Grade: L3
Location: Islamabad
Last Date to Apply: 6 Jul 2026
What is Manager Operational Excellence & Controls?
Manager Operational Exellence & Controls leads JazzCash's operational excellence agenda by driving process reengineering, knowledge management, operational risk reduction, and fraud experience transformation across customer and merchant journeys.
The role is responsible for identifying and eliminating operational inefficiencies, strengthening governance frameworks, improving frontline effectiveness through robust knowledge systems, and reducing customer friction while maintaining effective fraud controls.
This position serves as the bridge between Operations, Product, Technology, Risk, Fraud, Customer Experience, and AI/Automation teams to deliver scalable, intelligent, and customer-centric operating models.
What does Manager Operational Excellence & Controls do?
1. Operational Excellence & Process Reengineering
- Lead end-to-end review and redesign of customer, merchant, and operational journeys.
- Drive continuous improvement methodologies across JazzCash operations.
- Identify process bottlenecks, failure points, and inefficiencies through data-driven analysis.
- Deliver measurable improvements in turnaround times, productivity, quality, and customer experience.
- Establish process governance standards and operational design principles
- Own process documentation and future-state operating model design.
Knowledge Management & Operational Governance
- Establish and govern JazzCash's enterprise knowledge management framework.
- Develop and maintain operational policies, SOPs, process maps, and frontline knowledge repositories.
- Ensure knowledge assets remain current, accurate, and aligned with regulatory requirements.
- Design AI-ready knowledge architecture to support agentic AI, virtual assistants, self-service, and employee copilots.
- Define governance mechanisms for content ownership, review cycles, and compliance adherence.
- Monitor knowledge utilization and effectiveness across customer-facing channels.
Controls & Fraud Prevention
- Partner with Fraud, Compliance, Risk, and Operations teams to improve fraud prevention experiences.
- Review customer journeys and identify opportunities to reduce friction while maintaining control effectiveness.
- Drive improvements in fraud complaint handling, customer communication, account recovery journeys, and fraud awareness initiatives.
- Analyze operational risks and recurring failure points impacting customer experience.
- Lead root cause analysis for major incidents and systemic operational issues.
- Recommend process, policy, and technology interventions to strengthen controls.
Intelligent Operations & Automation
- Collaborate with AI and Automation teams to identify opportunities for workflow automation and intelligent process redesign.
- Support deployment of AI-enabled knowledge systems, agent assistance tools, and self-service capabilities.
- Drive adoption of process mining, workflow intelligence, and automation technologies.
- Ensure transformation initiatives deliver measurable operational and customer outcomes.
Stakeholder Management & Transformation Delivery
- Partner with Operations, Product, Technology, Risk, Fraud, Compliance, and Customer Experience teams to drive enterprise-wide initiatives.
- Present findings, recommendations, and progress updates to senior leadership.
- Build business cases for operational improvement initiatives.
- Track and report benefits realization from transformation programs.
- Establish a culture of continuous improvement across operational teams.
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 be a Manager Operational Excellence & Controls?
- Bachelor's degree in Business, Engineering, Technology, Operations, Finance, or related discipline.
- Master's degree preferred.
- 7-10 years of experience in Operations Excellence, Process Improvement, Business Transformation, Customer Experience, Risk Management, Consulting, or related functions.
- Experience within Financial Services, Fintech, Telecommunications, Digital Platforms, or Technology organizations preferred.
- Proven track record of leading cross-functional transformation initiatives.
- Experience with process redesign, operational governance, and continuous improvement methodologies.
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.