Description :
Grade Level: L4
Location: Islamabad
Last Date to Apply: 5 March 2025
What is Head of Customer Operations-JazzCash?
The role oversees handling of the entire customer journey from inquiry to post-activation support across all touchpoints. Overseeing and optimizing the operational activities, the leadership role will ensure that customer support and experience teams are aligned with the company’s objectives and deliver exceptional value to customers. The driving force behind achieving operational excellence, fostering a customer-centric culture, and enhancing customers' overall experience while improving operational efficiency.
What does Head of Customer Operations- JazzCash do?
Customer Experience:
· Custodian and champion a customer-first approach across the organization, driving customer satisfaction, NPS and making sure voice is heard.
· Monitor and improve key performance indicator for operations teams. in addition to customer experience metrics.
· Monitor VOC, analyze feedback and prevailing trends, channel the feedback towards continuous improvement efforts.
Leadership & Strategy:
· Develop and implement the customer operations strategy, aligning with the company’s vision and business objectives.
· Lead, mentor, and develop a team of customer success, support, and operations professionals.
· Establish and maintain customer service standards, ensuring a consistent, high-quality customer experience.
Operational Efficiency:
· Managing the larger teams of outsourced operations by having lean structure of in-house operational team. Ensuring smooth execution, delivery and continuous improvement KPIs remain intact.
· Making sure outsourced vendors adhering to contractual obligations and delivering best in class service.
· Identify opportunities for automation, process improvement, and scalability in customer operations.
· Implement and maintain best practices in customer service and support operations to improve response time and resolution rates.
Cross-functional Collaboration:
· Collaborate closely with product, IT, channels, and bank teams to ensure customer feedback and needs are integrated into product development, complaint handling, regulatory & compliance areas are covered.
· Ensure seamless communication between customer-facing teams and back-office departments, including Jazz and MMBL teams.
Technology & Tools:
· Lead the implementation and optimization of customer service technologies and tools, such as CRM platforms, RPAs, AI BOTs and support ticketing systems.
· Understand and utilize data analytics to monitor and report on the effectiveness of customer operations and service delivery.
Budget & Resource Management:
· Manage the department and outsourcing budgets, ensuring cost-effective resource allocation without compromising service quality in-house and with delivery partners.
· Forecast staffing needs and manage recruitment and training efforts for the customer operations team.
· Revenue maximization contribution by promoting cross-sell and up-sell, strengthening outbound channels to generate additional revenues.
Jazz is an equal-opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.
Requirements
What are we looking for and what does it require to be Head of Customer Operations?
· Bachelor’s degree in Business Administration, Marketing, or a related field. A Master’s degree is preferred.
· Minimum of 10 years of experience in operations role, preferably in the financial services or telecom industry. With at least 5 years in a leadership position.
· Proven track record of leading large, cross-functional and vendor teams and improving customer experience metrics.
· Strong strategic orientation with the ability to align operational activities with broader business goals.
· Exceptional analytical and problem-solving skills.
· Excellent communication and coordination abilities.
· Ability to lead multiple projects and work under pressure with a high degree of accuracy. making sure teams are delivering timely.
· Detail-oriented with strong organizational skills.
· In-depth knowledge of front-end and back-end CC operations, compliance requirements, and strategic business planning.
Benefits
What are we looking for and what does it require to be Head of Customer Operations?
· Bachelor’s degree in Business Administration, Marketing, or a related field. A Master’s degree is preferred.
· Minimum of 10 years of experience in operations role, preferably in the financial services or telecom industry. With at least 5 years in a leadership position.
· Proven track record of leading large, cross-functional and vendor teams and improving customer experience metrics.
· Strong strategic orientation with the ability to align operational activities with broader business goals.
· Exceptional analytical and problem-solving skills.
· Excellent communication and coordination abilities.
· Ability to lead multiple projects and work under pressure with a high degree of accuracy. making sure teams are delivering timely.
· Detail-oriented with strong organizational skills.
· In-depth knowledge of front-end and back-end CC operations, compliance requirements, and strategic business planning.
Benefits
Why Join Jazz?
As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.
Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer obsession.
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70+ million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.