Location : Lahore

Industry : Telecommunications

Description :

Manager Vendor Management Core Operations

Location: Lahore Grade: L3

Last Date to Apply: 7th July, 2024

Who is Manager Vendor Management Core Operations?

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, having excellent communication skills to be able to advocate/defend what is right—even if it comes to conflict/disagreement with Top Management—with professionalism, maturity, and a balanced, holistic view of competing viewpoints.

This role falls under The Customer Operations & Vendor Management which is a part of the Customer Experience Domain at Jazz and 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.

This role reports to the Head of Customer Operations & Vendor Management whereas Vendor Management Team Leads will be directly reporting to you who are currently assisting and managing vendor teams. Vendor Teams do case management of Network, Financial, Order Management workstreams. Three Vendor Management Team leads will directly report to you whereas you will be assisting & enabling approximately 93 employees of vendor to process their day to day operations via your team.

What does Manager Vendor Management Core Operations do?

Work with internal and external stakeholders including divisional/departmental heads, Indirect Sales, DFS, Channel Planning, Standardization, QA, IT CRM, TEC Jazz, TEC Ericson, PD, and all functions of the company for effective planning, development and roll-out of the Leadership Development Initiatives along with enabling, assisting & empowering our vendor teams to deliver the best customer experience and winning happy customers for Jazz. 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.


·              Engage employees in different team building activities to groom and motivate them both inside Jazz and help our vendor to do the same for vendor’s workforce. 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 workload and increase self- service penetration

·              Regular audit and monitoring of vendor functions, teams & other system users. Identify loopholes 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 vendor meets defined KPIs of Service Level, Quality Assurance, Voice Of Customers & First Contact Resolution.

·              Ensure all customers are given timely resolution of their complaints, user 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 vendor teams are in their optimum working condition at all times

·              Preserve and promote all Jazz values

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 Manager Vendor Management Core Operations?

·              Effectively and efficiently manage vendor 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 customer operations back office and coordinate with support departments for automation/operational efficiency.

·              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.

·              Digital Transformation Strategy: Coordinating closely with Digital Transformation Team to create digital volumes via Jazz World & other apps, 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 back office operations to create immersive and personalized digital experiences for customers.

Essential Skills

·              Leadership and Team Management: Demonstrated ability to lead and manage teams effectively, fostering a culture of collaboration, accountability, and continuous improvement within customer operations back office teams, with a specific focus on training and coaching team on first contact resolution.

·              Customer-Centric Mindset: Strong understanding of customer needs and preferences, with a focus on delivering exceptional service & experience to customer customers by identifying and anticipating customer complaints/requests effectively.

·              Strategic Thinking and Problem-Solving: Proven track record of developing and implementing strategic initiatives to enhance customer experience, including initiatives aimed at improving self-service capabilities and increasing digital volumes opportunities through innovative solutions.

·              Communication and Relationship Building: Excellent communication skills, both verbal and written, with the ability to build rapport and maintain positive relationships with internal stakeholders, external partners, and customers, ensuring effective communication of case management and self-service improvements.

·              Analytical Skills and Data-Driven Decision Making: Proficiency in analyzing customer data and feedback to identify trends, insights and areas for improvement, using data-driven approaches to drive decision-making and optimize the customer experience, including enhancements to self-service platforms.


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.