Manager - Complaint Resolution

Al Baraka Group; Karachi Division; On-site; PKR 900,000 - 1,500,000; Full time

Job summary

Al Baraka Group in Karachi is seeking a dedicated complaint handler to investigate and resolve escalated customer issues promptly and fairly. The role focuses on creating clear complaint rules, tracking trends, and collaborating with product development and QA to address root causes.

You will report on complaint metrics to senior leaders and ensure all actions comply with local laws and industry regulations, while supporting ongoing improvement across the bank.

Responsibilities

• Investigate and solve complex or escalated customer complaints quickly and fairly.
• Create and update clear rules and steps for how the company handles complaints.
• Track complaint trends to find weak spots in products or services and stop future issues.
• Work with other teams like product development or quality assurance to fix root causes.
• Write clear reports on complaint numbers and resolution times for senior leaders.
• Make sure all actions follow local laws and industry rules.
• To undertake any other duties, as required by the Bank.

Job description

• Investigate and solve complex or escalated customer complaints quickly and fairly.
• Create and update clear rules and steps for how the company handles complaints.
• Track complaint trends to find weak spots in products or services and stop future issues.
• Work with other teams like product development or quality assurance to fix root causes.
• Write clear reports on complaint numbers and resolution times for senior leaders.
• Make sure all actions follow local laws and industry rules.
• To undertake any other duties, as required by the Bank.

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