Expert Business Process Management

About the role

JazzCash, a mobile financial services platform, is hiring an Expert Business Process Management professional (Grade L2) in Islamabad. You will support the design, implementation and governance of business processes to improve efficiency, strengthen customer experience and ensure compliance, working with cross-functional stakeholders and reporting to the Stream Head Business Process Management & Standardization.

Key responsibilities

• Support the development and execution of BPM strategies, frameworks and methodologies that improve efficiency, quality and consistency.
• Analyze, document and redesign processes to align with business and customer experience objectives, ensuring scalability, automation readiness and compliance.
• Maintain process governance, including OLAs/SLAs, KPIs and continuous improvement initiatives.
• Drive process improvement through root-cause analysis, customer experience deep-dives and data analysis, recommending automation and AI-enabled solutions.
• Represent customer experience in product and project development, bringing in KPIs, call center insights and complaint data.
• Support project planning and delivery, and lead assigned projects end to end with cross-functional teams.

Required profile

• Bachelor's degree in Business Administration, Management, Industrial/Process Engineering, Computer Science or a related discipline; a Master's such as an MBA is preferred.
• 2-5 years of experience in business process management, project management or product support, preferably in fintech, telecom or financial services.
• Strong analytical and problem-solving skills, effective communication and stakeholder management.

Required skills

• Knowledge of BPM principles and methodologies (e.g. Lean Six Sigma, BPMN) and process modeling tools.
• Understanding of call center operations and KPIs.
• Project management knowledge; familiarity with fintech or branchless banking regulations is a plus.
• PMP, Agile or Scrum, BPM, Lean Six Sigma or automation certifications are a plus.

The application deadline is 2nd November 2026.