking to assess complaint trends and risks

• Strong root-cause analysis and decision-making skills

Communication Skills

• Exceptional written and verbal communication skills

• Ability to draft regulatory responses, reports, and official correspondence

Regulatory & Compliance Skills

• In-depth understanding of SBP Consumer Protection Framework

• Familiarity with Banking Mohtasib procedures

• Ability to ensure compliance under evolving regulatory requirements

🌟 Why Join Soneri Bank?

Soneri Bank offers a professional, ethical, and growth-oriented work environment where employees are encouraged to lead with integrity and accountability.

Key Benefits of Working at Soneri Bank

• Leadership role in a critical regulatory and customer-facing function

• Opportunity to work closely with senior management and regulators

• Exposure to complex complaint handling and decision-making

• Strong focus on customer trust and service excellence

• Professional development within a structured banking environment

• Equal opportunity and merit-based culture

⚖️ Equal Opportunity Employer

Soneri Bank is an equal opportunity employer, committed to providing a fair and inclusive workplace. Employment decisions are based solely on merit, experience, and competence.

⚠️ Only shortlisted candidates will be contacted for interviews.

📍 Location Advantage – Karachi

This role is based in Karachi, offering:

• Head-office level exposure

• Direct interaction with regulatory bodies

• A fast-paced, professional banking environment

📨 How to Apply

Interested candidates should apply via email by following the instructions carefully:

📧 Application Emails

Send your updated resume to:
[email protected]
CC: [email protected]

📌 Email Subject Line

Please mention the position title and location, for example:
Complaint Management Unit Manager – Karachi

⚠️ Applications without the correct subject line may not be considered.

🕒 Application Deadline

📅 30th January 2026

Early applications are encouraged, as shortlisting may begin before the deadline.

📝 Tips to Strengthen Your Application

• Highlight experience with SBP regulations and Banking Mohtasib cases

• Emphasize leadership and team management experience

• Showcase your ability to handle high-risk and escalated complaints

• Mention reporting, compliance, and regulatory inspection exposure

🚀 Final Thoughts

The Complaint Management Unit Manager role at Soneri Bank is a high-impact leadership opportunity for professionals who want to shape customer protection, regulatory compliance, and service excellence within the banking sector.

If you have the experience, regulatory understanding, and leadership mindset required to succeed in a demanding and responsible role, this position offers the platform to make a real difference while advancing your banking career.

👉 Apply now and step into a role where your decisions directly protect customers and strengthen trust in Soneri Bank.