Grade: L4
Location: Islamabad
Last Date to Apply: 27 April 2026
What is the Head of Customer Operations?
The Head of Customer Operations owns the end-to-end contact center engine for JazzCash. The role is accountable for inbound and outbound service delivery, quality assurance across voice and digital channels, and the integration of data science and AI into day-to-day operations to drive effortless, right-first-time customer resolutions at scale.
This is a builder role as much as an operator role: beyond running a high-performing in-house and outsourced contact center, the role will institutionalize an AI-first operating model while ensuring compliance with regulatory, fraud-control, and risk frameworks.
What does the Head of Customer Operations do?
Service Delivery & Operational Excellence
- Own inbound/outbound contact center performance across in-house and outsourced partners, including SLA attainment, staffing, scheduling, shrinkage, occupancy, and adherence.
- Drive continuous improvement on core CX metrics (e.g. NPS, CSAT, FCR, AHT, ASA, abandonment, repeat contact) through root-cause analysis, process redesign, and frontline enablement.
- Establish a consistent operations-excellence methodology across sites, queues, and channels with rigorous governance.
- Monitor operational health daily/weekly/monthly and intervene proactively when KPIs deviate.
Quality Assurance – Voice & Digital
- Lead QA across voice and digital channels (chat, in-app, social, email), ensuring adherence to service standards, regulatory scripting, and fraud/complaint protocols.
- Use speech analytics, conversation intelligence, and sentiment tooling to move QA from sample-based audits to near-100% coverage.
- Translate QA insights into targeted coaching, knowledge-base updates, and process fixes that close the loop between quality signals and performance.
AI, Data Science & Automation
- Build and lead a Data Science & AI Ops function, operationalizing models, bots, and analytics into live-agent and self-service workflows.
- Forecast volumes, optimize staffing, identify contact drivers, and prioritize the automation backlog by ROI and customer impact.
Risk, Fraud & Compliance
- Ensure contact center operations comply with regulatory requirements, audit findings, and data-protection obligations.
- Partner with with multiple teams to ensure the contact center is a strong first line of defense with timely fraud detection, dispute handling, and customer remediation.
- Maintain robust authentication, call-recording, and data-handling standards across all operations.
- Own the contact center's response to fraud incidents, complaint escalations, and regulatory inquiries.
Vendor & Outsourced Operations Management
- Manage outsourced partners end-to-end: contracting, pricing, SLAs, performance governance, cost/risk analysis, renewals, and exits.
- Maintain a lean in-house core for strategy, QA, and AI integration while leveraging partners for volume delivery.
- Foster vendor partnerships aligned to JazzCash values, customer obsession, and delivery standards.
Leadership & Team Development
- Lead and develop direct reports.
- Build succession depth, drive capability uplift, and create an environment where frontline staff and managers are motivated to perform and grow.
- Champion a customer-first culture from hiring and onboarding through daily coaching and recognition.
Budget & Resource Management
- Own department and outsourcing budgets; ensure cost-effective allocation without compromising quality or compliance.
- Track monthly spend, surface variances early, and drive remedial actions.
- Forecast staffing needs, plan recruitment and training, and drive cross-sell/up-sell revenue through outbound channels.
JazzCash is an equal-opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.
Requirements
What are we looking for and what does it require to Head of Customer Operations at JazzCash
- Bachelor's in Business Administration, Engineering, Computer Science, Operations, or related field; Master's preferred.
- 10+ years in financial services, fintech, or telecom, with 5+ years in senior leadership running contact center or customer operations at scale.
- Track record of leading large cross-functional and vendor teams and improving CX metrics.
- Experience embedding AI, automation, analytics, or RPA into live customer operations with measurable outcomes.
- Excellent data-driven decision-making skills
- Strong strategic orientation; able to translate business goals into operational plans and KPIs.
- Exceptional communication, stakeholder management, and executive presence with senior leaders, regulators, and vendor partners.
- Detail-oriented with the ability to lead multiple priorities under pressure.
- Customer-first attitude, bias for action, and judgment to balance speed with control in a regulated environment.
Benefits
Why Join JazzCash?
As one of the largest digital financial services providers in Pakistan, our objective is to continue to change the lives of our 57 million customers for the better.
Recognized as one of the leading employers in the country, JazzCash epitomizes the philosophy that each JazzCash employee is passionately living a better life 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.
This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.
