Last Date to Apply: 24th April 2019
As one of the top 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
To continue and change the lives of our 55 million customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
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 People & Organization team to understand the strategy of the function in line with CEO strategy and company road map
Understand the function of Total Rewards in the People & Organization division and how your role fits into the overall Total Rewards strategy and function
Develop in-depth understanding of Jazz Policy & Benefits & Rewards Programs
Develop an understanding of product & services, processes & SOPs in the organization
Develop in-depth understanding on the Job Grading and Job Titles framework of Jazz
Within 60 days, you will:
Design, deploy & document core processes for all products & services across CC channels
Manage change via process evaluations and process re-engineering to ensure standardization & alignment across all touch points
Ensure standardized flow of all information across various channels
Define, roll out, monitor and review standardized parameters to measure Quality of Service across all CC Channels
Within 90 days to onwards you will:
Identify and highlight performance gaps and areas of improvement
Support training and development functions while analysing training needs, developing standardized training modules and rolling out conduct across all regions
Manage knowledge base for customer handling employees and assist in updating all relevant information
Provide support to line managers for managing special projects
What we have done and what we will do with YOU
In the last one-year Jazz is a huge success story in terms of business transformation, we were market leaders and we still are market leaders but with huge margins specially after successful merger of Jazz and Warid.
A bit about you:
We are looking for someone who is energetic and has a positive attitude to be able to advocate/defend views of what is right with professionalism, maturity, and a balanced, holistic view of any competing viewpoints.
A bit about us
Focus of Customer Care is to reduce customer calls on helpline & improve customer experience through self-service and automation. Quality Assurance supports the department objectives through identification of customer pain points, process improvement and training recommendation.
The structure of the team you will join is:
A seven (07) members team with no sub teams.
The two (02) main priorities of the team as a whole are:
Improve processes through automation & self-service which should be industry best
Lead special projects in the organisation which are related to system and process change
With which other stakeholders the successful candidate will work with functional/regional/ within the team.
You will work with internal and external stakeholders including divisional/departmental heads, internal customer within the organisation.
What would be the result of those interactions if we assume 100% collaboration?
It will help in identification of customer issues and collaborative working will improve efficiency of business partners.
The two (02) specific tasks that team was working on in the last 6 months with results:
Process harmonisation and system integration of Warid & Jazz after merged Co.
Call reduction initiatives through automation and self-service projects
The three (03) must have past experiences the best candidate should have:
Good Communication Skills
Good Analytical Skills
Good Presentation skills
The two (02) must have technologies the candidate should have:
Process Flow Design
Essential skills must have:
Data Analysis in order to review and analyse data and be able to extract meaningful insights
Data Presentation skills for being able to present data in order to make quick decisions
Advance communication skills for managing cross functional projects