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:

Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products

Meet with the Commercial Experience team to understand the strategy of the function in line with Department strategy and company road map. Have meetings, with members of other teams to understand how each function at Jazz contributes to the overall success.

Understand how your role fits into the overall strategy and function

Develop in-depth understanding of Commercial Experience philosophy and frameworks.

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:

Effectively and efficiently manage Commercial Experience team functions, performance and related activities in accordance with Key Performance Indicators, review reports (daily/ weekly/ monthly) on assigned KPIs and SLAs.

Identify gaps and areas of improvement and work with team to achieve customer satisfaction and timely execution of customers' requests.

Ensure optimum resource utilization as per the Service Level Agreements and assigned Key Performance Indicators

Perform root-cause analysis for all the complaints/activities coming to the Experience Centers and coordinate with support departments for automation/operational efficiency.

Ensure walk-in customers at Jazz touch points are served with the best possible service infrastructure and matching service protocols

-Within 90 days to onwards you will:

Engage employees in different team building activities to groom and motivate them. Coach and mentor team members as required and ensure resolution of any issues. Develop them to take extra tasks as and when required. Also develop them as high performing individuals who have knowledge beyond their assigned tasks in order to enable them to perform their assigned tasks efficiently and develop them for future growth

Identify areas to bring efficiency in processes to reduce the work load.

Regular audit and monitoring of Experience center functions, teams & other system users. Identify loop holes and improve internal processes and system controls in order to ensure correct & timely resolution to customer requests/ complaints in accordance with laid down policies & procedures.

Ensure investments in high quality infrastructure and human resource result in increased commercial sales and revenue of all Jazz products

Ensure all walk-in customers are given commercial experience of the new Jazz digital product line and the new way of doing business

Work with senior management to provide ‘voice of customer’ and ensure Jazz remains customer obsessed in all its strategies, planning and product line

Ensure all touch points are in their optimum working condition at all times

Preserve and promote all Jazz values

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 roll out followed by feedback. We are looking for someone who has excellent communication skills to be able to advocate/defend what is right—even if it comes to conflict/disagreement with CEO—with professionalism, maturity, and a balanced, holistic view of competing viewpoints

A bit about us:

A brief about your department.

The Commercial Experience Department is a part of the Cusomter Experience Domain at Jazz which is focused towards providing top notch and unified customer experience to our external and internal customers contributing to business effectively while aligning their behaviors to Jazz values.

The structure of the team you will join is:

You will be reporting into the Head of Expereince Centers whereas Respective  Customer Experience Managers will be directly reporting to you who are currently leading the Customer Experience teams at Jazz. Approx. Thirty plus employees will be indirectly reporting to you.

The two (02) main priorities of the team as a whole are:

Develop capabilities in employees that support the business effectively

Create a culture that supports the transformation agenda by embedding values’ based behaviours in our ways of work

With which other stakeholders the successful candidate will work with functional/regional/ within the team. What would be the result of those interactions if we assume 100% collaboration?

You will work with internal and external stakeholders including divisional/departmental heads, Indirect Sales, DFS, Channel Planning, Standardization, QA, IT CRM, and all functions of the company for effective planning, development and roll out of the Leadership Development Initiatives. A collaborative effort will result in capable and mature people leaders who drive the transformation journey at Jazz while caring for and growing their team members.

The two (02) specific tasks that team was working on in the last 6 months with results.

Reduction in wait and service time

Maximization of customer satisfaction scores

Requirements

The three (03) must have past experiences the best candidate should have

Conflict management and Analytical ability

Project Management decision making

Leadership and Management skills

The two (02) must have technologies the candidate should have

Microsoft Office

CRM systems

Customer centricity to identify and address leadership development gaps.

Innovative thinking and solution orientation to craft leadership development solutions in line with our philosophy, competencies, and expectations from leaders.

Communication and presentation skills to make solutions/ideas understandable for respective audience segments.

Drive for results to own initiatives and continuously evolve in line with analysis and feedback.

Upselling expertise to capitalize on opportunities for additional revenue generation through personalized digital experiences and tailored solutions for customers.

Digital Transformation Strategy: Develop and implement a comprehensive strategy for digitally transforming experience centers, leveraging emerging technologies and innovative approaches to enhance customer experiences.

Technology Integration and Innovation: Lead the integration of cutting-edge technologies such as AI, IoT and data analytics into experience center operations to create immersive and personalized digital experiences for customers.

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.