Posted Aug 19, 2024 298 views
- An Operations Coordinator for JazzCash typically plays a crucial role in ensuring the smooth and efficient functioning of the company's operations.
- Improve first contact resolution, plan is to move several tasks within JazzCash contact center, currently performed by MMBL Ops team. This will be done by having MMBL Ops resources sitting in our call center (CC) however, they will be MMBL employees. To administer this core team, coordination with MMBL backend teams, managing their workload etc.
- On monthly basis, MMBL internal audit and State Bank inspection team visit our CC. They record several observations and perform compliance checks. Few related to JC and few with MMBL, to close these observations, strong coordination is required with MMBL relevant teams. Another core job of coordinator.
- Complaints, cases and escalations related to fraud, spam, FRM etc. where SBP, FIA and other regulatory bodies are involved. To be dealt through specific process and protocol, the coordinator will liaise with relevant teams for early closure.
- Mandate from Jazz CEO and MMBL CEO is to eliminate customer s footprint towards MMBL physical branches. Huge gap in terms of MMBL branch staff training, availability of tools and access, coordination with backend teams to resolve JC customers issues. Coordinator role would be to bridge these gaps for customer s serving and working in CFT to implement plans, diverting customers towards JC helpline instead of coming to branches.
- Pending complaints and escalated cases work load management and timely closure will be the core responsibility of coordinator. Ensuring all MMBL teams are adhering to defined SLA. Continuous improvement initiative to further reduce the SLA
- Strong coordination with MMBL IT/Tech team to manage/report outages proactively and align on customer communication.
- Minimum graduation degree (HEC recognized)
- Hands on experience of managing contact centre teams.
- Minimum 5 years of contact centre experience is mandatory including vendor management.
- Preferably in banking sector.
- Collaborative and team player to manage cross functional communication and diversified team structure.
- Analytical skills to read through data and bringing meaningful insights.
- Matching fast pace financial customer services needs, bringing innovation to existing business mode aiming at improving CSAT and reducing SLAs.
- Proficient in computer skills, especially towards Excel analytics, data insight, and presentations.
- Practical approach and mind set to own customer s journey pain areas, result oriented and problem solving attitude.
Job Details
Mobilink Bank
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.
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