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consumer experience lead p5

Philip Morris International

<div>
 At PMI, we&rsquo;ve chosen to do something incredible. We&rsquo;re totally transforming our business and building our future on one clear purpose &ndash; to deliver a smoke-free future.
 
 
 With huge change, comes huge opportunity. So, wherever you join us, you&rsquo;ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions.
 
 
 
 Major Accountabilities
 
 
 
 <ul>
 <li>
 Review &amp; analyze market and category research to identify local trends, consumer journey behavior, needs and preferences, and competitive landscape to define business opportunities and issues.
 </li>
 <li>
 Support the Manager of Consumer Experience Programs in developing consumer acquisition strategies and coordinate with stakeholders to ensure integration into deployment plans while adhering to trade processes and regulatory frameworks.
 </li>
 <li>
 Identify the right audiences for consumer engagement and manage communication strategies to ensure effective outreach. liaison with marketing team to develop communication based on strategy
 </li>
 <li>
 Innovate and develop new consumer programs that drive quality acquisition and conversion, leveraging creativity and market insights to design initiatives that attract and retain consumers.
 </li>
 <li>
 Take the lead on commercial initiatives advocating consumer-centric solutions grounded in market insights and trends.
 </li>
 <li>
 Monitor and evaluate the progress of programs, projects, and initiatives against KPIs and goals, recommending corrective actions as needed.
 </li>
 <li>
 Collaborate with cross-functional teams and channel owners to ensure relevancy and content that improves performance.
 </li>
 <li>
 Identify the right audiences for consumer engagement and manage communication strategies to ensure effective outreach.
 </li>
 <li>
 Liason with marketing team to develop communication based on strategy
 
 
 </li>
 </ul>
 
 Work Experience
 
 
 
 <ul>
 <li>
 3+ years of relevant experience in Brand management, project management, consumer experience or consumer programs.
 </li>
 <li>
 Proven ability to manage and optimize consumer journeys and drive program outcomes.
 </li>
 <li>
 Strong cross-functional collaboration skills, especially with marketing, product, and sales teams.
 </li>
 <li>
 Experience analyzing market research to identify trends, consumer behaviors, and business opportunities.
 </li>
 <li>
 Excellent analytical skills to interpret consumer data, feedback, and KPIs for actionable insights and continuous improvement.
 
 
 </li>
 </ul>
 
 EDUCATION
 
 
 
 Bachelors or Masters graduate
 
 
 
 What We Offer
 
 
 
 Our success depends on our talented employees who come to work here every single day with a sense of purpose and an appetite for progress. Join PMI and you too can:
 
 
 <ul>
 <li>
 Seize the freedom to define your future and ours. We&rsquo;ll empower you to take risks, experiment and explore.
 </li>
 <li>
 Be part of an inclusive, diverse culture, where everyone&rsquo;s contribution is respected; collaborate with some of the world&rsquo;s best people and feel like you belong.
 </li>
 <li>
 Pursue your ambitions and develop your skills with a global business &ndash; our staggering size and scale provides endless opportunities to progress.
 </li>
 <li>
 Take pride in delivering our promise to society: to deliver a smoke-free future.
 
