Title: Manager Service Excellence & Enablement
Grade: L3
Location: Islamabad
Company: JazzCash
Lead Customer Operations into the AI-enabled era
At JazzCash, digital financial services are more than transactions. They are the foundation that enables millions of people and businesses to pay, send, save and access financial services every day.
Customer Operations is moving from manual, agent-heavy servicing to an AI-enabled model where more customers serve themselves, AI resolves routine journeys, manual work is automated and agents handle what needs a person. As Manager Service Excellence & Enablement, you will lead this transformation, reporting to the Head of Customer Operations.
You will own three areas: Transformation & Experience, AI & Self-care, and Quality, SBP Compliance & Controls. You will be accountable for the transformation roadmap and its benefits, the self-care deflection target, the performance of AI servicing and the department’s quality and regulatory standing with SBP. You will also be the single point through which Customer Operations shapes, prioritizes and measures AI and transformation work with Technology and the Transformation unit.
What you’ll own
- Set and deliver the Customer Operations transformation, self-care and AI roadmap, aligned with business strategy and defining the target servicing model: what is self-served, AI-resolved, AI-assisted or handled by agents.
- Lead the transformation and automation portfolio, including the IVR revamp, contact centre platform upgrade and one-window servicing. Redesign end-to-end servicing processes, run an automation pipeline (RPA and AI-assisted workflows), build business cases, report benefits against plan and lead change management so new processes and tools are adopted.
- Own the 40% self-care deflection target, moving high-volume contact reasons to in-app journeys, IVR self-service, WhatsApp and the knowledge base, and tracking deflection with quality (self-service completion, repeat-to-agent rate and customer satisfaction).
- Own the voice bot, WhatsApp and in-app chatbots, GenAI agent assist and auto-summaries. Improve containment, intent accuracy and bot-to-agent handoffs, and take agentic AI from proof of value to production for priority journeys, holding vendors to measured results.
- Set AI governance with Risk, Compliance and Information Security, covering what AI may do on its own, what needs human approval, logging, testing, monitoring and fallback to agents, and ensure customer data use follows SBP regulations, data residency requirements and JazzCash policies.
- Analyse 100% of calls and chats with AI for sentiment, intent, compliance phrases and complaint signals, routing flagged cases to QA, Compliance and Complaints and tracking that they are actioned.
- Lead Quality Assurance, SBP regulatory compliance and controls and audit assurance: move to AI-led QA at full coverage, file regulatory returns on time, keep inspection and mystery-shopping readiness, close SBP findings with evidence and test operational controls.
- Own the end-to-end contact centre experience (IVR journeys, wait and callback experience, voice of customer) and act as the Customer Operations lead with Technology, the Transformation unit, Product, Growth, Contact Centre Operations, WFM, Training and Complaints & Governance.
What success looks like
- The transformation roadmap is delivered and its benefits are realized against plan.
- The self-care deflection target is met without hurting customer satisfaction.
- AI servicing performs well, with strong containment, accurate intents and smooth handoffs.
- QA coverage moves to AI-led at full coverage, and SBP findings are closed with evidence.
- Operational controls and audit actions are tracked and kept current.
- New processes and tools are adopted by in-house and vendor teams from go-live.
JazzCash is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.
