Manager Vendor Management- Outbound Operations - JazzCash

Description : Grade Level: L3 Location: Islamabad Last date to apply: 27 Feb 2024 What is Manager Vendor Management - Outbound Operations – JazzCash? Outbound unit management is key role in contributing towards revenue generating streams. Key skills include dynamic leadership, people management, strategic thinker, well-versed with IT/Tech elements, hands on to analytical/BI side of business, strong operational expertise including dialer and lead-sets management. Custodian of all outbound systems and applications being a focal point with internal and external IT/Tech, product development teams, vendors operational teams, any new business requirement implementation, process optimization to ensure efficiency and effectiveness. Solely responsible to meet/exceed sales and outbound related KPIs and targets. Devising dynamic plan to continuously improve efficiency and identification of new revenue streams by having strong business acumen. The role reports directly to the Head customer operation, no other team member reporting to this role, however extended operational team of vendors will be in support role. What Manager Vendor Management - Outbound Operations – JazzCash does?

• With internal teams to forecast requirements, with vendors to make sure presence of adequate resources, technology and framework to run smooth operations. Contractual KPIs delivery and performance improvement plans.
• Work closely with all stakeholders to drive process improvements, resolving customer’s issues, and implement best practices.
• Delivering contractual key performance indicators (KPIs) track performance against targets. At campaign level, queue level, vendor level and consolidated.
• To maximize profitability and efficiency, data and metrics analysis, last level performance monitoring and comparison between vendors performance. To identify trends, areas for improvement, and opportunities to enhance overall productivity.

• Preparation of customized dashboard, regular reporting, real-time reporting mapping against performance grids. Visualization of performance trends on single click.
• Collecting, analysing 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.
• Facilitating end to end complaint and escalation management triggered by customers during OB call, to provide immediate resolution. RCA and devising proactive strategy to mitigate future challenges.
• A mentor and people manage, motivate and lead team/vendors to exceed departmental goals and objectives. Regular performance evaluations as standard practice, provide feedback, and implement strategies for performance improvement.
• To encourage teamwork, innovation, and continuous learning, prime responsibility to foster a positive and collaborative work environment.
• Making sure that team is complying with company policies, procedures, and regulatory requirements related to outbound operations.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees. Requirements What are we looking for and what does it require to be Manager Vendor Management - Outbound Operations – JazzCash?

• Analytical skills to read through data and bringing meaningful insights.
• Matching fast pace financial customer services needs, bringing innovation to existing business mode aiming at improving revenue and reducing cost.
• Collaborative and team player. Able to manage diversified business requirements, not limited to tele-sales calls only. Must have experience of managing surveys, call to action activities.
• Hands on experience of managing large contact centre teams. Minimum 5 years of OB contact centre experience is mandatory including vendor management. Preferably in banking sector.
• Proficient in computer skills, especially towards Excel analytics, data insight, and presentations.
• Practical approach and mind set to own customer’s journey pain areas (reported over OB), result oriented and problem solving attitude.

Benefits Why Join Jazz? As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development. Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession. As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 75 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy. #J-18808-Ljbffr