Senior Manager VAS Management

About the role

We are looking for a Senior Manager to lead the management, governance and performance of Zong’s Value‑Added Services (VAS) and Digital Services portfolio. The role ensures service quality, operational efficiency and financial integrity while enhancing the customer experience across all VAS partnerships.

Key responsibilities

• Oversee daily operations of all VAS and digital services, guaranteeing uninterrupted performance and meeting SLA‑defined complaint resolution times.
• Monitor service quality, customer journey pain points and complaint‑per‑million trends; work with cross‑functional teams to improve satisfaction and lower complaint ratios.
• Develop and maintain dashboards and reports on product performance, usage, churn, CPM and revenue to support data‑driven decision making.
• Manage vendor contracts, renewals and performance evaluations, ensuring alignment with commercial and legal requirements.
• Supervise end‑to‑end vendor payment cycles, revenue recognition, reconciliation and dispute management in partnership with Finance, RA and Procurement.
• Ensure compliance with PTA, SBP and internal audit standards, coordinate audit responses and implement corrective actions.
• Drive process automation and digitalisation of complaint handling, vendor payments and operational reporting to increase efficiency.

Required profile

• Bachelor’s degree or higher.
• Minimum 7 years of relevant experience in VAS, digital services or telecom operations.
• Proven experience in vendor management, financial reconciliation and regulatory compliance.

Required skills