BPM & CX Optimization Lead

JazzCash; Islamabad; Sur place; PKR 1 500 000 - 2 600 000; Plein temps

Résumé du poste

JazzCash seeks an Expert Business Process Management to design and govern processes that enhance customer experience. You will work with cross‑functional teams to implement improvements, ensure compliance and embed CX KPIs in product decisions.

You will lead BPM initiatives, develop governance, and drive data‑driven improvements and automation, reporting to the Stream Head BPM & Standardization. Bachelor’s degree required; MBA preferred.

Qualifications

• Bachelor’s degree in Business Administration, Management, Industrial/Process Engineering, Computer Science or related discipline (MBA preferred).
• 2–5 years of experience in BPM, PM or product support.
• Knowledge of BPM principles and BPMN; familiarity with process modeling tools and call center KPIs.
• Strong analytical and problem‑solving skills with stakeholder management.
• Project management knowledge; familiarity with fintech or regulatory frameworks is a plus.

Responsabilités

• Design, implement and govern BPM strategies and frameworks across JazzCash operations.
• Analyze, document and redesign processes for efficiency, CX alignment and compliance.
• Maintain governance with OLAs/SLAs, KPIs and continuous improvement initiatives.
• Lead projects end‑to‑end with cross‑functional teams.
• Incorporate CX KPIs, call center insights and feedback into product decisions.
• Report to Stream Head BPM & Standardization and drive automation and AI opportunities.

Connaissances

BPM principles

Process modeling

Stakeholder management

Data analysis

Project management

Formation

Bachelor’s degree in Business Administration or related discipline

MBA preferred

Outils

Process modeling tools

BPMN

Description du poste

JazzCash seeks an Expert Business Process Management to design and govern processes that enhance customer experience. You will work with cross‑functional teams to implement improvements, ensure compliance and embed CX KPIs in product decisions.

You will lead BPM initiatives, develop governance, and drive data‑driven improvements and automation, reporting to the Stream Head BPM & Standardization. Bachelor’s degree required; MBA preferred.