Senior Analyst

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This role will be responsible for managing and resolving high-severity complaints received from regulators, the Banking Ombudsman, and top-level escalations (CEO/Board). The incumbent will ensure timely and comprehensive responses that are compliant with regulatory expectations and internal policies. Additionally, the role involves coordinating with internal departments (Legal, Operations, Risk, Branches, etc.) to gather information and formulate responses, as well as ensuring adherence to Service Level Agreements and key control standards.

• Direct and coordinate activities of the Complaints Management Team.
• Work closely with the Director CustomerCare Unit , Head Customer Experience, and Manager Customer Experience and Insights to identify and eliminate the root cause of top complaints, with a specific focus on high-risk complaints (repeat, social media, regulatory, media, escalated complaints, etc.).
• Ensure performance metrics set by management are met.
  
• Continually strive to up-skill and motivate complaint analysts.
  
• Promote a culture of client centricity in complaint handling.
  
• Manage and resolve high-severity complaints received from regulators, the Banking Ombudsman, and top-level escalations (CEO/Board).
  
• Ensure timely and comprehensive responses that are compliant with regulatory expectations and internal policies.
  
• Coordinate with internal departments (Legal, FRM, Operations, Risk, Branches, etc.) to gather information and formulate responses.
  
• Liaise directly with regulators and senior management on complaint status and closure.
  
• Ensure adherence to regulatory timelines as per SBP or Banking Ombudsman.
  
• Ensure compliance with AntiMoney Laundering, Conduct, CustomerDue Diligence policies, and procedures in accordance with Group and Local Regulatory guidelines.
  
• Responsible for the implementation of the Shariah Governance Framework across the unit.
  
• Lead initiatives to streamline workflows, reduce response times, and enhance the overall email management process.
  
• Conduct regular reviews of email communications, assessing quality, tone, and effectiveness, and providing feedback for continuous improvement.
  
• Accountable and responsible for the effective implementation of decisions, rulings, fatawa, and guidelines given by the Shariah Board across the business

• Good written and verbal communication
• Interpersonal skills
• Time management
• Candidates with a minimum of 3-5 years of relevant experience

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thingand are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle,continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together,we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter,we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance,with flexible and voluntary benefits available in some locations.
• Time-offincluding annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible workingoptions based around home and office locations, with flexible working patterns.
• Proactive wellbeing supportthrough Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills,global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning cultureto support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation,one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.