Banking Careers: Information Technology Group Opportunity in Lahore

Further Details

Discover career opportunities within the banking sector at The Bank of Punjab. This private sector organization is hiring for its Information Technology Group, focusing on roles within the contact center. The position requires a strong background in service delivery and operational management. Ideal candidates will possess a minimum of 9 to 12 years of relevant experience, with a preference for those with 5 years in banking. Additionally, latest jobs are available for qualified candidates. This role offers a competitive salary and the chance to contribute to a leading financial institution. Apply now for this significant career development opportunity.

Career Opportunities in Banking: Segment Head - Inbound (Information Technology Group)

The Bank of Punjab is a leading financial institution in Pakistan, renowned for its extensive network and commitment to service excellence. We are currently seeking a highly experienced professional for the role of Segment Head - Inbound within our Information Technology Group, based in Lahore. This is an excellent opportunity for individuals seeking to contribute to a fast-paced banking environment and drive operational improvements.

This position is crucial for enhancing customer service delivery and ensuring compliance with all regulatory requirements. The ideal candidate will possess strong analytical skills and a proven track record in managing contact center operations. Join our team and be part of a growing organization that values talent and offers significant career development prospects.

• Position: Segment Head - Inbound (Information Technology Group)
• Grade: Band-5 to Band-3
• Location: Lahore
• Qualification: Minimum Bachelor's or equivalent degree from an HEC recognized local/foreign university.
• Experience: Minimum 9 to 12 years of experience, with preference for candidates having 5 years of relevant banking experience.
• Age Limit: Up to 55 years as on date of application.

Skills

• • Drive key service metrics including Customer Satisfaction and First Call Resolution (FCR)
• • Monitor compliance with KYC, AML, and customer verification protocols
• • Monitor and analyze KPIs such as AHT, FCR, Service Levels, and Quality Scores
• • Identify performance gaps and implement corrective actions
• • Conduct regular performance evaluations and coaching sessions
• • Ensure timely and effective resolution of customer complaints within defined TATs
• • Oversee effective utilization of CRM, IVR, and telephony systems
• • Forecast call volumes and plan staffing requirements
• • Optimize resource allocation and scheduling to meet operational demands
• • Ensure proper handling and escalation of fraud-related cases
• • Collaborate with Quality Assurance teams to maintain service standards
• • Drive initiatives to enhance digital adoption and reduce call dependency

Duties and Responsibilities:

• • Manage and improve key service metrics for customer satisfaction and first call resolution
• • Ensure adherence to KYC, AML, and customer verification protocols
• • Analyze performance indicators like Average Handle Time, Service Levels, and Quality Scores
• • Identify areas for improvement and implement corrective actions
• • Conduct regular performance reviews and coaching sessions for team members
• • Resolve customer complaints efficiently and within established timelines
• • Optimize the use of CRM, IVR, and telephony systems
• • Forecast call volumes and plan staffing to meet operational needs
• • Manage resource allocation and scheduling effectively
• • Handle and escalate fraud-related cases appropriately
• • Work with Quality Assurance to uphold service standards
• • Lead initiatives to boost digital adoption and reduce call dependency

How to apply

• Interested candidates who meet the eligibility criteria are encouraged to apply online.
• Visit the official career portal of The Bank of Punjab at: https://www.rozee.pk/company/the-bank-of-punjab-bop
• Ensure your application is submitted by the deadline.
• Shortlisted candidates will be contacted for interviews.
• No TA/DA will be admissible for the interview process.
• The Bank of Punjab reserves the right to accept or reject any application without assigning any reason.
• This is an equal opportunity employer, encouraging applications from Females, Minorities, and Differently Abled Persons (DAPs) and Transgender individuals.
• Market-based competitive remuneration will be offered.
• The application deadline is June 12, 2026.

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