Regional Cluster Head Customer Experience Centre - South - Karachi

Description : Position: Regional Head of Customer Experience Centres - South Grade: L4 Last Date to Apply: 18th Dec, 2024 Our Team & You As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 55 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. What the first 30-60-90 days in the job will look like?-Within 30 days you will:

1. Attend and graduate from our company-wide onboarding process along with a detailed orientation program where you will learn Jazz’s values, business, and products.
2. Meet with the Commercial Experience team to understand the strategy of the function in line with Department strategy and company roadmap.
3. Understand how your role fits into the overall strategy and function.
4. Develop an in-depth understanding of Commercial Experience philosophy and frameworks.
5. Visit the Commercial Experience Centers in the area assigned to you and interact with your reporting managers to understand the SOPs as well as day-to-day issues.

-Within 60 days, you will:

1. Effectively manage Commercial Experience team functions, performance, and related activities in accordance with Key Performance Indicators.
2. Identify gaps and areas of improvement and work with the team to achieve customer satisfaction.
3. Ensure optimum resource utilization as per the Service Level Agreements and assigned Key Performance Indicators.
4. Perform root-cause analysis for all complaints/activities coming to the Experience Centers.
5. Ensure walk-in customers at Jazz touch points are served with the best possible service infrastructure and matching service protocols.

-Within 90 days onwards you will:

1. Engage employees in different team-building activities to groom and motivate them.
2. Identify areas to bring efficiency in processes to reduce the workload.
3. Regularly audit and monitor Experience center functions and teams.
4. Ensure investments in high-quality infrastructure and human resources result in increased commercial sales.
5. Work with senior management to provide ‘voice of customer’ and ensure Jazz remains customer-obsessed.

A bit about you: We are looking for someone who has already delivered on challenging projects and has taken end-to-end responsibility from planning to rollout followed by feedback. Excellent communication skills are essential. A bit about us: A brief about your department. The Commercial Experience Department is focused on providing top-notch and unified customer experience to our external and internal customers. The structure of the team you will join is: You will report to the Head of Experience Centers, with Customer Experience Managers directly reporting to you. The two (02) main priorities of the team are:

1. Develop capabilities in employees that support the business effectively.
2. Create a culture that supports the transformation agenda.

Requirements The three (03) must have past experiences:

1. Conflict management and analytical ability.
2. Project management decision making.
3. Leadership and management skills.

The two (02) must have technologies:

1. Microsoft Office.
2. CRM systems.

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. #J-18808-Ljbffr