Details of Job Advertisement by Bank of Punjab 03-Jun-2026

This job was posted on 03-Jun-2026 and has a last application date of 12-Jun-2026.

Career Opportunities in Banking – The Bank of Punjab (BOP)

About The Bank of Punjab

The Bank of Punjab (BOP) is one of Pakistan’s fastest-growing banks, with more than 35 years of successful operations. The bank serves customers through a nationwide network of over 900 real-time online branches and ATMs. BOP is committed to excellence, innovation, and customer-centric banking services.

The Bank invites applications from experienced, dedicated, and performance-driven professionals for leadership positions within its Contact Center under the Information Technology Group.

---

Position 1: Segment Head – Inbound

Department: Information Technology Group (Contact Center)
Grade: Band-5 to Band-3
Location: Lahore

Job Purpose

The Segment Head – Inbound will be responsible for managing inbound contact center operations, ensuring high-quality customer service, operational efficiency, regulatory compliance, and continuous performance improvement.

Key Responsibilities

• Drive and improve key customer service metrics, including Customer Satisfaction (CSAT) and First Call Resolution (FCR).
• Monitor compliance with KYC (Know Your Customer), AML (Anti-Money Laundering), and customer verification requirements.
• Track and analyze operational KPIs such as:
  • Average Handling Time (AHT)
  • First Call Resolution (FCR)
  • Service Levels
  • Quality Scores
• Identify performance gaps and implement corrective measures.
• Conduct regular employee performance evaluations and coaching sessions.
• Ensure timely and effective resolution of customer complaints within defined Turnaround Time (TAT).
• Oversee the effective utilization of CRM, IVR, and telephony systems.
• Forecast call volumes and develop staffing plans accordingly.
• Optimize workforce scheduling and resource allocation to meet operational demands.
• Ensure proper handling, reporting, and escalation of fraud-related cases.
• Collaborate with Quality Assurance teams to maintain service excellence.
• Lead initiatives aimed at increasing digital channel adoption and reducing call dependency.

Eligibility Criteria

Qualification

• Minimum Bachelor's degree or equivalent qualification from an HEC-recognized local or foreign university.

Experience

• Minimum 9–12 years of professional experience.
• Preference will be given to candidates with at least 5 years of relevant banking experience.

Age Limit

• Up to 55 years as of the application closing date.

---

Position 2: Segment Head – Outbound

Department: Information Technology Group (Contact Center)
Grade: Band-5 to Band-3
Location: Lahore

Job Purpose

The Segment Head – Outbound will lead outbound contact center operations, drive business growth through effective sales strategies, and ensure compliance with banking regulations while maintaining high service quality standards.

Key Responsibilities

• Develop and implement robust sales strategies to achieve sustainable business growth and market expansion.
• Forecast sales trends and analyze performance data to identify and mitigate risks.
• Lead, mentor, and monitor outbound teams to achieve KPIs and service quality targets.
• Supervise daily outbound operations and ensure accurate MIS reporting.
• Ensure timely resolution of customer inquiries, concerns, and complaints.
• Maintain strict compliance with internal bank policies and State Bank of Pakistan (SBP) regulations.
• Minimize regulatory and operational risks by ensuring adherence to established procedures.
• Design and propose incentive and reward programs for high-performing employees.
• Monitor team productivity and continuously improve operational effectiveness.

Eligibility Criteria

Qualification

• Minimum Bachelor's degree or equivalent qualification from an HEC-recognized local or foreign university.

Experience

• Minimum 9–12 years of professional experience.
• Preference will be given to candidates with at least 5 years of relevant banking experience.

Age Limit

• Up to 55 years as of the application closing date.

---

Important Notes

1. Only shortlisted candidates will be contacted for interviews.
2. No TA/DA will be admissible for interviews.
3. The Bank of Punjab reserves the right to accept or reject any application without assigning any reason.
4. BOP is an equal opportunity employer.
5. Female candidates, minorities, differently-abled persons (DAPs), and transgender individuals are strongly encouraged to apply.
6. Selected candidates will receive market-competitive remuneration and benefits.

Application Deadline

Interested candidates meeting the above criteria should submit their applications through the BOP Career Portal no later than 12 June 2026.

Contact Information

BOP Phone Banking: 111-267-200