 
 </li>
 </ul>
 
 20125
 
</div>

Consumer Experience Lead P5

<div>At PMI, we&rsquo;ve chosen to do something incredible. We&rsquo;re totally transforming our business and building our future on one clear purpose &ndash; to deliver a smoke-free future. 
With huge change, comes huge opportunity. So, wherever you join us, you&rsquo;ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. 
MAJOR ACCOUNTABILITIES<ul><li>
Review &amp; analyze market and category research to identify local trends, consumer journey behavior, needs and preferences, and competitive landscape to define business opportunities and issues.</li><li>
Support the Manager of Consumer Experience Programs in developing consumer acquisition strategies and coordinate with stakeholders to ensure integration into deployment plans while adhering to trade processes and regulatory frameworks.</li><li>
Identify the right audiences for consumer engagement and manage communication strategies to ensure effective outreach. liaison with marketing team to develop communication based on strategy</li><li>
Innovate and develop new consumer programs that drive quality acquisition and conversion, leveraging creativity and market insights to design initiatives that attract and retain consumers.</li><li>
Take the lead on commercial initiatives advocating consumer-centric solutions grounded in market insights and trends.</li><li>
Monitor and evaluate the progress of programs, projects, and initiatives against KPIs and goals, recommending corrective actions as needed.</li><li>
Collaborate with cross-functional teams and channel owners to ensure relevancy and content that improves performance.</li><li>
Identify the right audiences for consumer engagement and manage communication strategies to ensure effective outreach.</li><li>
Liason with marketing team to develop communication based on strategy</li></ul> 
WORK EXPERIENCE<ul><li>
3+ years of relevant experience in Brand management, project management, consumer experience or consumer programs.</li><li>
Proven ability to manage and optimize consumer journeys and drive program outcomes.</li><li>
Strong cross-functional collaboration skills, especially with marketing, product, and sales teams.</li><li>
Experience analyzing market research to identify trends, consumer behaviors, and business opportunities.</li><li>
Excellent analytical skills to interpret consumer data, feedback, and KPIs for actionable insights and continuous improvement.</li></ul> 
EDUCATION
Bachelors or Masters graduate 
What we offer
Our success depends on our talented employees who come to work here every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: 
<ul><li>
Seize the freedom to define your future and ours. We&rsquo;ll empower you to take risks, experiment and explore.</li><li>
Be part of an inclusive, diverse culture, where everyone&rsquo;s contribution is respected; collaborate with some of the world&rsquo;s best people and feel like you belong.</li><li>
Pursue your ambitions and develop your skills with a global business &ndash; our staggering size and scale provides endless opportunities to progress.</li><li>
Take pride in delivering our promise to society: to deliver a smoke-free future.</li></ul></div>

HugoBank

<div>
 As the Product Lead for Lending (Consumer &amp; SME), the incumbent will lead the end-to-end strategy, design, and delivery of lending products across both individual (consumer) and business (SME) segments. The role requires a blend of strategic thinking, customer insight, technical expertise, and a deep understanding of Pakistan's lending landscape covering unsecured, secured, and digital credit propositions. The Product Lead will ensure that all lending products are designed with scalability, compliance, and customer experience in mind, supporting HugoBank's goal of becoming a lending-first digital bank.
 
 
 
 Essential Duties And Responsibilities
 
 
 
 
 Product Proposition &amp; Strategy
 
 
 
 <ul>
 <li>
 Define and own clear, differentiated lending propositions across Consumer and SME segments, including personal loans, credit cards, working capital finance, term loans, earned wage access (EWA), inventory finance, and invoice financing
 </li>
 <li>
 Identify and prioritize customer pain points and unmet credit needs to design scalable, compliant lending solutions aligned with HugoBank's strategic and risk objectives
 </li>
 <li>
 Ensure lending propositions drive customer lifecycle value, responsible credit usage, and financial inclusion, while supporting sustainable portfolio growth
 
 
 </li>
 </ul>
 
 Product Development &amp; Lifecycle Management
 
 
 
 <ul>
 <li>
 Own and manage the end-to-end lending product lifecycle, from concept and business case development through design, testing, launch, and continuous optimization
 </li>
 <li>
 Partner with Technology, Risk, Credit, Finance, and Operations teams to define and implement credit policies, business rules, customer journeys, and system configurations
 </li>
 <li>
 Lead integration and automation initiatives across the Credit Decision Engine (CDE) and Lending Management System (LMS) to enable scalable, fast, and reliable credit decisioning
 
 
 </li>
 </ul>
 
 Process Optimization
 
 
 
 <ul>
 <li>
 Map and streamline end-to-end lending processes to improve efficiency, reduce turnaround time, and enhance customer experience
 </li>
 <li>
 Introduce digital credit journeys, leveraging automation and analytics to support instant or near-instant lending decisions
 </li>
 <li>
 Continuously identify bottlenecks and control gaps, implementing scalable process improvements that balance speed, risk, and regulatory compliance
 
 
 </li>
 </ul>
 
 Technical &amp; Analytical Collaboration
 
 
 
 <ul>
 <li>
 Work closely with Technology and Data teams to design credit workflows, decision models, APIs, and data points required for lending propositions
 </li>
 <li>
 Use analytics and portfolio insights to inform product enhancements and risk optimization
 
 
 </li>
 </ul>
 
 Risk, Compliance &amp; Operations
 
 
 
 <ul>
 <li>
 Ensure lending frameworks and operational processes comply with SBP and AML/CFT requirements while enabling scalable growth
 </li>
 <li>
 Work cross-functionally with Risk, Compliance, and Operations to monitor fraud and credit misuse risks in line with consumer lending policies and controls
 
 
 </li>
 </ul>
 
 Cross-Functional Leadership
 
 
 
