Location : Islamabad, Pakistan

Team : Digital Financial Services

Description :

Grade: L2
Last Date to Apply: 7th June 2020

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 Team & You
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 61 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. 
 
The role is based out of Islamabad, with travel to nationwide locations as per need. You will support in strategizing, planning and executing Channel Training, Engagement and Experience department to achieve DFS Revenue/Goals. You will play a vital role in enabling and engaging Channel touch points (Retail Network, IVR, USSD, BVS devices, Web, Helpline and Retailer App) in achieving Channel’s (Regional DFS Sales, ADCs, Partnerships, Distributers) KPIs. The position ensures that Channel is well trained on DFS’s products and services, well equipped with respective tools (Systems, Processes, Devices, and Access etc) to efficiently engage in achieving targets. You will be using CX tools to proactively identify improvement areas at all touch points resulting enhancement of revenues and savings on CapEx/Opex with optimal User experience and efficient performance.
 
What the first 30-60-90 days in the job will look like?
-Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with a detailed orientation program where you will learn about Jazz’s core values, business, and products
Meet the relevant stakeholders concerning your team
Develop understanding of your division, function, its structure, and your role within the team.
Develop understanding of DFS Channel, DFS products and services related to Retail network.  
Develop understanding of functions with which you will be closely coordinating like GSM, Customer Services, Technology, Products, SME and partnership teams.
 
-Within 60 days, you will:
Get to know your relevant stakeholders e.g. Channel Planning Teams, Customer Services, DFS Technology Planning & Operations, Products, SME and partnership teams.
Recommend ways to streamline policies and processes within department as well as for retail network.
Recommend ways in consultation with Product & Technology team to enhance user experience
Analyse and identify training needs 
 
-Within 90 days to onwards you will: Managing & Executing Channel training Calendar
Developing and executing DFS Channel’s Engagement strategy
Automation & enhancement of products on all Channel touchpoints (USSD, retailer App, Web, IVR, Helpline, BVS Devices)
Develop and drive strategy in coordination with stakeholders to improve Channel’s Products, policies and processes on all touch points.
Manage, monitor and support DFS Channel’s projects.
Extend support to Regional Sales, ADCs, Partnerships and all channel touch points, helping them in achieving targets/KPIs.
Analyse performance reports to identify improvement areas to ensure business growth.
 
A Bit About You:
We are looking for someone who has hands on knowledge of DFS products and services, retail network, customer services, process & product development (w.r.t. UATs, FUTs, UI/UX).Prior experience of Process re-engineering/improvement will be an added advantage.
 
We are looking for someone who has the sound knowledge of DFS channel and has ability to strategies and execute best practices for retail channel’s experience & engagement. The individual should have sound Training & presentation skills; these skills are key to meet the performance expectations for this role.
 
A Bit About Us:
The Channel Training, Engagement & Experience team is part of the Channel Department within the Digital Financial Service Division. The team is responsible for managing Channel’s planning & development portfolio at DFS.

The structure of the team you will join is:
·       A 10 member team (including the department head) with 4 sub teams
·       You will be part of a 02 member sub-team reporting to line manager

The two (02) main priorities of the team as a whole are:
·       To ensures that Channel is well trained on DFS’s products and services, well equipped with respective tools (Systems, Processes, Devices, and Access etc) to efficiently engage in achieving targets
·       To proactively identify improvement areas at all touch points resulting enhancement of revenues and savings on CapEx/Opex with optimal User experience and efficient performance

The two (02) specific tasks that team was working on in the last 6 months with results.
Channel Training & engagement on DFS Merchant product, enabling ADC, Agency & Retail network to be able to onboard merchant (QR Deployment)  
Enhancement & Automation of multiple retail end processes
 
The three (03) must have past experiences the candidate should have.
Channel Training
Process development/engineering/improvement
Customer Experience Management
 
The two (02) must have technologies the candidate should have.
MS Office
BVS Devices usage
Understanding of Branchless Banking platform (CPS) will be a plus.
 
Essential skills must have: 
Negotiation and conflict management
Analytical Decision making and problem solving
Self driven and motivated
Relationship Management