Manager Service Excellence & Enablement

JazzCash is seeking a Manager for Service Excellence & Enablement to lead the transformation of Customer Operations into an AI-enabled model. This role is based in Islamabad and reports directly to the Head of Customer Operations. The successful candidate will drive the shift from manual, agent-heavy servicing to a future where AI and self-service channels handle routine interactions, allowing agents to focus on complex customer needs. You will be responsible for managing the transformation roadmap, AI and self-care initiatives, and ensuring quality and regulatory compliance in line with SBP guidelines. This role serves as the key liaison between Customer Operations, Technology, and the Transformation unit to prioritize and measure AI and automation efforts.

Key Responsibilities
- Develop and execute the Customer Operations transformation, self-care, and AI roadmap aligned with business strategy, defining the servicing model across self-service, AI resolution, AI assistance, and agent handling.
- Lead automation projects including IVR revamp, contact center platform upgrades, and one-window servicing. Redesign end-to-end processes, manage RPA and AI-assisted workflows, build business cases, track benefits, and drive change management for adoption.
- Achieve the 40% self-care deflection target by migrating high-volume contact reasons to in-app journeys, IVR, WhatsApp, and knowledge bases, while monitoring quality metrics such as completion rates, repeat contacts, and customer satisfaction.
- Manage voice bots, chatbots (WhatsApp and in-app), GenAI agent assist, and auto-summaries. Improve containment, intent accuracy, and bot-to-agent handoffs, advancing AI solutions from proof of value to production and holding vendors accountable for results.
- Establish AI governance frameworks with Risk, Compliance, and Information Security teams, ensuring AI actions comply with SBP regulations, data residency, and JazzCash policies, including human approval protocols, logging, testing, and fallback mechanisms.
- Oversee AI-driven analysis of 100% of calls and chats for sentiment, intent, compliance, and complaint signals, ensuring flagged cases are routed and addressed by QA, Compliance, and Complaints teams.
- Lead Quality Assurance, SBP regulatory compliance, controls, and audit assurance efforts. Transition to AI-led QA with full coverage, ensure timely regulatory filings, maintain readiness for inspections and mystery shopping, and close findings with documented evidence.
- Own the end-to-end contact center experience, collaborating closely with Technology, Transformation, Product, Growth, Contact Centre Operations, Workforce Management, Training, and Complaints & Governance teams.

Required Qualifications
- Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or related fields; Master’s degree preferred.
- 8-10 years of experience in digital transformation, customer operations, or process automation, including at least 4 years managing multi-disciplinary teams.
- Proven track record delivering self-service, conversational AI, speech analytics, or automation solutions in customer service, with measurable deflection or cost benefits.
- Working knowledge of SBP call center, complaint handling, consumer protection regulations, QA frameworks, and operational controls.
- Experience in program and change management methodologies (e.g., PMP, PRINCE2, Agile) and process improvement techniques (e.g., Lean Six Sigma). Experience with RPA tools is an advantage.
- Background in fintech, digital payments, banking, or telecommunications within regulated markets is strongly preferred.
- Strategic thinker with an AI-first mindset, strong validation and control focus, excellent executive communication skills, accountability, and a customer-first approach that balances deflection with improved experience.

Preferred Qualifications and Benefits
JazzCash is Pakistan’s leading mobile financial services platform and part of the JazzWorld group, offering tens of millions access to digital financial services including payments, savings, credit, and merchant solutions. Joining JazzCash means contributing to a platform that drives financial inclusion at a national scale, building the future of digital financial services product by product.

As part of the JazzWorld group, a certified Top Employer, JazzCash upholds global workplace standards and core values of Customer Obsession, Truthfulness, Innovation, Collaboration, and Entrepreneurship. This role offers the opportunity to build, secure, and scale a critical technology backbone while working in an inclusive and diverse environment.

Applications are encouraged by 24th October 2026. JazzCash is an equal opportunity employer committed to diversity and inclusion.