Wing Head – Liquidity

VP / SVP Grade · Treasury Division · Full-Time

Job Responsibilities

• Develop and implement NBP’s liquidity management framework, ensuring the bank maintains adequate liquidity buffers in compliance with SBP regulations and Basel III standards.
• Monitor daily cash flow positions, intraday liquidity requirements, and funding gaps across all business units to ensure uninterrupted banking operations.
• Manage the bank’s short-term and long-term funding strategy, including interbank borrowings, repo transactions, and market-based funding instruments.
• Prepare and present Liquidity Coverage Ratio (LCR) and Net Stable Funding Ratio (NSFR) reports to senior management and regulatory bodies in accordance with SBP guidelines.
• Coordinate with the Asset-Liability Management Committee (ALCO) to align liquidity strategy with overall balance sheet management and interest rate risk objectives.
• Lead stress testing and contingency funding planning exercises to assess NBP’s resilience under various liquidity stress scenarios.
• Build and maintain relationships with counterparty banks, institutional investors, and money market participants to ensure diversified and reliable funding sources.
• Guide and develop the treasury liquidity team, establishing clear performance objectives, workflows, and succession planning for key roles within the wing.

Requirements & Qualifications

• Education: Master’s degree in Finance, Economics, Business Administration, or equivalent; CFA/FRM preferred
• Experience: Minimum 10–12 years in banking treasury or liquidity management with significant leadership experience at senior management level
• Key Skills: Liquidity risk management, ALM, Basel III/SBP compliance, interbank markets, financial modelling, stakeholder reporting
• Grade: VP / SVP
• Gender: Male / Female
• Apply: sidathyder.com.pk/jobs/index.html

Unit Head – Call Center

AVP / VP Grade · Customer Services · Full-Time

Job Responsibilities

• Oversee end-to-end operations of NBP’s inbound and outbound call center, ensuring service delivery standards, SLA compliance, and customer satisfaction benchmarks are consistently met.
• Design and implement call center policies, escalation matrices, and quality assurance frameworks to deliver a seamless customer experience across all interaction channels.
• Manage workforce planning, shift scheduling, and capacity modeling for the contact center team to ensure adequate coverage during peak and off-peak banking hours.
• Monitor key performance indicators including average handle time, first call resolution rate, abandonment rate, and CSAT scores, reporting findings to senior management.
• Lead cross-functional coordination with branch banking, digital channels, and product teams to resolve complex customer complaints and drive process improvements.
• Evaluate and deploy call center technologies including CRM systems, IVR updates, and workforce management tools to improve operational efficiency.
• Conduct regular performance reviews and coaching sessions for supervisors and agents, fostering a culture of continuous improvement and customer-first service delivery.
• Prepare monthly and quarterly call center performance reports for executive leadership, highlighting trends, root causes of customer complaints, and strategic recommendations.

Requirements & Qualifications

• Education: Bachelor’s or Master’s degree in Business Administration, Management, or related field
• Experience: 7–10 years in call center or customer service management, preferably in the banking or financial services sector
• Key Skills: Call center operations, SLA management, team leadership, CRM systems, KPI reporting, workforce planning
• Grade: AVP / VP
• Gender: Male / Female
• Apply: sidathyder.com.pk/jobs/index.html

Unit Head – WhatsApp Banking

AVP / VP Grade · Digital Banking · Full-Time

Job Responsibilities

• Lead the strategy, development, and operations of NBP’s WhatsApp Banking channel, defining the product roadmap and customer journey to deliver a best-in-class conversational banking experience.
• Manage the end-to-end lifecycle of WhatsApp-based banking services including account inquiries, transaction notifications, fund transfer enablement, and complaint resolution workflows.
• Coordinate with technology, cybersecurity, and compliance teams to ensure the WhatsApp banking platform meets SBP digital banking regulations and data protection requirements.
• Oversee chatbot configuration, NLP model training, and conversation flow design to ensure automated responses are accurate, contextually appropriate, and aligned with NBP’s service standards.
• Analyze channel usage data, customer interaction logs, and drop-off patterns to identify friction points and drive continuous improvement in the WhatsApp banking experience.
• Develop and execute campaigns to drive customer adoption of WhatsApp banking services, in coordination with the marketing and digital channels teams.
• Liaise with Meta’s WhatsApp Business API partners and third-party vendors to manage platform integrations, uptime SLAs, and feature enhancement requests.
• Prepare performance dashboards and executive reports tracking active users, transaction volumes, resolution rates, and customer satisfaction scores for the WhatsApp channel.

Requirements & Qualifications

• Education: Bachelor’s or Master’s degree in IT, Computer Science, Business Administration, or related field
• Experience: 6–8 years in digital banking, fintech product management, or conversational banking with proven experience managing WhatsApp Business API or chatbot platforms
• Key Skills: WhatsApp Business API, chatbot management, digital customer experience, product management, data analytics, SBP digital banking compliance
• Grade: AVP / VP
• Gender: Male / Female
• Apply: sidathyder.com.pk/jobs/index.html

Supervisor – Call Center

OG-II / OG-I Grade · Customer Services · Full-Time

Job Responsibilities

• Supervise a team of call center agents during assigned shifts, monitoring live calls, queue volumes, and real-time performance dashboards to maintain service level agreements.
• Conduct daily briefings with the team to communicate targets, process updates, product knowledge refreshers, and compliance reminders before each shift commences.
• Review agent call recordings and interaction logs to assess quality of customer service delivery, identifying coaching opportunities and process deviations for timely remediation.
• Handle escalated customer complaints and sensitive inquiries that agents are unable to resolve independently, ensuring swift and professional resolution within defined TATs.
• Maintain accurate daily records of call volumes, agent attendance, error logs, and customer complaint summaries for reporting to the Unit Head.
• Coordinate with back-office teams, branch operations, and IT helpdesk to facilitate resolution of customer issues that require cross-departmental support.
• Identify recurring complaint themes or product knowledge gaps within the team and escalate findings to the Unit Head to support training and process improvement initiatives.
• Ensure all customer interactions comply with NBP’s service standards, SBP consumer protection guidelines, and data privacy requirements at all times.

