Segment Head-Inbound - TJ / 1853852

Our client The Bank of Punjab (BOP) is looking for a Segment Head-Inbound in Lahore

The Bank of Punjab is one of the fastest growing Banks in Pakistan with its profound existence of 35+ years. It operates through a network of 900+ real-time online branches and ATMs across the country. The Bank has established a strong foundation while offering premium banking services with major focus on unsurpassed value added services for its customers through advanced solutions.

In Line With The Bank’s Progression Strategy, We Invite Applications From Experienced, Dedicated And Performance-driven Professionals For The Following Position(s) In Our Contact Center, (Information Technology Group). The Following Job Profile Offers Excellent Opportunity For The Right Candidates Desirous Of Building a Long-term Career In a Dynamic Organization

Grade: Band-5 to Band-3

Location: Lahore

Job Responsibilities

:

Customer Service & Experience

• Drive key service metrics including Customer Satisfaction (CSAT) and First Call Resolution (FCR)
• Oversee handling of escalated and high-priority customer complaints
  
  

Compliance & Regulatory Requirements

• Ensure strict adherence to State Bank regulations and internal policies
• Monitor compliance with KYC, AML, and customer verification protocols
  
  

Performance Management & Reporting

• Monitor and analyze KPIs such as AHT, FCR, Service Levels, and Quality Scores
• Identify performance gaps and implement corrective actions
  
  

Leadership & Team Management

• Lead, mentor, and develop Team Leads, Supervisors, and Customer Service Officers
• Conduct regular performance evaluations and coaching sessions
  
  

Complaint Resolution & Escalation Handling

• Ensure timely and effective resolution of customer complaints within defined TATs
• Coordinate with relevant departments for issue resolution
  
  

Stakeholder Coordination

• Liaise with internal departments including Branch Banking, IT, Cards,
• and Operations
• Ensure alignment and coordination for smooth resolution of customer issues
  
  

Systems & Technology Management

• Oversee effective utilization of CRM, IVR, and telephony systems
• Coordinate with IT for system maintenance, enhancements, and issue resolution
  
  

Workforce Planning & Resource Management

• Forecast call volumes and plan staffing requirements accordingly
• Optimize resource allocation and scheduling to meet operational demands
  
  

Risk & Fraud Management

• Ensure proper handling and escalation of fraud-related cases
• Coordinate with Risk and Fraud teams to mitigate potential threats
  
  

Audit & Quality Assurance

• Ensure readiness for internal and external audits
• Collaborate with Quality Assurance teams to maintain service standards
  
  

Continuous Improvement & Strategy

• Identify opportunities for process optimization and efficiency improvements
• Drive initiatives to enhance digital adoption and reduce call dependency
  
  

Eligibility Criteria

Qualification: Minimum Bachelor`s or equivalent degree from an HEC recognized local/ foreign university.

Experience: Minimum 9 to 12 years of experience. Preference will be given to candidates having 5 years of relevant banking experience.

Age: Up to 55 years as of June 12, 2026.

Important Note

• Only shortlisted candidates shall be called for interviews. No TA/DA will be admissible.
• The Bank of Punjab reserves the right to accept or reject any application(s) without assigning any reason(s).
• The Bank is an equal opportunity employer. Females, minorities, differently-abled persons (DAPs), and transgender individuals are encouraged to apply.
• The position carries market-based competitive remuneration.
• Individuals fulfilling the above-mentioned criteria are encouraged to apply online through the BOP career portal bop.rozee.pk Latest by June 12, 2026.