Manager Call Centre Meezan Bank Limited Multan

If you’re an experienced professional in customer experience, contact center management, or banking operations, Meezan Bank is offering a senior-level opportunity as a Manager Call Center in its Operations Group (Multan). As Pakistan’s premier Islamic bank, Meezan Bank provides a strong platform for professionals who want to lead teams, improve service delivery, and contribute to a customer-centric organization.

🏢 About the Role

The Manager Call Center will oversee the complete operations of the Multan call center, including inbound, outbound, and digital channels. This is a leadership role focused on optimizing customer experience, managing teams, and ensuring operational excellence in line with banking standards.

🎓 Educational Requirements

Candidates must have:

• Minimum Bachelor’s degree (required)
• Master’s degree (preferred)
• Degree must be from an HEC-recognized institute/university

➕ Additional Advantage:

• Qualification or certification in Islamic Finance

⏳ Experience Requirements

• Minimum 10+ years of relevant experience in:
  • Contact center operations
  • Customer experience management
  • Banking operations

Candidates with prior leadership experience in call centers or banking environments will be strongly preferred.

📍 Job Location

• Multan, Pakistan

This position is based in Multan and involves managing a full-scale call center operation.

🛠️ Key Responsibilities

The role involves a combination of operations management, team leadership, and compliance oversight:

📊 Call Center Operations

• Manage daily operations of inbound, outbound, and digital channels
• Ensure smooth functioning of:
  • IVR systems
  • Call routing processes
• Meet key performance metrics such as:
  • SLA (Service Level Agreements)
  • FCR (First Call Resolution)
  • CSAT (Customer Satisfaction Score)

👥 Team Leadership

• Lead and mentor:
  • Team Leaders
  • Supervisors
  • Call center agents
• Implement:
  • Performance management systems
  • Coaching and training programs
  • Succession planning strategies

🎯 Customer Experience

• Promote a customer-centric culture
• Continuously improve service quality and responsiveness

🛡️ Compliance & Risk Management

• Ensure compliance with:
  • SBP (State Bank of Pakistan) regulations
  • Internal SOPs and audit requirements
• Maintain data confidentiality and security
• Ensure business continuity planning

💻 Technology & Process Improvement

• Drive technology adoption
• Improve processes for efficiency and better service delivery

🌟 Skills & Competencies Required

To excel in this role, candidates should have:

• Strong leadership and people management skills
• Deep understanding of call center KPIs and operations
• Excellent communication and interpersonal abilities
• Analytical mindset for performance tracking and improvement
• Knowledge of banking regulations and compliance standards
• Ability to manage large teams and complex workflows

💼 Why Join Meezan Bank?

Working with Meezan Bank offers:

• 🏦 Opportunity to work with Pakistan’s leading Islamic bank
• 📈 Career growth in a structured and professional environment
• 🤝 Strong focus on ethical and Islamic banking principles
• 🚀 Exposure to advanced customer experience and digital banking systems

📧 How to Apply

Interested candidates can apply through the method mentioned in the job post:

• 📲 Scan the QR code provided in the original advertisement to apply online

📌 Application Tips:

• Highlight your experience in:
  • Call center management
  • Customer experience (CX) strategies
  • Banking operations
• Include measurable achievements such as:
  • Improved CSAT scores
  • Reduced call handling time
  • Enhanced team performance

🚀 Final Thoughts

The Manager Call Center role at Meezan Bank is a high-impact leadership position ideal for professionals with extensive experience in customer service and operations. It offers the chance to lead a dynamic team, implement strategic improvements, and contribute to a customer-first banking environment.