Requirements & Qualifications

• Education: Bachelor’s degree in Business Administration, Commerce, or related discipline
• Experience: 3–5 years in a call center environment with at least 1–2 years in a supervisory or team leader role, preferably in banking
• Key Skills: Team supervision, quality monitoring, complaint handling, call center systems, SLA management, coaching & feedback
• Grade: OG-II / OG-I
• Gender: Male / Female
• Apply: sidathyder.com.pk/jobs/index.html

Unit Head – Direct Taxes Unit

AVP Grade · Finance / Tax · Full-Time

Job Responsibilities

• Manage all direct tax functions of NBP including corporate income tax, advance tax, minimum tax, and withholding tax obligations under the Income Tax Ordinance 2001.
• Prepare and file accurate annual income tax returns, quarterly advance tax statements, and withholding tax statements in compliance with FBR deadlines and requirements.
• Develop and implement the bank’s tax planning strategy to optimize the overall tax position while ensuring full compliance with applicable tax laws and SROs.
• Represent NBP before tax authorities including the Commissioner Inland Revenue, ATIR, and appellate forums in tax assessments, audits, and dispute resolution proceedings.
• Monitor amendments to the Finance Act, SROs, and FBR circulars, assessing their impact on the bank’s tax position and advising senior management accordingly.
• Coordinate with external tax consultants, legal counsel, and auditors to manage tax audit proceedings and safeguard the bank’s interests during regulatory examinations.
• Review withholding tax deductions on payments to vendors, staff, and counterparties to ensure accurate deduction, deposit, and reporting as per FBR requirements.
• Provide tax advisory support to internal business units on new product launches, contracts, and transactions to ensure tax implications are identified and managed proactively.

Requirements & Qualifications

• Education: CA/ACCA/ACMA or Master’s degree in Finance, Taxation, or Accounting from a recognized institution
• Experience: 6–8 years of direct tax experience in a large corporate, bank, or tax consultancy with hands-on exposure to FBR proceedings and appellate matters
• Key Skills: Income Tax Ordinance 2001, FBR compliance, tax planning, WHT management, appellate representation, tax advisory
• Grade: AVP
• Gender: Male / Female
• Apply: sidathyder.com.pk/jobs/index.html

HR Officer

OG-III / OG-II Grade · Human Resources · Full-Time

Job Responsibilities

• Support end-to-end recruitment activities including job posting, CV screening, interview scheduling, candidate correspondence, and onboarding coordination for assigned business units.
• Maintain and update employee records in the HRMS, ensuring accuracy of personal data, employment history, leave balances, and performance appraisal records for all active staff.
• Process monthly HR transactions including confirmations, promotions, transfers, and contract renewals in coordination with payroll and departmental heads.
• Assist in the administration of NBP’s performance management cycle, coordinating mid-year reviews and annual appraisals across assigned departments and tracking completion rates.
• Handle employee queries related to HR policies, benefits entitlements, leave management, and disciplinary procedures in a timely and professional manner.
• Coordinate training nominations, logistics, and post-training feedback collection for learning & development programs in collaboration with the L&D team.
• Support the implementation of HR policy revisions by drafting communications, updating policy manuals, and briefing department heads on procedural changes.
• Prepare regular HR reports including headcount summaries, attrition analysis, vacancy status, and training completion data for management review and decision-making.

Requirements & Qualifications

• Education: Bachelor’s or Master’s degree in Human Resources Management, Business Administration, or related field
• Experience: 2–4 years in HR operations within a banking or large corporate environment; HRMS experience preferred
• Key Skills: Recruitment, HRMS administration, employee relations, performance management, policy implementation, HR reporting
• Grade: OG-III / OG-II
• Gender: Male / Female
• Apply: sidathyder.com.pk/jobs/index.html

Relationship Manager

OG-III Grade · Corporate / Retail Banking · Full-Time

Job Responsibilities

• Manage and grow an assigned portfolio of corporate or retail customers by deepening existing relationships and identifying cross-selling opportunities across NBP’s product suite.
• Conduct regular customer visits, business reviews, and financial needs assessments to understand client requirements and proactively offer tailored banking solutions.
• Originate and process credit proposals for working capital facilities, term loans, trade finance lines, and other credit products in accordance with NBP’s credit policy.
• Monitor the credit quality of the assigned portfolio, tracking repayment schedules, covenant compliance, and early warning signs of financial stress in client accounts.
• Achieve assigned business targets for deposits, advances, fee income, and trade volumes through proactive business development and client acquisition activities.
• Coordinate with credit, operations, trade finance, and cash management teams to ensure seamless service delivery and timely transaction execution for clients.
• Prepare credit review memoranda, client call reports, pipeline updates, and portfolio performance summaries for submission to the team lead and branch manager.
• Ensure full compliance with KYC, AML, and SBP prudential regulations throughout the customer onboarding, review, and transaction processing lifecycle.

Requirements & Qualifications

• Education: Bachelor’s or Master’s degree in Business Administration, Finance, Economics, or related discipline
• Experience: 2–4 years in relationship management, corporate banking, or retail banking within a scheduled bank or DFI
• Key Skills: Client relationship management, credit analysis, business development, trade finance, KYC/AML compliance, portfolio monitoring
• Grade: OG-III
• Gender: Male / Female
• Apply: sidathyder.com.pk/jobs/index.html