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About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

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.

Experience:

Preferably 5 to 7 years of experience in Digital Banking, Transformation, or Innovation roles with Banking or FinTech organizations.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Master’s or Bachelor’s degree in Business, IT, or an equivalent professional qualification from a reputed university.

Experience:

Preferably 8 to 12 years of progressive experience in contact center or service operations, with at least 3 to 5 years in leadership roles.

Location: Karachi


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Master’s degree, or at least a Bachelor’s degree, from a recognized university.

Experience:

Preferably 3 years’ experience in the relevant field.

Location: Lahore, Karachi, Islamabad


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Master’s degree or equivalent professional qualification from a reputed university.

Experience:

Preferably 5 to 7 years’ experience in the relevant field.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

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.

Experience:

Minimum 5 to 7 years’ experience in Call Center or Digital Banking related field.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Master’s degree or equivalent professional qualification from a reputed university.

Experience:

Preferably 2 to 4 years’ experience in CRM-related field.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Master’s, but at minimum a Bachelor’s degree or equivalent professional qualification from a reputed university.

Experience:

Preferably 5 to 7 years’ experience in the relevant field.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Master’s degree or at least a Bachelor’s degree from a reputed university.

Experience:

Preferably more than 3 years’ experience, with at least 1 year in the same role.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Bachelor’s degree or equivalent professional qualification from a reputed university.

Experience:

Preferably 3 to 5 years’ experience in the relevant field.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Bachelor’s degree or equivalent professional qualification from a reputed university. A certification in Project Management or Business Analysis is a plus.

Experience:

Preferably 3 to 5 years’ experience in Digital Banking, Transformation, or Innovation roles with Banking or FinTech organizations.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Bachelor’s degree or equivalent professional qualification from a reputable university.

Experience:

Preferably 2 to 3 years’ experience in the relevant field.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably a Master’s degree, but at least a Bachelor’s degree or equivalent professional qualification from a reputable university.

Experience:

Preferably 1 to 3 years’ experience in the relevant field.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • Team building, interpersonal, and communication skills.

  • Analytical and multitasking skills.

  • Ability to work under pressure.

Job Responsibilities:

  • 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.

Qualification:

Bachelor’s degree or equivalent professional qualification from a reputed university.

Experience:

Preferably 1 to 2 years’ experience in the relevant field.

Location: Lahore


Apply Now!

About the Job

Required Skill Set:

  • 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.

Job Responsibilities:

  • 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.

Qualification:

Preferably Master’s, but at least Bachelor’s degree or equivalent professional qualification from a reputed university.

Experience:

Preferably 2 to 3 years’ experience in the relevant field.

Location: Lahore


Apply Now!

 

 

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