What is Head of Customer Operations & Vendor Management?
The Head of Customer Ops is primarily responsible for operational excellence ensuring seamless customer service and complaint management, vendor management ensuring all vendors are engaged and performing at the highest level, budget management ensuring effective utilization of resources and team engagement.
The role reports directly to the Head of Customer Experience and has 3 people reporting directly into it with an extended team of 78 team members
What does Head of Customer Operations & Vendor Management do?
Operational Excellence :
Monitor customer operations to ensure all functions are working as per requirements and improve processes to further streamline customer services efficiency
Assessment and monitoring of In-house and Outsourced operations to ensure that performance is up to agreed standard and benchmark
Significantly improve the performance of the business, choose the right source of action, blend together executable strategy, operations and technology
Ensure consistent, rigorous operations excellence methodology is deployed and executed through the facility
Ensure all customer facing teams are adhering the customer service standards while addressing customer queries via all channels, i.
e.; Social Media, Communications
Governance & Stakeholder / Vendor management
Monitor Customer Operation Outsourced functions for contractual matters, contract development, negotiations, compliance, procurement, change requests, renewal and exit.
Ensure timely review, cost & risk analysis, modifications and approvals are obtained for all vendors
Inspire and influence vendor partner team to execute operations aligned with Jazz strategy and values. Create an environment that fosters teamwork and accountability and positively impacts the customer experience
Establishes and embeds rigorous governance, ensuring scope, content and timing of periodic reviews are clearly defined, add value to ongoing business activities and improvements and that stakeholders are clear on their responsibilities and actively engaged
Managing business expectations & maintain a healthy relationship with all stakeholders
Keep end to end check on Monthly Spent and suggest remedial actions to maintain the budget
People Management :
Develop an operating culture across the division which is disciplined, accountable and collaborative to achieve profitability and performance objective
Develop and creates an environment to help motivate the teams to optimize their performance and professional growth. Create a credit risk management environment of an acceptable quality, in terms of established credit guidelines
Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.
What are we looking for and what does it require to be Head of Customer Operations & Vendor Management?
Bachelors / Masters from a reputed local / foreign institution
Proven track record in a leadership role with an exposure of managing big teams
Call Center / Back Office Management
Adequate understanding of risk management concepts
Knowledge of credit control policies and operations
Excellent data-driven decision-making skills that feed into the internal organization
Someone who keeps ahead of the curve, equally creative, strategic and analytical
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.
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 72 million plus 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.