 <ul>
 <li>
 Collaborate with Liabilities, Marketing, Technology, Risk, Data, and Analytics teams to deliver integrated lending and financing offerings across multiple customer segments, including Merchants
 </li>
 <li>
 Partner with Product teams to design and launch targeted financing solutions for Merchants and other priority segments, such as working capital, invoice factoring, and BNPL
 </li>
 <li>
 Leverage transactional and behavioral data in partnership with Analytics to generate insights and enable effective cross-sell and upsell of lending products across segments
 
 
 </li>
 </ul>
 
 Secondary Responsibilities
 
 
 
 <ul>
 <li>
 Gather market insights to identify product pain points, unmet needs, and value-added service opportunities (e.g., loyalty programs, BNPL, automated invoicing) across Merchants and other priority customer segments
 </li>
 <li>
 Conduct field visits, customer interviews, and workshops with key segments and clusters (including pharmacies, FMCG distributors, and retail hubs) to capture on-ground insights and behavioral drivers for borrowing
 </li>
 <li>
 Ensure customer insights are systematically embedded into product prioritization and roadmap decisions
 </li>
 <li>
 Continuously track global and regional lending trends, with a strong focus on digital-first propositions, to inform product evolution and competitive positioning
 
 
 </li>
 </ul>
 
 Requirements
 
 
 
 <ul>
 <li>
 Bachelor's degree in Business Administration, Economics, Finance, or related field
 </li>
 <li>
 5-7 years of experience in financial services, with hands-on ownership of Consumer and/or SME lending products
 </li>
 <li>
 Proven track record in designing, launching, and scaling lending propositions, including digital credit journeys, underwriting models, and lifecycle management
 </li>
 <li>
 Strong understanding of SBP lending regulations, AML/CFT, consumer protection guidelines, and their impact on product design and execution
 </li>
 </ul>
</div>

Products Lead - Lending

Unilever

<div>
 Unilever is hiring for AM B&amp;W CTI &amp; Claims
 
 
 Function: R&amp;D
 
 
 Work Level: 1
 
 
 Reports to: Amna Waris Aqeel
 
 
 Scope: B&amp;W R&amp;D
 
 
 Location: Karachi, Pakistan Head Office
 
 
 
 About Unilever
 
 
 
 With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people &ndash; we believe that when our people work with purpose, we will create a better business and a better world.
 
 
 At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don&rsquo;t believe in the &lsquo;one size fits all&rsquo; approach and instead we will equip you with the tools you need to shape your own future.
 
 
 
 CATEGORY INTRODUCTION
 
 
 
 Pakistan&rsquo;s Beauty and Wellbeing is a &euro;225m business and commands the market leadership position in Hair Care. It operates with 6 strong brands (Lifebuoy, Sunsilk, Glow &amp; Lovely, Dove, Ponds and TRESemm&eacute;), 4 of which are power brands for Unilever globally. The business today is supported by one of the most technologically advanced and efficient B&amp;W flagship factories in the PTAB region. With its large consumer base and strong market position, B&amp;W Pakistan is the biggest market in PTAB region and holds clear strategic importance for the region.
 
 
 
 Job Purpose
 
 
 
 Unilever is the place where you can bring your purpose to life with the work that you do &ndash; creating a better business and a better world. If you are a passionate, self-motivated, self-organized and detail-oriented person with a strong understanding of Beauty &amp; Wellbeing and/or Personal Care category products &amp; trends, a strong technical background in product performance assessments as well as the skill to work in a multiple stakeholder organization then this role is just for you!
 
 
 
 What Will Your Main Responsibilities Be
 
 
 
 The Consumer Technical Insight (CTI) team is a core function within R&amp;D. We are currently seeking an Assistant Manager to join our team, to support these critical activities:
 
 
 <ul>
 <li>
 Responsible for generating consumer insights, substantiating product claims, and driving engagement with both internal and external audiences.
 </li>
 <li>
 Lead end-to-end Projects delivery from CTI side. This includes driving project execution from concept to launch, managing timelines and ensuring that product performance meets consumer expectations
 </li>
 <li>
 Support the development &amp; deployment of consumer-relevant product claims in collaboration with the global &amp; regional claims teams, helping to maximise impact, and ensure alignment with key stakeholders
 </li>
 <li>
 Collaborate with Demand Creation leads to co-develop engaging content and storytelling/knowledge based selling for both existing brands and new innovations
 </li>
 <li>
 Additionally, lead R&amp;D-led engagement sessions, ensuring that local consumer insights and product or technology communications are effectively brought to life and aligned with broader strategic objectives
 </li>
 <li>
 Planning &amp; execution of technical substantiation for consumer relevant product claims, lead product sensory checks &amp; lead technical readiness of the consumer studies
 </li>
 <li>
 Collaborate closely within CTI PTAB and with key stakeholders to ensure that consumer insights are effectively captured and integrated at the appropriate stages of innovation and renovation projects.
 
