Manager Email Channel
Eligibility
Qualifications
Minimum Bachelor’s degree preferably a Master’s from an HEC-recognized institute/university.
Qualification in Islamic Finance will be an added advantage.
Skills
Maintaining high-quality output in a fast-paced production environment
Monitoring real-time volumes and managing resources to meet SLA targets
Drafting professional, empathetic, and compliant responses
Interpreting operational metrics (AHT, FCR) to optimize performance
Experience
More than 10 years of relevant work experience, with at least 5 years in a managerial role.
Key Responsibilities
Designing and managing end-to-end routing logic for inbound emails within defined TATs.
Analyzing email trends and driving remediation initiatives to optimize email flow.
Championing and improving templates for clarity, consistency, and tone.
Owning the end-to-end customer experience across the email channel.
Ensuring complian...