Ability to lead and manage digital innovation projects with a focus on enhancing customer experience and operational efficiency.
Proficient in planning, executing, and delivering cross-functional initiatives using project management methodologies.
Understanding of emerging technologies such as AI, APIs, blockchain, cloud computing, and their relevance to banking operations.
Familiarity with SBP regulatory requirements and compliance in digital financial services.
Strong communication, documentation, and stakeholder management skills across departments and external vendors.
Capable of conducting research and preparing feasibility studies, business cases, and pilot project evaluations.
Proven experience in managing innovation programs, research initiatives, or cross-functional digital projects.
Develop and lead a structured research and innovation framework aligned with the Bank’s digital and strategic vision.
Conduct trend analysis, customer research, competitor benchmarking, and emerging technology assessments to identify innovation opportunities.
Establish and manage an innovation pipeline focused on digital banking, customer experience, operational efficiency, and new revenue models.
Collaborate with internal stakeholders (Product, IT, Risk, Compliance, and Business Teams) to co-create and pilot innovative solutions.
Drive initiatives like innovation labs, design sprints, proof-of-concepts (PoCs), and rapid prototyping to validate new ideas.
Engage with external innovation ecosystems including FinTechs, startups, academia, technology partners, and accelerators.
Prepare strategic whitepapers, research reports, and innovation recommendations for senior management.
Monitor and measure success metrics for innovation projects and ensure effective knowledge management.
Maintain strong awareness of global banking innovations, regulatory shifts, and digital disruptions.
Preferably a Master’s degree or an equivalent professional qualification from a reputable university. A certification in Project Management or Business Analysis will be considered a plus.
Preferably 5 to 7 years of experience in Digital Banking, Transformation, or Innovation roles with Banking or FinTech organizations.
Proven experience in contact center transformation, digital channels, and service excellence.
Strong leadership, stakeholder management, and strategic planning skills.
Familiarity with leading platforms (Genesys, CRM tools, AI/IVA systems).
Strong understanding of customer service trends, digital tools, and regulatory environments.
Strategic Leadership & Execution.
Define and execute the contact center strategy aligned with the Bank’s overall customer experience vision.
Lead and manage large-scale operations across multiple channels (voice, chat, WhatsApp, social media).
Champion digital transformation through self-service, AI/chatbot implementation, and workflow automation.
Set and monitor performance KPIs (CSAT, FCR, NPS, AHT), ensuring continuous improvement and cost optimization.
Lead workforce planning, capacity forecasting, and process re-engineering to support service scalability.
Collaborate with senior leadership, IT, Risk, and Compliance for secure and efficient service delivery.
Own customer escalation management, VOC (Voice of Customer) analysis, and root-cause resolution.
Drive a performance culture through coaching, leadership development, and succession planning.
Master’s or Bachelor’s degree in Business, IT, or an equivalent professional qualification from a reputed university.
Preferably 8 to 12 years of progressive experience in contact center or service operations, with at least 3 to 5 years in leadership roles.
Knowledge of the banking and financial industry, with experience in managing different campaigns.
Familiarity with customer data privacy regulations and compliance in inbound calls.
Strong leadership and people management skills.
Proficiency in call center management software and reporting tools.
Excellent communication, problem-solving, and conflict-resolution abilities.
Operational Efficiency & Process Management.
Analytical and Reporting Skills.
Adaptability, Flexibility & Cultural Awareness.
Ability to manage multiple tasks and priorities.
Analytical mindset with a strong focus on data-driven decision-making.
Strong understanding of call center operations, KPIs, and campaign management.
Lead, supervise, and motivate the team to ensure high levels of productivity.
Oversee daily floor activities, including agent attendance, adherence to schedules, etc.
Effectively manage real-time Service Level, Breaks, and AHT.
Assign and monitor tasks, ensuring all team members are aligned with operational goals.
Conduct coaching/counseling sessions to ensure agents are equipped with product knowledge, call handling skills, and customer engagement techniques.
Monitor and evaluate agents’ performance, providing feedback and implementing corrective actions as needed.
Track KPIs such as MPS, AHT, Quality Score, etc.
Analyze campaign data and generate detailed performance reports, highlighting areas for improvement.
Present periodic updates to senior management on campaign performance.
Address and resolve escalated customer issues, providing guidance to agents for complex cases.
Gather team feedback and monitor customer interactions to improve processes.
Act as a liaison between management and floor staff for clear communication.
Identify training needs and coordinate with the training team for skill development.
Conduct regular performance reviews in collaboration with the Quality Assurance team.
