Expert Business Process Management - JazzCash

Job Overview Job Title : Expert Business Process Management

Grade Level : L2

Location : Islamabad

Last Date to Apply : 9th October 2025

The Expert Business Process Management is responsible for supporting the design, implementation, and governance of business processes to enhance efficiency, strengthen customer experience, and ensure compliance across JazzCash.

It requires strong analytical, process, and project management skills, along with the ability to work collaboratively with cross‑functional stakeholders to identify improvement opportunities and enable customer‑centric product and service delivery.

In addition, the Expert will act as a key CX liaison in product and project development, ensuring that customer experience KPIs, call center insights, and customer feedback are effectively integrated into business processes and product decisions.

This position reports to the Stream Head, Business Process Management & Standardization.

Key Responsibilities

BPM Strategy & Process Design

Support the development and execution of BPM strategies, frameworks, and methodologies to improve efficiency, quality and consistency across JazzCash operations.

Analyze, document and redesign processes to align with business and CX objectives, ensuring scalability, automation readiness and compliance with industry best practices.

Assist in establishing and maintaining process governance mechanisms, including documentation, KPIs and continuous improvement initiatives.

Explore and recommend opportunities for automation and AI‑enabled solutions as part of process design and standardization.

CX Integration & Product Development

Act as a CX‑side representative in product and project development, ensuring customer experience KPIs, call centre insights and complaint data are incorporated into decision‑making.

Provide support to cross‑functional teams in implementing standardized processes and ensuring customer‑centric product development.

Process Improvement & Optimization

Collaborate with stakeholders to identify and drive process improvement opportunities through root‑cause analysis, CX deep‑dives and optimisation projects.

Identify opportunities for process automation and use of AI / analytics to enhance efficiency, reduce manual work and improve customer experience.

Conduct data analysis and reporting to highlight process gaps, track customer pain points, measure improvements and assess post‑implementation impact.

Project Management Support & Leadership

Contribute to project management activities, including planning, monitoring progress and ensuring timely delivery of initiatives that impact customer experience.

Support ongoing projects and take ownership of assigned projects, leading them end‑to‑end in coordination with cross‑functional teams.

Qualifications

Bachelor’s degree in Business Administration, Management, Industrial / Process Engineering, Computer Science or related discipline (Master’s degree such as an MBA in Operations, Strategy or Project Management preferred).

2–5 years of relevant experience in business process management, project management or product support (experience in FinTech, telecom, or financial services is preferred).

Familiarity with FinTech, Financial Services or Branchless Banking operations and regulatory frameworks.

Understanding of call centre operations, KPIs and customer service processes.

Knowledge of BPM principles, methodologies (e.g., Lean Six Sigma, BPMN) and process modelling tools / software.

Strong analytical, problem‑solving and data interpretation skills with the ability to drive insights into action.

Effective communication and stakeholder management skills, with the ability to work across cross‑functional teams.

Basic project management knowledge; familiarity with PMP / Agile / Scrum is considered an advantage.

Certifications in BPM, Lean Six Sigma, Project Management or Automation / Analytics tools are a plus but not mandatory.

JazzCash is an Equal Opportunity Employer JazzCash is an equal opportunity employer. We celebrate, support and thrive on diversity and are committed to creating an inclusive environment for all employees.

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 52 million customers for the better. JazzCash is recognised as one of the leading employers in the country and epitomises a philosophy where each employee is passionately living a better life every day, inspired by visionary leadership, a unique professional culture and a commitment to continuous learning and development.

Our core values include qualities essential for a positive organisational culture – truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering customer obsession across the board. This is an opportunity for someone who wants to be part of something transformative, 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.

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