Expert Business Process Management JazzCash

The Expert Business Process Management role at JazzCash is crucial for designing, implementing, and overseeing business processes that enhance operational efficiency, improve customer experience, and ensure regulatory compliance. This position requires close collaboration with cross-functional teams to identify opportunities for improvement and embed customer-centric approaches in product and service delivery. Reporting to the Stream Head of Business Process Management & Standardization, the expert acts as a key liaison for customer experience (CX) in product and project development, incorporating customer feedback and call center insights into strategic business decisions.

Key Responsibilities

- Support the development and execution of business process management (BPM) strategies, frameworks, and methodologies aimed at improving efficiency, quality, and consistency across JazzCash operations.
- Analyze, document, and redesign processes to align with business and CX objectives, ensuring scalability, readiness for automation, and adherence to industry best practices.
- Assist in establishing and maintaining process governance, including documentation of operational level agreements (OLAs), service level agreements (SLAs), key performance indicators (KPIs), and continuous improvement initiatives.
- Explore and recommend automation and AI-enabled solutions as part of process design and standardization efforts.
- Serve as the CX representative in product and project development, ensuring customer experience KPIs, call center insights, and complaint data inform decision-making.
- Support cross-functional teams in implementing standardized, customer-centric processes and product development.
- Collaborate with stakeholders to identify and drive process improvement opportunities through root-cause analysis, CX deep-dives, and optimization projects.
- Identify opportunities for process automation and the use of AI and analytics to enhance efficiency, reduce manual work, and improve customer experience.
- Conduct data analysis and reporting to highlight process gaps, track customer pain points, measure improvements, and assess the impact of implemented changes.
- Contribute to project management activities such as planning, monitoring progress, and ensuring timely delivery of initiatives impacting customer experience.
- Take ownership of assigned projects, leading them end-to-end in coordination with cross-functional teams.

Required Qualifications

- Bachelor’s degree in Business Administration, Management, Industrial/Process Engineering, Computer Science, or a related field. A Master’s degree such as an MBA in Operations, Strategy, or Project Management is preferred.
- 2 to 5 years of relevant experience in business process management, project management, or product support, preferably within FinTech, telecom, or financial services sectors.
- Familiarity with FinTech, financial services, or branchless banking operations and regulatory frameworks.
- Understanding of call center operations, KPIs, and customer service processes.
- Knowledge of BPM principles and methodologies, including Lean Six Sigma and BPMN, as well as process modeling tools.
- Strong analytical, problem-solving, and data interpretation skills with the ability to translate insights into actionable improvements.
- Effective communication and stakeholder management skills, capable of working collaboratively across diverse teams.
- Basic project management knowledge; familiarity with PMP, Agile, or Scrum methodologies is advantageous.

Preferred Qualifications and Benefits

Certifications in BPM, Lean Six Sigma, Project Management, or Automation and Analytics tools are considered a plus but are not mandatory.

JazzCash is one of Pakistan’s largest digital financial services providers, serving over 52 million customers. The company is recognized as a leading employer that fosters a culture of innovation, collaboration, and customer obsession. Employees benefit from visionary leadership and continuous learning and development opportunities. Joining JazzCash means becoming part of a transformative organization that empowers millions to thrive in an increasingly digital economy. The company is committed to diversity and inclusion, creating an environment where all employees can succeed.