Promote a culture of compliance, professionalism, and excellent customer service.
Manage and perform any other task(s) assigned by the management.
Preferably a Master’s degree, or at least a Bachelor’s degree, from a recognized university.
Preferably 3 years’ experience in the relevant field.
Effectively manage multiple tasks, prioritize, and meet deadlines.
Adapt quickly to changing tasks and environments while ensuring accuracy.
Strong communication skills to collaborate with internal teams and stakeholders.
Continuously learn new skills and stay updated on industry trends and technologies.
Work efficiently under pressure while maintaining quality and delivering excellent service.
Managing strategic partnerships or launching digital financial products.
Identify and evaluate partnership opportunities with FinTechs, startups, aggregators, and digital solution providers aligned with the Bank’s strategic objectives.
Lead end-to-end partnership lifecycle: scouting, evaluation, due diligence, negotiation, onboarding, and relationship management.
Develop business cases, financial models, and ROI analysis for proposed partnerships.
Collaborate with Product, Technology, Legal, Compliance, Risk, and Marketing teams to implement new digital services.
Monitor market trends, customer behaviors, and regulatory developments to anticipate needs.
Represent ABL at industry events, conferences, and FinTech forums to promote the Bank’s digital agenda.
Ensure all FinTech engagements comply with SBP guidelines, bank policies, and security frameworks.
Regularly report on KPIs, partnership performance, and revenue contribution from partner-driven channels.
Preferably a Master’s degree or equivalent professional qualification from a reputed university.
Preferably 5 to 7 years’ experience in the relevant field.
Leadership, motivation, team building, interpersonal, management, and communication skills.
Strong analytical, critical thinking, and multitasking abilities.
Effective problem-solving and decision-making skills; ability to work well under pressure.
Proficient in Microsoft Office Suite.
Knowledge of Call Center Solutions.
Ensure technical alignment with all contact center solutions and associated systems.
Provide support to ITG to maintain continuity of banking services within the contact center.
Log issues with vendors and manage follow-ups until full resolution.
Serve as the primary point of contact for vendors and internal ABL teams to evaluate new requirements and solutions (software/hardware), manage change requests, and oversee testing and deployment of patches and updates.
Provide technical assistance to vendors and in-house teams for the development and integration of applications with existing contact center systems.
Support business users by documenting business requirements and workflows.
Deliver project management and coordination services for the implementation of new software products and system upgrades.
Ensure uninterrupted banking services for end users by providing timely technical support for issue resolution.
Preferably a Master’s degree in Computer Science, Business Administration, or Project Management. A certification in Project Management or Business Analysis will be a plus.
Minimum 5 to 7 years’ experience in Call Center or Digital Banking related field.
Ability to work under pressure; problem-solving and decision-making skills.
Proven experience as a CRM Manager or in a similar customer-focused role.
Know-how of customer segmentation, data analysis, and campaign targeting.
Creative thinking skills.
Oversee the implementation of CRM software, customization, and integration with other systems.
Optimize the customer service journey, in line with industry best practices.
Cater to non-financial transactions.
Coordinate in preparation of Business Requirement Documents (BRDs) with other stakeholders.
Arrange and handle Change Requests (CRs) for any system change/requirement.
Play a supporting role in coordination with other stakeholders/business teams in the implementation of CRM systems.
Manage vendor relationships and contracts related to CRM technology.
Supervise the team in information gathering and prepare gap analysis.
Ensure timely closure of User Acceptance Tests (UATs).
Any other task assigned by Unit Head & Divisional Head CRM & CX Analytics.
Preferably a Master’s degree or equivalent professional qualification from a reputed university.
Preferably 2 to 4 years’ experience in CRM-related field.
Leadership, motivation, team building, interpersonal, management, and communication skills.
Strong analytical, critical thinking, and multitasking skills.
Ability to work under pressure; problem-solving and decision-making skills.
Thorough knowledge of regulatory & scheme requirements, banking operations, and banking policies & procedures.
Strong command on digital app and its integration with downstream systems and databases.
Well-versed in MS Office.
Ensure timely and effective responses to customer inquiries and complaints related to myABL Digital Banking received on Siebel CRM and PACS distribution list.
Implement and maintain processes for tracking and resolving customer issues efficiently.
Train and mentor team members, fostering a culture of excellence and customer-centricity.
Conduct regular evaluations to ensure high service standards.
Assign tasks to the team based on workload and complaint nature.
Consolidate responses from the team.
Ensure updates to the PACS user guide for myABL Digital Banking.
Report FCR (First Call Resolution) cases to the relevant CMD & APB teams.
