• What is Centralized Complaints & SBP Desk Officer - MMBL?
  • • Act as the primary Point of Contact (POC) for all SBP-related complaints received through the Sunwai Portal and other regulatory channels.
  • • Ensure SBP complaints are acknowledged, logged, investigated, and responded to within prescribed regulatory timelines.
  • • Coordinate with internal stakeholders to gather information, draft responses, and close SBP complaints with appropriate evidence and documentation.
  • • Manage and respond to customer complaints and queries received at the Bank’s centralized complaints and information email ID.
  • • Ensure all emails are acknowledged promptly and customers are kept informed throughout the complaint resolution process.
  • • Maintain professional, clear, and customer-centric written communication at all times.
  • • Liaise with branches, operations, IT, digital channels, product teams, and other concerned departments to obtain timely resolutions.
  • • Ensure corrective actions are implemented to resolve customer issues effectively and prevent recurrence.
  • • Follow up on pending actions and ensure accountability across teams.
  • • Escalate unresolved, high-risk, or delayed complaints to the concerned line manager in accordance with the approved escalation matrix.
  • • Highlight sensitive, recurring, or regulatory-impacting complaints for management attention
  • • Identify complaint trends, recurring issues, and root causes, particularly from SBP and email channels.
  • • Share lessons learned and improvement areas with branches and concerned departments to enhance service quality & customer experience.
  • • Prepare periodic complaint reports and MIS for management and regulatory review.
  • • Maintain proper documentation and audit trails for internal audits, SBP inspections, and management reviews.
• What Centralized Complaints & SBP Desk Officer - MMBL does?
  • 1. SBP & Sunwai Complaint Handling
  • • Act as the primary Point of Contact (POC) for all SBP-related complaints received through the Sunwai Portal and other regulatory channels.
  • • Ensure SBP complaints are acknowledged, logged, investigated, and responded to within prescribed regulatory timelines.
  • • Coordinate with internal stakeholders to gather information, draft responses, and close SBP complaints with appropriate evidence and documentation.
  • 2. Centralized Complaints Email Management
  • • Manage and respond to customer complaints and queries received at the Bank’s centralized complaints and information email ID.
  • • Ensure all emails are acknowledged promptly and customers are kept informed throughout the complaint resolution process.
  • • Maintain professional, clear, and customer-centric written communication at all times.
  • 3. Complaint Logging & Case Management
  • • Record all complaints accurately in the Complaint Management System (CMS) with complete details, dates, categories, and supporting documents.
  • • Track complaints from initiation to closure, ensuring adherence to defined Turnaround Times (TAT).
  • • Update CMS with investigation findings, customer communication, and final resolutions.
  • 4. Stakeholder Coordination & Resolution
  • • Liaise with branches, operations, IT, digital channels, product teams, and other concerned departments to obtain timely resolutions.
  • • Ensure corrective actions are implemented to resolve customer issues effectively and prevent recurrence.
  • • Follow up on pending actions and ensure accountability across teams.
  • 5. Escalation & Governance
  • • Escalate unresolved, high-risk, or delayed complaints to the concerned line manager in accordance with the approved escalation matrix.
  • • Highlight sensitive, recurring, or regulatory-impacting complaints for management attention.
  • 6. Complaint Analysis & Reporting
  • • Identify complaint trends, recurring issues, and root causes, particularly from SBP and email channels.
  • • Share lessons learned and improvement areas with branches and concerned departments to enhance service quality & customer experience.
  • • Prepare periodic complaint reports and MIS for management and regulatory review.
  • 7. Policy Adherence & Documentation
  • • Ensure all Complaint Management policies, SOPs, and regulatory guidelines are strictly followed.
  • • Maintain proper documentation and audit trails for internal audits, SBP inspections, and management reviews.
  • 8. Service Culture & Professional Conduct
  • • Act as an ambassador of the Bank by demonstrating professionalism, courtesy, confidentiality, and ethical conduct.
• What are we looking for and what does it require to be Centralized Complaints & SBP Desk Officer - MMBL?
  • • Bachelor’s degree in business administration, Banking, Finance, or a related discipline
  • • 2–5 years of experience in complaint handling, regulatory correspondence, customer service, or banking operations
  • • Hands-on experience with CMS, regulatory complaints, or centralized email handling preferred
  • • Strong written and verbal communication skills
  • • Sound understanding of SBP complaint handling requirements and Sunwai Portal processes
  • • Customer-centric mindset with strong follow-up skills
  • • Ability to manage multiple cases under strict timelines
  • • Stakeholder coordination and escalation handling
  • • High attention to detail and documentation accuracy

• Head Office

Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 114 branches and 270,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion. MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.

This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavor.