Operations Coordinator JazzCash – MMBL

Mobilink Bank

发布昨天 84 查看 Report Job

What is Operations Coordinator JazzCash MMBL - MMBL?

The Operations Coordinator plays a critical role in managing operations related to Mobilink Microfinance Bank Limited (MMBL) for JazzCash. This position ensures seamless coordination between the JazzCash Customer Experience Department, backed operations, and MMBL s internal backend teams. The role encompasses handling system and application tasks/issues, process alignment, regulatory compliance, and complaint resolution, fostering collaboration among teams to optimize operational efficiency. Collaborates with extended operational teams and vendors to support overall operational objectives.

What Operations Coordinator JazzCash MMBL - MMBL does?

1. Operational Coordination:
o Manage core team responsibilities and maintain effective communication with MMBL backend teams to ensure smooth workload distribution.
o Coordinate with JazzCash customer operations units for timely resolution of tasks and issues.
2. Regulatory Compliance:
o Facilitate monthly visits from MMBL internal audit and State Bank of Pakistan (SBP) inspection teams.
o Address regulatory observations and compliance checks by liaising with relevant MMBL teams for resolution.
o Support JazzCash in implementing regulatory observations and ensuring adherence to compliance standards.
3. Complaint and Case Management:
o Handle escalations related to fraud, spam, Financial Risk Management (FRM), and other critical areas involving SBP, FIA, and other regulatory bodies.
o Ensure adherence to protocols and expedite resolution by coordinating with appropriate teams.
4. Customer Journey Optimization:
o Minimize customer dependency on MMBL physical branches by bridging gaps in staff training, tool availability, and access.
o Collaborate with teams to enhance customer service delivery and redirect customers to JazzCash helplines.
5. SLA Management:
o Monitor and manage pending complaints and escalated cases to ensure timely closure within defined Service Level Agreements (SLAs).
o Drive continuous improvement initiatives to reduce SLAs and enhance service efficiency.
6. Outage Management:
o Collaborate with MMBL IT/Tech teams to proactively manage and report outages.
o Align customer communication strategies to minimize disruption during technical issues.
7. Process Improvement:
o Identify areas of improvement and implement innovative solutions to enhance customer satisfaction (CSAT).
o Lead empowerment initiatives to bridge potential gaps and foster team collaboration.

What are we looking for and what does it require to be Operations Coordinator JazzCash MMBL - MMBL?

1. Experience:
o Minimum 5 years of contact center experience, preferably in the banking sector.
o Hands-on experience managing contact center teams and vendor relationships.
2. Skills:
o Strong analytical skills to derive meaningful insights from data.
o Proficiency in computer skills, particularly Excel for analytics, data visualization, and presentations.
o Practical problem-solving mindset with the ability to own and address customer pain points.
3. Collaboration:
o Proven ability to manage cross-functional communication within a diversified team structure.
o Team player with a collaborative approach to achieving shared goals.
4. Education:
o Minimum graduation degree (HEC recognized).
5. Attributes:
o Fast-paced work ethic to match financial customer service needs.
o Innovation-driven mindset to enhance the existing business model.
o Strong organizational and coordination abilities.

工作详细内容

全部职位:

1 发布

工作类型:

全职/长期工

工作地址:

伊斯兰堡, 巴基斯坦

性别:

没有偏好

在之前申请:

Jan 18, 2025

发布日期:

Jan 10, 2025

Mobilink Bank is providing banking services to over 42 million registered users including 16+ million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 100 branches and 200,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion. MMBL is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.