JazzCash Open until filled Manager Service Excellence & Enablement
- Last date
- Open until filled
- Posts
- 1
At a glance
JazzCash is hiring for Manager Service Excellence & Enablement with 1 post in Islamabad. The post is graded L3. Minimum qualification: Bachelor's (14 years). No closing date is announced; apply while the intake is open.
Manager Service Excellence & Enablement at JazzCash, Islamabad: leads the move of customer operations to self-service and AI, plus QA and SBP compliance. Eight to ten years in digital transformation or customer operations.
Reports to the Head of Customer Operations and owns three areas: transformation and customer experience, AI and self-care, and quality, SBP compliance and controls. Runs the roadmap and automation pipeline (IVR revamp, contact centre platform upgrade, RPA and AI-assisted workflows), owns a 40% self-care deflection target, the voice bot, WhatsApp and in-app chatbots and GenAI agent assist, sets AI governance with risk, compliance and information security, and moves quality assurance to AI-led review of all calls and chats.
Eligibility
- Bachelor's degree in engineering, computer science, business, information systems or a related discipline; a master's is preferred.
- Eight to ten years in digital transformation, customer operations or process automation, including four years managing multi-disciplinary teams.
- Working knowledge of SBP rules on call centres, complaint handling and consumer protection.
Skills
- Self-service, conversational AI, speech analytics or automation delivered with measured results.
- Programme and change management (PMP, PRINCE2, Agile) and Lean Six Sigma; RPA is an advantage.
How to apply
- Open the job on JazzCash's careers page and press Apply for this job.
- Fill in the application form and upload your CV.
- Apply soon: no closing date is given.
Important dates
-
Advertised
About this recruitment
One full-time post at grade L3 in Customer Operations, listed on JazzCash's careers page. JazzCash is a private company; this is not a government post.
