Manager - Call Center and CRM Tech Information Technology Group

The Bank of Punjab is one of the fastest growing banks in Pakistan with a profound existence of 35+ years. It operates through a network of over 900 branches and ATMs across the country, offering premium banking services with a major focus on unsurpassed value-added services for its customers through advanced solutions.

In line with the Bank’s progression strategy, we invite applications from experienced, dedicated, and performance-driven professionals for the following position in our Digital Transformation Division, Information Technology Group. This position offers an excellent opportunity for the right candidates desirous of building a long-term career in a dynamic organization:

Grade: Band-7 to Band-5

Location: Lahore

Job Responsibilities:

Lead the resolution of technical issues affecting voice services, working closely with IT and external vendors to minimize downtime and maintain system integrity.
Develop and enforce troubleshooting protocols to address and prevent recurrent issues.
Plan and manage upgrades or migrations of voice technology systems to enhance capabilities, security, and scalability.
Collaborate with IT and operations teams to integrate voice systems with other contact center tools, such as CRM and workforce management systems, to support a unified customer experience.
Monitor system performance, analyzing call quality, connection reliability, and other metrics to ensure high service standards.
Generate and interpret reports to identify trends, make data-driven decisions, and recommend technology improvements.
Work with vendors and service providers to negotiate contracts, oversee service agreements, and ensure alignment with the company’s technology needs and budget.
Liaise with stakeholders across the organization to align voice technology strategies with business goals and customer service initiatives.
Ensure voice systems comply with relevant regulations and internal security policies, safeguarding customer data and ensuring system resilience.
Implement and oversee protocols for data protection, disaster recovery, and system backup in the voice technology environment.

Eligibility Criteria:

Qualification: Minimum Bachelor’s or equivalent degree from an HEC recognized local/foreign university.

Experience: Minimum 07 to 09 years of banking experience. Preference will be given to candidates having 5 years of relevant experience.

Age: Up to 55 years as of Aug 16th, 2026.

Important Note:

Only shortlisted candidates shall be called for an interview. No TA/DA will be admissible.
The Bank of Punjab reserves the right to accept or reject any application(s) without assigning any reason(s) thereof.
The Bank is an equal opportunity employer. Females, minorities, differently-abled persons (DAPs), and transgender individuals are encouraged to apply.
The above position carries market-based competitive remuneration.
Individuals fulfilling the above-mentioned criteria are encouraged to apply online through BOP career portal bop.rozee.pk latest by Aug 16, 2026.

Skills

Data Protecion Ensuring Voice Systems monitoring system performance Collaboration with internal teams Resoliving Technical Issues

Job Details

Industry:

Banking/Financial Services

Functional Area:

Operations

Total Positions:

1 Post

Job Shift:

First Shift (Day)

Job Type:

Full Time/Permanent

Department:

Information Technology Group (Digital Transformation Division)

Job Location:

Lahore, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Degree Title:

Minimum Bachelor’s or equivalent degree from an HEC recognized local/foreign university.

Career Level:

Experienced Professional

Minimum Experience:

7 Years (Minimum 07 to 09 years of banking experience. Preference will be given to candidates having 5 years of relevant experience.)

Apply Before:

Aug 17, 2026

Posting Date:

Aug 06, 2026

The Bank of Punjab (BOP)

Banking/Financial Services · More than 5000 employees - Lahore

The Bank of Punjab was established in 1989 under The Bank of Punjab Act, 1989 passed by Provincial Assembly of the Punjab, as a non-scheduled Commercial Bank with majority shareholding of Government of the Punjab. The Bank earned the status of a scheduled Commercial Bank in 1994 and currently carries a vast network of over 620 online branches, strategically located across the Country along with an ATM network of over 550 offering 24/7 banking services to its diverse clientele of over 2 million. Since its inception, the BOP has seen many ups and downs and has also successfully weathered the waves of economic volatility, recessions and stiff market competition over the years. Current strong network base coupled with solid capital structure and phenomenal financial results posted during last few years has transformed the Bank to one of a leading financial institution of the Country. Now, the Bank standouts among peer group as a robust and rapidly growing commercial Bank. Besides offering a range of products and services to meet the modern days’ banking requirements of its clients, the Bank has also established its footprint in the areas of consumer financing, agriculture credit, corporate & investment banking, cash management and alternative delivery channels. While achieving the objective of financial inclusion through its presence in remote and unbanked areas of the Country with HarFardKaKhayal the Bank is playing its due role in the economic growth of the Country through its various specially tailored and designed products and services.