Bank of Punjab – Segment Head (Inbound Contact Center, IT Group) – Lahore

The Bank of Punjab invites applications for the position of Segment Head – Inbound in the Contact Center (Information Technology Group). Candidates meeting the stated qualifications and experience are encouraged to apply online.

Key responsibilities include:

• Drive key service metrics including Customer Satisfaction and First Call Resolution (FCR).
• Monitor compliance with KYC, AML, and customer verification protocols and control/monitor operational 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 SLAs and 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 and drive initiatives for digital adoption and reduced call dependency.

Important notes: Only shortlisted candidates will be called for interviews; no TA/DA will be admissible. The Bank reserves the right to accept or reject any application(s) without assigning any reason. BOP is an equal opportunity employer and encourages applications from females, minorities, differently abled persons (DAPs) and transgender individuals. The position carries market-based competitive remuneration.

How to apply: Candidates meeting the above criteria are encouraged to apply online through the Bank of Punjab career portal or the Rozee job listing. Submit applications by 2026-06-12.