• 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.
    • 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.
    • 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.
  • Job Details

    Total Positions:
    1 Post
    Job Type:
    Job Location:
    Gender:
    No Preference
    Experience:
    Doesn't Matter
    Apply Before:
    Jan 18, 2025
    Posting Date:
    Jan 10, 2025

    Mobilink Bank

    Banking/Financial Services · 1001-1500 employees - Islamabad

    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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