Segment Head - Inbound (Information Technology Group) 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 (Information Technology Group). 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 (Information Technology Group) at The Bank of Punjab

We have an immediate opening for the post of Segment Head - Inbound (Information Technology Group). 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 inbound operations within the Information Technology Group
• • Enhance customer satisfaction and first call resolution rates
• • Ensure adherence to KYC and AML compliance protocols
• • Analyze key performance indicators to identify areas for improvement
• • Implement corrective actions to address performance gaps
• • Conduct performance reviews and provide coaching to team members
• • Oversee the efficient use of CRM and IVR systems
• • Plan staffing levels based on call volume forecasts
• • Manage resource allocation for optimal operational efficiency
• • Handle and escalate fraud-related cases effectively
• • Collaborate with QA teams to uphold service standards
• • Promote digital adoption and reduce reliance on traditional call methods

How to apply

How to Apply for Segment Head - Inbound (Information Technology Group):

• Application Portal: Interested candidates are invited to apply online through the official Bank of Punjab career portal.
• Link: Visit https://www.rozee.pk/company/the-bank-of-punjab-bop to submit your application.
• Deadline: Ensure your application is submitted by the closing date, June 12, 2026.
• Required Documents: Candidates are advised to have their updated CV, educational certificates, and any other relevant documents ready for the application process.
• Eligibility: Applicants must meet the specified qualification and experience criteria. A minimum Bachelor's degree from an HEC-recognized institution is required.
• Selection Process: Only shortlisted candidates will be contacted for interviews. No TA/DA will be admissible for the interview process.
• Equal Opportunity: The Bank of Punjab is an equal opportunity employer. Females, Minorities, Differently Abled Persons (DAPs), and Transgender individuals are strongly encouraged to apply.
• Note: Individuals fulfilling the above-mentioned criteria are encouraged to apply online.

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