 
 </li>
 </ul>
 
 What You Need To Succeed
 
 
 
 
 Experiences &amp; Qualifications:
 
 
 
 <ul>
 <li>
 Educated in science, engineering, market research, or any of the physical sciences.
 </li>
 <li>
 Minimum 2-3 years of experience in an FMCG R&amp;D function, preferably within Beauty &amp; Wellbeing and/or Personal Care categories.
 </li>
 <li>
 Strong skills in technical data handling, analysis, and interpretation, with hands-on experience using MS Excel.
 </li>
 <li>
 Effective stakeholder management and business partnering skills, with the ability to influence across functions and geographies.
 </li>
 <li>
 Excellent communicator, able to translate complex scientific concepts into clear, compelling messages for diverse stakeholders including brand teams, customer development, regulators, trade partners, and consumers.
 </li>
 <li>
 Comfortable navigating complex networks and leading multi-functional, multi-cultural teams.
 </li>
 <li>
 A growth mindset, technical depth, agility, and a strong passion for high performance are essential.
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Data Generation &amp; Interpretation
 </li>
 <li>
 Technical Communication
 </li>
 <li>
 Agile Delivery
 </li>
 <li>
 Data analytics
 </li>
 <li>
 Digital Tool Proficiency
 </li>
 <li>
 Innovation Execution
 </li>
 <li>
 Solution oriented, result driven with strong attention to detail to deliver with excellence
 </li>
 <li>
 Ability to work under pressure or stretched timelines
 </li>
 <li>
 Good time management skills, strong ownership, responsibility &amp; accountability
 </li>
 <li>
 Ability to deliver to the highest standards
 
 
 </li>
 </ul>
 
 Unilever Behaviors
 
 
 
 <ul>
 <li>
 Care Deeply: We care about how consumers experience our brands, the growth and development of our people, and their impact on the planet. We emphasise the importance of performance and care, moving from ambiguity about success to fairness and transparency.
 </li>
 <li>
 Focus On What Counts: We priorities what truly matters, setting clear and stretching goals. We aim to shift from having everything as a priority to focusing on fewer, bigger things that are delivered to conclusion and are being rewarded.
 </li>
 <li>
 Stay Three Steps Ahead: We encourage bold and creative thinking to make breakthroughs in performance. We focus on anticipating and staying ahead of consumer needs and external trends, shifting from reacting to leading, shaping, and disrupting the market.
 </li>
 <li>
 Deliver with Excellence: The emphasis is on delivering everything with excellence and pace, taking personal ownership, and holding each other accountable. We aim to shift from pride in thinking to pride in execution, developing breakthrough solutions and ensuring the best in reality.
 
 
 </li>
 </ul>
 Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.
 
 
 Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their &lsquo;Whole Self&rsquo; to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.
</div>

B&W CTI & Claims AM

<div>Unilever is hiring for AM B&amp;W CTI &amp; Claims 
Function: R&amp;D 
Work Level: 1 
Reports to: Amna Waris Aqeel 
Scope: B&amp;W R&amp;D 
Location: Karachi, Pakistan Head Office
ABOUT UNILEVER 
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people &ndash; we believe that when our people work with purpose, we will create a better business and a better world. 
At Unilever, your career will be a unique journey, grounded in our inclusive, collaborative, and flexible working environment. We don&rsquo;t believe in the &lsquo;one size fits all&rsquo; approach and instead we will equip you with the tools you need to shape your own future. 
CATEGORY INTRODUCTION 
Pakistan&rsquo;s Beauty and Wellbeing is a &euro;225m business and commands the market leadership position in Hair Care. It operates with 6 strong brands (Lifebuoy, Sunsilk, Glow &amp; Lovely, Dove, Ponds and TRESemm&eacute;), 4 of which are power brands for Unilever globally. The business today is supported by one of the most technologically advanced and efficient B&amp;W flagship factories in the PTAB region. With its large consumer base and strong market position, B&amp;W Pakistan is the biggest market in PTAB region and holds clear strategic importance for the region. 
 
