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Manager Vendor Management (JazzCash)

1.00 to 10.00 Years   Islamabad, Pakistan   07 Sep, 2022
PMCL-JAZZ
1 Jobs Openings
Job LocationIslamabad, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

Grade Level: L3Location: IslamabadFunction: Digital Financial Services (JazzCash)Last date to apply: 9th September 2022What is Manager Vendor Management?This role will be responsible for Vendors operations management including operational tasks handling, correspondence, contractual KPIs delivery, reports and dashboards, performance reviews and improvement plans. Key role in ensuring compliance to JazzCash policies at all levels.Custodian of all CC systems and applications being a focal point with IT/Tech. Management of customer related SLA align with OLAs, any new business requirement development, UAT signoff, new work streams, channels development and execution.The role reports directly to the Head customer operation and 2 people reporting directly into it with an extended team of vendors.What does Manager Vendor Management do?

  • Vendor?s voice care teams? management by developing objectives of inbound and outbound of JazzCash contact center and making sure presence of adequate resources, technology and framework to run smooth operations. Contractual KPIs delivery and performance improvement plans.
  • Collecting, analyzing and providing meaningful insight to support effective decision making. Continuous improvement initiatives aiming at improving CX and cost reduction.
  • Well organized and productive team availability, controlling attrition and keeping it bare minimum level.
  • End to end complaint and escalation management triggered by customers to provide immediate resolution. RCA and devising proactive strategy to mitigate future challenges.
  • Key responsibilities include, managing pivotal relationship with Microfinance Bank teams, regulatory affairs, critical correspondence management including with regulatory body and bank, fraud prevention and devising proactive measures to control fraud.
  • Other key responsibilities include, infer meaningful insights from quality assurance feedback and work codes, making sure mystery shopping and all CC surveys in place, process improvement insight in being provided to CX team and making sure it?s implementation and execution.
Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

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