Segment Head - Inbound at The Bank of Punjab Lahore

Further Details

The Bank of Punjab is now recruiting in Lahore. Apply for the position of Segment Head - Inbound. The required qualification is Bachelor. This role is within the Banking industry. A bachelor degree is preferred. The application process commenced on 01 June, 2026 via Advertisement Image. Interested and eligible candidates must submit their applications before the deadline on 12 June, 2026. This is a prime opportunity to join a renowned organization. For a step-by-step application guide and full eligibility criteria, please see the official advertisement on https://www.jobseed.pk.

Segment Head - Inbound at The Bank of Punjab

We have an immediate opening for the post of Segment Head - Inbound. The job location is Lahore.

Key Requirements:

• Qualification: Bachelor
• Experience: 108 months minimum
• Vacancies: 1

This is a fantastic chance to work with a reputed organization and grow professionally.

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

How to Apply for Segment Head - Inbound:

• 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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