Oversee coordination with vendor support teams for first-level investigations.
Ensure all emails received on the distribution list are responded to by PACS team members without exception.
Maintain MIS of all activities mentioned above.
Any other task assigned by higher management, as and when required.
Preferably a Master’s, but at minimum a Bachelor’s degree or equivalent professional qualification from a reputed university.
Preferably 5 to 7 years’ experience in the relevant field.
Proficiency in various MIS reporting solutions, including MS Excel, Power BI, and contact center reporting tools & software.
Strong analytical and problem-solving skills with a data-driven approach.
Experience in dashboard creation and data visualization.
Knowledge of the banking and financial industry.
Strong leadership and conflict management skills.
Excellent communication and presentation skills.
Cultural awareness, adaptability, and flexibility.
Ability to manage multiple tasks and priorities.
Strong understanding of call center operations and KPIs.
Manage and ensure the accuracy, integrity, and timely availability of contact center data/reports, including customer interactions, agent performance, and operational metrics.
Develop and implement robust reporting structures to monitor KPIs such as Average Handling Time (AHT) and Service Level, etc.
Provide daily, weekly, and monthly reports to senior management, highlighting trends, insights, and recommendations.
Design, develop, and maintain interactive dashboards for real-time visibility into contact center performance.
Automate data collection, processing, and reporting functions to improve accuracy and efficiency.
Conduct in-depth analysis of call center performance to identify patterns and areas of improvement.
Collaborate with Operations, Quality, and Training departments for data-backed insights.
Ensure timely preparation of performance-based financial and non-financial reports.
Identify opportunities to improve reporting processes and operational workflows.
Lead, coach, and develop the MIS team to ensure technical expertise and high performance.
Conduct regular training and upskilling sessions for team members.
Oversee workload management within the team.
Ensure data management practices comply with regulatory and security standards.
Organize periodic performance review meetings.
Perform any other task assigned by line management.
Strong follow-ups of all related tasks to ensure timely submission of work assignments.
Preferably a Master’s degree or at least a Bachelor’s degree from a reputed university.
Preferably more than 3 years’ experience, with at least 1 year in the same role.
Effectively manage multiple tasks, prioritize, and meet deadlines.
Adapt quickly to changing tasks and environments while ensuring accuracy.
Strong communication skills to collaborate with internal teams and stakeholders.
Continuously learn new skills and stay updated on industry trends and technologies.
Work efficiently under pressure while maintaining quality and service.
As part of the Research & Development team, propose ideation, design, development, and commercialization of innovative products and services.
Manage day-to-day operations of the research team, including project management activities.
Support the Manager – Research and Innovation.
Promote a culture of innovation by encouraging creativity, risk-taking, and collaboration.
Draft partnership-related documents with external stakeholders.
Conduct market research and analysis to identify trends and opportunities.
Collaborate with cross-functional teams (product development, marketing, sales) to launch new digital products.
Maintain understanding of the competitive landscape to identify areas for innovation.
Any other assignment, as assigned by management.
Preferably a Bachelor’s degree or equivalent professional qualification from a reputed university.
Preferably 3 to 5 years’ experience in the relevant field.
Ability to lead and manage digital innovation projects with a focus on enhancing customer experience and operational efficiency.
Proficient in planning, executing, and delivering cross-functional initiatives using project management methodologies.
Understanding of emerging technologies such as AI, APIs, blockchain, cloud computing, and their relevance to banking operations.
Familiarity with SBP regulatory requirements and compliance in digital financial services.
Strong communication, documentation, and stakeholder management skills across departments and external vendors.
Capable of conducting research and preparing feasibility studies, business cases, and pilot project evaluations.
Manage the planning, execution, and monitoring of innovation-driven initiatives aligned with the Bank’s strategic objectives.
Coordinate with cross-functional teams including Technology, Operations, Compliance, Risk, and Marketing to implement digital solutions.
Support the ideation, prototyping, and rollout of new customer-facing digital products and services.
Maintain project documentation including process flows, risk logs, progress updates, and post-implementation reviews.
Conduct market research and competitor analysis to identify innovative technologies and trends relevant to the banking sector.
Assist in vendor evaluation, onboarding, and performance tracking in alignment with innovation objectives.
Ensure alignment of projects with SBP guidelines, data security protocols, and internal control standards.
Regularly report project status, KPIs, and innovation pipeline progress to senior management.
Contribute to internal innovation culture by supporting awareness sessions, design sprints, and collaborative problem-solving exercises.
