Deputy General Manager – Customer Services

3 hours ago

Karachi, Sindh, Pakistan Human Capital HR Solutions Full time 10,000,000 - 20,000,000 per year

Industry: Insurance / Financial Institutions

Qualification: Master's in Business Administration

Experience: 7–8 years of progressive experience in Customer Services & Complaint Management, including at least 3 years in a managerial role

Key Responsibilities:

  • Lead and manage the overall customer service operations to ensure timely and effective resolution of customer inquiries and complaints.
  • Develop and implement customer service strategies, standards, and policies aligned with business objectives.
  • Oversee complaint management systems and ensure compliance with regulatory and internal service level standards.
  • Analyze customer feedback and service data to identify process improvement opportunities.
  • Collaborate with cross-functional teams (sales, operations, claims, and IT) to enhance the overall customer experience.
  • Build and mentor a high-performing team focused on customer satisfaction and service efficiency.
  • Prepare periodic reports for senior management on customer service performance metrics.
  • Drive digital and process transformation initiatives for improved service delivery.

Requirements:

  • Excellent leadership and interpersonal communication skills.
  • Strong understanding of customer service frameworks and complaint management in the insurance/financial industry.
  • Proficiency in CRM tools, service quality monitoring, and reporting.
  • Strategic thinking with hands-on problem-solving approach.

Job Type: Full-time

Work Location: In person

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