JOB PURPOSE<div> 
Unilever is the place where you can bring your purpose to life with the work that you do &ndash; creating a better business and a better world. If you are a passionate, self-motivated, self-organized and detail-oriented person with a strong understanding of Beauty &amp; Wellbeing and/or Personal Care category products &amp; trends, a strong technical background in product performance assessments as well as the skill to work in a multiple stakeholder organization then this role is just for you! 
 
WHAT WILL YOUR MAIN RESPONSIBILITIES BE 
 
The Consumer Technical Insight (CTI) team is a core function within R&amp;D. We are currently seeking an Assistant Manager to join our team, to support these critical activities: 
<ul><li>Responsible for generating consumer insights, substantiating product claims, and driving engagement with both internal and external audiences.</li><li>Lead end-to-end Projects delivery from CTI side. This includes driving project execution from concept to launch, managing timelines and ensuring that product performance meets consumer expectations</li><li>Support the development &amp; deployment of consumer-relevant product claims in collaboration with the global &amp; regional claims teams, helping to maximise impact, and ensure alignment with key stakeholders</li><li>Collaborate with Demand Creation leads to co-develop engaging content and storytelling/knowledge based selling for both existing brands and new innovations</li><li>Additionally, lead R&amp;D-led engagement sessions, ensuring that local consumer insights and product or technology communications are effectively brought to life and aligned with broader strategic objectives</li><li>Planning &amp; execution of technical substantiation for consumer relevant product claims, lead product sensory checks &amp; lead technical readiness of the consumer studies</li><li>Collaborate closely within CTI PTAB and with key stakeholders to ensure that consumer insights are effectively captured and integrated at the appropriate stages of innovation and renovation projects.</li></ul> 

WHAT YOU NEED TO SUCCEED 
 
Experiences &amp; Qualifications: 
<ul><li>Educated in science, engineering, market research, or any of the physical sciences.</li><li>Minimum 2-3 years of experience in an FMCG R&amp;D function, preferably within Beauty &amp; Wellbeing and/or Personal Care categories.</li><li>Strong skills in technical data handling, analysis, and interpretation, with hands-on experience using MS Excel.</li><li>Effective stakeholder management and business partnering skills, with the ability to influence across functions and geographies.</li><li>Excellent communicator, able to translate complex scientific concepts into clear, compelling messages for diverse stakeholders including brand teams, customer development, regulators, trade partners, and consumers.</li><li>Comfortable navigating complex networks and leading multi-functional, multi-cultural teams.</li><li>A growth mindset, technical depth, agility, and a strong passion for high performance are essential.</li></ul> 

Skills: 
<ul><li>Data Generation &amp; Interpretation</li><li>Technical Communication</li><li>Agile Delivery</li><li>Data analytics</li><li>Digital Tool Proficiency</li><li>Innovation Execution</li><li>Solution oriented, result driven with strong attention to detail to deliver with excellence</li><li>Ability to work under pressure or stretched timelines</li><li>Good time management skills, strong ownership, responsibility &amp; accountability</li><li>Ability to deliver to the highest standards</li></ul> 

Unilever Behaviors: 
<ul><li>Care Deeply: We care about how consumers experience our brands, the growth and development of our people, and their impact on the planet. We emphasise the importance of performance and care, moving from ambiguity about success to fairness and transparency.</li><li>Focus On What Counts: We priorities what truly matters, setting clear and stretching goals. We aim to shift from having everything as a priority to focusing on fewer, bigger things that are delivered to conclusion and are being rewarded.</li><li>Stay Three Steps Ahead: We encourage bold and creative thinking to make breakthroughs in performance. We focus on anticipating and staying ahead of consumer needs and external trends, shifting from reacting to leading, shaping, and disrupting the market.</li><li>Deliver with Excellence: The emphasis is on delivering everything with excellence and pace, taking personal ownership, and holding each other accountable. We aim to shift from pride in thinking to pride in execution, developing breakthrough solutions and ensuring the best in reality.</li></ul> 
Unilever embraces diversity and encourages applicants from all walks of life! This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.</div>
Unilever is an organisation committed to equity, inclusion and diversity to drive our business results and create a better future, every day, for our diverse employees, global consumers, partners, and communities. We believe a diverse workforce allows us to match our growth ambitions and drive inclusion across the business. At Unilever we are interested in every individual bringing their &lsquo;Whole Self&rsquo; to work and this includes you! Thus if you require any support or access requirements, we encourage you to advise us at the time of your application so that we can support you through your recruitment journey.</div>