Preferably a Bachelor’s degree or equivalent professional qualification from a reputed university. A certification in Project Management or Business Analysis is a plus.
Preferably 3 to 5 years’ experience in Digital Banking, Transformation, or Innovation roles with Banking or FinTech organizations.
Adapt quickly to changing tasks and environments while ensuring accuracy.
Strong communication skills to collaborate with internal teams and stakeholders.
Continuously learn new skills and stay updated on industry trends and technologies.
Work efficiently under pressure while maintaining quality and delivering excellent service.
Support strategic partnerships or launching digital financial products.
Support end-to-end partnership lifecycle: scouting, evaluation, due diligence, negotiation, onboarding, and relationship management.
Draft business cases, financial models, and ROI analysis for proposed partnerships or integrations.
Coordinate cross-functionally with Product, Technology, Legal, Compliance, Risk, and Marketing teams to implement new digital products and services.
Document market trends, customer behaviors, and regulatory developments to anticipate innovation needs and risks.
Ensure all FinTech engagements comply with SBP guidelines, bank policies, and security frameworks.
Regularly report on KPIs, partnership performance, innovation pipeline, and revenue contribution from partner-driven channels.
Preferably a Bachelor’s degree or equivalent professional qualification from a reputable university.
Preferably 2 to 3 years’ experience in the relevant field.
Proven experience with Power BI, SQL, Advanced Excel, AI, and Machine Learning frameworks.
Strong background in business analytics and predictive modeling.
Excellent problem-solving, communication, and stakeholder collaboration skills.
Responsible for designing, developing, and implementing advanced predictive models and algorithms to deliver actionable business insights.
Strong AI and Machine Learning capabilities to enhance the bank’s analytics function and support data-driven decision-making.
Design, develop, and deploy predictive models and algorithms using AI and Machine Learning techniques.
Collect, clean, and analyze large and complex data sets to generate strategic business insights.
Develop and maintain analytics tools, predictive models, and interactive dashboards in Power BI for data visualization and transaction management.
Utilize SQL and Advanced Excel to extract, transform, and report data accurately and efficiently.
Apply predictive modeling to optimize customer experiences, boost revenue, and drive key business outcomes.
Collaborate with cross-functional teams to understand banking requirements and deliver tailored analytics solutions.
Implement data-driven strategies to optimize transaction processes, enhance efficiency, and reduce operational risks.
Stay updated with the latest trends and best practices in Analytics, AI, Machine Learning, and transaction management.
Ensure data security, privacy, and compliance with relevant banking regulations and policies.
Understanding and reporting knowledge of financial systems will be considered an added advantage.
Preferably a Master’s degree, but at least a Bachelor’s degree or equivalent professional qualification from a reputable university.
Preferably 1 to 3 years’ experience in the relevant field.
Team building, interpersonal, and communication skills.
Analytical and multitasking skills.
Ability to work under pressure.
Assist in overseeing the implementation of CRM software, customization, and integration with other systems.
Support coordination with stakeholders/business teams in the implementation of CRM systems.
Monitor and coordinate with vendor and ITG teams for resolution of post-cutover issues.
Monitor solution performance and evaluate whether the system/solution meets desired expectations in coordination with business teams.
Identify gaps/missing features/non-functional items in project deliverables for rectification.
Initiate system handover activities from vendors to ITG and assist in meeting all expectations.
Assist line manager with any associated task.
Act as a backup to the peer Senior Officer.
Any other task assigned by Line Management.
Bachelor’s degree or equivalent professional qualification from a reputed university.
Preferably 1 to 2 years’ experience in the relevant field.
Motivational, team building, interpersonal, and communication skills.
Strong analytical, critical thinking, and multitasking skills.
Ability to work under pressure and problem-solving skills.
Well-versed in MS Office.
Thorough knowledge of regulatory requirements, banking operations, and other banking policies and procedures.
Download reports from Siebel CRM.
Review tasks assigned by the Associate Manager/Manager and perform issue investigation.
Follow the checklist while investigating complaints received via Siebel CRM.
Submit responses in Siebel CRM.
Ensure all complaints are responded to within the prescribed TAT.
Update root cause of complaints in MIS.
Coordinate with APB, CMD, Card and Acquiring product team, and tech teams.
Coordinate with vendors to perform investigations.
Coordinate with ITG teams to extract required logs.
Submit consolidated MIS to Manager/Associate Manager at EOD.
Any other task assigned by higher management as and when desired.
Preferably Master’s, but at least Bachelor’s degree or equivalent professional qualification from a reputed university.
Preferably 2 to 3 years’ experience in the relevant field.