Manager Service Excellence & Enablement

About the role

Lead the transformation of Customer Operations into an AI‑enabled model at JazzCash, overseeing transformation, AI/self‑care, and quality/compliance. Report to the Head of Customer Operations and own the roadmap, benefits, and regulatory standing.

Key responsibilities

• Define and deliver the transformation, self‑care and AI roadmap, setting targets for self‑served, AI‑resolved and agent‑handled journeys.
• Lead automation projects such as IVR revamp, contact centre platform upgrade, RPA and AI‑assisted workflows, building business cases and managing change.
• Achieve a 40% self‑care deflection target through in‑app journeys, IVR, WhatsApp and knowledge‑base solutions, tracking quality metrics.
• Own voice bot, WhatsApp and in‑app chatbots, GenAI assist and auto‑summaries, improving containment, intent accuracy and handoffs.
• Establish AI governance with Risk, Compliance and Information Security, ensuring SBP regulations and data residency compliance.
• Analyze all calls and chats for sentiment, intent and compliance, routing flagged cases to QA and Compliance.
• Lead QA, SBP regulatory compliance and audit assurance, moving to AI‑led QA coverage and closing findings.
• Manage the end‑to‑end contact centre experience and coordinate with Technology, Transformation, Product, Growth and other functions.

Required profile

• Bachelor’s degree in Engineering, Computer Science, Business, Information Systems or related field (Master’s preferred).
• 8‑10 years of experience in digital transformation, customer operations or process automation, with at least 4 years managing multidisciplinary teams.
• Proven track record delivering self‑service, conversational AI or automation with measurable deflection or cost benefits.
• Knowledge of SBP call‑centre, complaint‑handling and consumer‑protection regulations, QA frameworks and operational controls.
• Programme and change‑management experience (e.g., PMP, PRINCE2, Agile) and process‑improvement expertise (e.g., Lean Six Sigma).

Required skills

• AI and conversational bot development (voice bot, WhatsApp, in‑app chatbots, GenAI).
• Robotic Process Automation (RPA) tools.
• Lean Six Sigma methodology.
• Project management certifications (PMP, PRINCE2, Agile).
• Experience with AI governance, risk and compliance.

What we offer

• Opportunity to shape the technology backbone of Pakistan’s leading mobile financial services platform.
• Work in a certified Top Employer environment with core values of Customer Obsession, Truthful, Innovation, Collaboration and Entrepreneurial.
• Build next‑generation products and systems at national scale, contributing to financial inclusion.