Specialist B2B Operations

at Jazz
Location Lahore, Pakistan
Date Posted December 16, 2020
Category Information Technology Jobs in Pakistan
Job Type Full-time
Education Requirement Bachelors / Masters
Career Level Entry Level
Experience +3 Years
Base Salary Competitive Salary
Street address Lahore

Description

Grade: L1

Last Date to Apply: Wednesday, 23rd December, 2020

As one of the leading 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

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 65 million customers for the better. 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.

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 a detailed orientation program where you will learn about Jazz’s core values, business, and products
    • Meet the relevant stakeholders concerning your team
    • Develop understanding of your division, function, its structure, and your role within the team
    • Develop understanding of Jazz Business information, systems, processes and procedures to conduct multiple UATs and Automation Projects
    • Develop understanding of Jazz Business operations working model to support and build better experience through digital platforms for operational excellence and customer facilitations
  • Within 60 days, you will:

    • Supervise vendor services in compliance with company policies
    • Review daily & Monthly Performance/KPI reports
    • Review hourly, weekly, monthly SLA reports
    • Arrange meetings and conduct discussions with relevant departments/stakeholders to brainstorm to enhance customer experience
    • Analyze quality assurance and conduct mystery shopping
    • Ensures the financial billing analysis and its variances/outcome is shared with different teams in the form of billing reports
    • Identify the all system level mismatches and coordinate with concern stake holders to fix these issues
  • Within 90 days to onwards you will:

    Projects

    Continue with 60 days learnings and assigned tasks:

    • Analyze and revert changes where activities performed without customer consent
    • Identify the activities creates revenue exposure and coordinate with stakeholders to fix and post the wrongly charged amounts.
    • Supports relevant departments (marketing, operations etc.) and ensures timely resolution of all related operational/process concerns
    • Manages ad-hoc tasks assigned in coordination with technology department
    • Analyses recurring issues identified by stakeholders and ensures system reconciliation in coordination with technology departmentt
    • Conduct trainings to relevant departments with regards to system change for smooth business operations
    • Conduct trainings to relevant departments with regards to system change for smooth business operations
    • Arrange sessions with relevant departments to discuss and work on process improvement
    • Conduct new hire trainings for all process and systems
    • Arrange meetings and conduct discussion within house development team for automations to optimize operational performance
    • Performs analysis on issues identified in processes
    • Provides trainings to relevant departments with regards to system change for smooth business operations
    • Responsible for initiating and finalizing the business policy making process with cross-functional teams along with QAST
    • Participate and lead, when needed, the project meetings with the internal/external stakeholders.

    Escalations Management

    • Review, analyze and resolve escalation received from Management or Customers
    • Analyze customer complaints and identify the system & process level issues
    • Conduct discussion with technology and process team to take required actions to avoid future incidents
    • Identifies changes requested by existing customers i.e. upgrade, downgrade, suspension or termination of customer’s package; authorizes the approval for change once the customer request is verified
    • Coordination with in-house development team for automations to optimize operational performance
    • Fixing and improving existing software issues, bugs and security breaches
    • Establish the needs of users and monitoring user access and security
    • Monitor performance and manage parameters in order to provide fast responses to front-end users
    • Maintain data standards, including adherence to the ISG-Information Security Governance guidelines
    • Control access permissions and privileges
    • Develop, manage and test back-up and recovery plans
    • Ensure that storage and archiving procedures are functioning correctly
    • Ad-hoc reporting and reporting automation

    A Bit About You

    We are looking for someone who has delivered on challenging operational activities and projects. Hands-on experience in Customer Operations (Front/Back end), project UATs and process improvements & automations.

    Prior experience of Business Operations, Process Automations, Project Management with knowledge of CRM and Billing systems will be an added advantage.

    We are looking for someone who has the ability to bring innovation and effectiveness at work. The individual should have sound business operations, technical and project management skills; these skills are key to meet the KPIs and SLAs targets.

    A Bit About Us

    The Business process management & PMO team is part of the B2B Operations Department within the Jazz Business Division. The team is responsible for managing Corporate customer operations at Jazz.

    The Structure Of The Team You Will Join Is

    • A 13-member team (including the department head) with 5 sub teams
    • You will be part of a 03-member sub-team reporting to a Team Manager

    The two (02) main priorities of the team as a whole are:

    • Customer Operations
    • Vendor Management

    The two (02) specific tasks that team was working on in the last 6 months with results.

    Training and Quality Assurance at back office teams

    Process Automations and Integrations

    The three (03) must have past experiences the candidate should have.

    Telecom Customer Operations

    Trainings and Process Management

    Project Management

    The two (02) must have technologies the candidate should have.

    SQL Server 2000 | mySql

    MS Office Advance (Excel, Power Point, Word, Visio mandatory)

    Essential Skills Must Have

    • Solid understanding of telecom industry standards, customer operations and process management practices
    • Demonstrate exceptional business acumen and judgement to plan and accomplish goals
    • Solid business communication skills, both written and verbal
    • Strong organisational and analytical skills with the ability to multi-tasking and respond to changing priorities
    • Telecom systems knowledge and experience (CRM-Siebel, IN, BS, Financial Systems-ERP)
    • Proficiency in Microsoft Office (Excel, Visio), & MS Project
    • Process Automations and Database Administration
    • Vendor management (KPI and SLA monitoring, Contractual obligation evaluations)
    • Tracked and analyzed reports to determine needed improvements

    Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful. Being truthful requires us to act ethically, honestly, and with integrity.

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