Indus University

Full job descriptionRole OverviewWe are looking for a Senior Graphic Designer to lead visual execution across brand campaigns, digital content, and client-facing assets. This role requires strong conceptual thinking, high aesthetic standards, and the ability to translate ideas into polished visuals aligned with premium brands.Key Responsibilities<ul><li>Design high-quality creatives for social media, campaigns, presentations, pitch decks, and marketing assets</li><li>Lead visual direction for brand campaigns and influencer-led content</li><li>Translate briefs into strong concepts, layouts, and executions</li><li>Maintain and evolve brand guidelines across multiple brands and clients</li><li>Collaborate closely with video, content, and strategy teams</li><li>Deliver production-ready files with precision and consistency</li><li>Manage multiple projects while maintaining quality and deadlines</li></ul>Requirements<ul><li>2&ndash;3+ years of professional graphic design experience</li><li>Strong portfolio demonstrating branding, digital, and campaign work</li><li>Expert proficiency in Adobe Photoshop, Illustrator, and InDesign</li><li>Strong understanding of typography, composition, color, and layout</li><li>Experience working with premium or consumer-facing brands</li><li>Attention to detail and ability to work independently</li><li>Agency or campaign experience is a strong plus</li></ul>Job Type: Full-timeWork Location: In person

Graphic Designer

Htech Solution Pvt. Ltd.

SummaryOversee activities of his/her team and hence of Contact Center in their respective shifts to ensure quality performance and smooth operation.Reporting RelationshipThe person will report to Lead Supervisor Operations/Manager.Responsibilities&middot; To communicate the company&rsquo;s vision, purpose, core values to the grass root level employees.&middot; To implement the policies of H-tech solutions in his / her respective team.&middot; To be able to handle employee concerns and provide conflict resolution. To address all employees&rsquo; grievances.<ul><li>To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.</li><li>To speak in an accent that is fully understood and appreciated by the consumer</li><li>To completely understand consumer language and accent and respond to his/her questions in the best possible manner</li><li>To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.</li><li>To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.</li><li>To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.</li><li>To have extensive exposure to and firsthand knowledge of the relevant culture names addresses and language.</li><li>To have knowledge regarding efficient usage of software for data entry and/or searching.</li><li>Product knowledge and FAQs.</li><li>Knowledge of the processes outlined for:</li><li>Case Handling</li><li>Call backs</li><li>Escalations</li><li>Forwarding</li><li>Reporting / Data Logging</li></ul>&middot; To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.&middot; To create a sense of ownership among the employees.&middot; Conduct weekly call monitoring and coaching of Customer Support Executives.&middot; Team member&rsquo;s development through additional training and goal setting as identified.&middot; To make sure that the employees are following the schedule properly.&middot; Maintain accurate agent performance stats and reports.&middot; To identify and foresee problems in the existing system and come up with solutions and improvements in the system.&middot; To improve and facilitate team work and coordination through effective communication within the team.&middot; Take escalation calls when needed and promote exceptional customer service by provide first hand resolution&middot; To promote professionalism in the call center environment.&middot; Proficient in the use of Microsoft Office Suite.&middot; To manage the d&eacute;cor and cleanliness of the call center.&middot; Other related job responsibilities as assigned by Call Center Management.Authority<ul><li>To resolve any/all employee concerns according to H-tech policies and procedures</li><li>To escalate any/all unresolved employee concerns to the relevant authorities following the escalation process</li><li>To guide and console agent following company guidelines</li><li>To take defined corrective action against any misconduct</li></ul>&middot; To resolve conflicts according to company guidelinesReports&middot; Statistical data to analyze team&rsquo;s performance&middot; Analytical view of team&rsquo;s KPIs and trends&middot; Root cause Analysis of challenges and their action takenEducation&middot; Education: Bachelor&rsquo;s DegreeExperience&middot; At least 2- year banking call center experience and overall, 3 year Call center experience, field involved customer services representatives in different shifts and proven track record of quality service to customers on schedule.Job Type: Full-timeExperience:<ul><li> call center: 3 years (Required)</li></ul>Work Location: In person

Supervisor (Call Center)

Explore 2283+ Consumer experience lead p5 in Karachi this January. Find roles across top companies and apply now to boost your career.

2283 consumer experience lead p5 jobs IN Karachi

Consumer Experience Lead P5

Consumer Experience Lead P5

Products Lead - Lending

B&W CTI & Claims AM

B&W CTI & Claims AM

Graphic Designer

Supervisor (Call Center)