Senior Officer - HR Complaints (OG-II / OG-I)

Khanewal; Karachi Division; On-site; PKR 900,000 - 1,300,000; Full time

Job summary

National Bank of Pakistan is seeking a Senior Officer - HR Complaints (OG-II/OG-I) on a contractual basis for three years, based in Karachi. The role focuses on scrutinizing employee complaints, ensuring compliance with policies and regulatory guidelines, and preparing summaries for the Competent Authority.

The ideal candidate has at least graduation in HR or related field, 2+ years’ experience including HR, strong communication, and proficiency in MS Office. Equal opportunity employer.

Qualifications

• Bachelor's degree in HR or related field required.
• Master's degree in HR or HR certifications preferred.
• Strong communication and interpersonal skills required.

Responsibilities

• Scrutinize, examine, and process employee complaints per policies and guidelines.
• Review fact-finding reports, identify gaps, and raise queries for clarity.
• Prepare concise case summaries and briefing notes for decision-makers.
• Maintain complete and confidential records of complaints and outcomes.
• Ensure timely follow-up and monitoring of complaint resolutions.
• Liaise with internal departments and stakeholders to collect information for complaint handling.
• Ensure confidentiality, impartiality, and fairness throughout investigations.
• Assist in management reports, dashboards, and regulatory submissions.

Skills

Communication skills

Teamwork

Service orientation

HR knowledge

Education

Bachelor's degree in HR

Master's degree in HR

HR certifications

Tools

MS Office

Job description

## Senior Officer - HR Complaints (OG-II / OG-I)Full Job Details#### Job Description**Department:** Human Resource Management **Position:** 01 **Reporting To:** Wing Head – HRLC & ERD **Employment Type:** Contractual, 3 Years### “The Nation’s Bank”, National Bank of Pakistan aims to support the financial well-being of the nation while enabling sustainable growth and inclusive development through its wide local and international network of branches.As one of the leading and largest banks in Pakistan, National Bank of Pakistan contributes significantly to the country's socioeconomic growth, with an objective to transform the institution into a future-fit, agile, and sustainable bank.JobsIn line with its strategy, the Bank is seeking talented, dedicated, and experienced professionals for the Human Resource Management function based in Karachi.## Eligibility Criteria### Educational / Professional Qualification* Minimum Graduation or equivalent from a local or international university, college, or institute recognized by the HEC of Pakistan, preferably in HR.* Candidates holding a Master's degree and/or HR certifications will be preferred.### Experience* Minimum 2 years of work experience, including at least 1 year in Human Resources.* Candidates with experience in similar roles within the financial sector will be preferred.### Other Skills / Expertise / Knowledge* Good communication and interpersonal skills.* Effective team player.* Service-oriented approach.* Proficiency in MS Office applications.* Understanding of HR functions.## Main Duties & Responsibilities* Scrutinize, examine, and process employee complaints received from various quarters in strict compliance with applicable organizational policies, rules, and regulatory guidelines.* Review and analyze fact-finding reports to identify gaps, inconsistencies, or deficiencies, and raise appropriate queries with investigators for clarification and completeness.* Prepare concise case summaries, recommendations, and briefing notes for submission to the Competent Authority to facilitate informed decision-making.* Maintain complete and updated records of complaints, correspondence, and case outcomes in an organized and confidential manner.* Ensure timely follow-up and monitoring of complaint resolution processes according to defined timelines and service standards.* Liaise with internal departments, regional offices, and stakeholders to collect information and documents relevant to complaint handling.* Ensure confidentiality, impartiality, and procedural fairness throughout complaint review and investigation processes.* Assist in preparing management reports, complaint status updates, dashboards, and regulatory/compliance submissions, as required.* Perform any other assignment assigned by the supervisor(s).## Assessment Test / InterviewOnly shortlisted candidates who strictly meet the basic eligibility criteria will be invited for test and/or panel interview(s).## Employment Terms & BenefitsThe employment will be on a **contractual basis for three years**, which may be renewed at the discretion of Management.Compensation & BenefitsSelected candidates will be offered a compensation package and other benefits according to the Bank's policies and rules.## How to ApplyInterested candidates should apply online through the designated careers portal of the Bank's recruitment partner, according to the given instructions.Applications received after the due date will not be considered.**Important:** No TA/DA will be admissible for the test/interview.## Equal OpportunityNational Bank of Pakistan is an equal opportunity employer and welcomes applications from all qualified individuals, regardless of gender, religion, or disability.