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assistant manager complaint management analytics

Zong 5G

<div>
 
 Job Purpose:
 
 
 Responsible for supporting and overseeing high-level complaint resolution performance and customer satisfaction outcomes through robust monitoring, analysis and reporting of key complaint related KPIs. The role ensures effective management of the end-to-end complaint lifecycle, evaluates departmental and regional performance and delivers actionable insights to improve resolution efficiency, service quality and customer-centricity. This position requires a strong analytical mindset, attention to detail and the ability to collaborate with cross-functional stakeholders to enhance complaint management processes through data-driven decision-making.
 
 
 
 
 
 Job Responsibilities:
 
 <ul>
 <li>
 Assist in managing the end-to-end complaint resolution lifecycle, from complaint receipt to final resolution, ensuring accuracy, efficiency and customer-centric handling
 </li>
 <li>
 Ensure timely resolution of complaints in line with defined turnaround times (TAT) and service level agreements (SLAs)
 </li>
 <li>
 Monitor complaint handling quality to ensure high levels of customer satisfaction and compliance with company policies and regulatory standards KPI Monitoring &amp; Analytics
 </li>
 <li>
 Monitor, analyze and evaluate key performance indicators including Complaint Per Million (CPM), Complaint Resolution Rate (CRR), Customer Resolution Satisfaction (CRS) and Turnaround Time (TAT)
 </li>
 <li>
 Conduct detailed monthly, quarterly and annual performance analysis to assess complaint resolution efficiency, operational effectiveness and customer satisfaction trends
 </li>
 <li>
 Track and evaluate departmental, HQ, and regional complaint performance to identify patterns, gaps and improvement opportunities
 </li>
 <li>
 Assist in developing comprehensive dashboards and performance reports highlighting trends, risks, root causes and actionable insights
 </li>
 <li>
 Present complaint management findings, insights and improvement recommendations to senior management and relevant stakeholders
 </li>
 <li>
 Evaluate departmental standings and achievements related to complaint handling and resolution performance
 </li>
 <li>
 Collaborate with cross-functional teams (Commercial, Technical, GCSS, Customer Care, IT, etc.) to improve complaint resolution processes and align strategies with customer experience goals
 </li>
 <li>
 Recommend and support corrective and preventive actions based on KPI analysis and root cause findings
 </li>
 <li>
 Facilitate training sessions and knowledge-sharing initiatives to enhance analytical, reporting and complaint-handling capabilities of complaint management teams
 </li>
 <li>
 Identify opportunities for automation, digitization and process optimization within the complaint management framework Tools
 </li>
 <li>
 Support the development and implementation of advanced analytical tools, dashboards and reporting methodologies to improve data accuracy and insight generation
 </li>
 <li>
 Contribute to digital transformation initiatives within complaint management processes.
 </li>
 </ul>
 
 
 
 Eligibility Criteria (Education, Knowledge, Experience and Skills):
 
 
 
 
 Education:
 
 <ul>
 <li>
 In principle to have a minimum bachelor&rsquo;s degree in business administration, Statistics, Data Analytics or a related field.
 </li>
 </ul>
 
 
 
 
 Work Experience:
 
 <ul>
 <li>
 Should have preferably 4 years of relevant experience.
 </li>
 </ul>
</div>

Assistant Manager Complaint Management & Analytics

JazzCash

<div>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 &amp; Operational Excellence<ul><li>
Own inbound/outbound contact center performance across in-house and outsourced partners, including SLA attainment, staffing, scheduling, shrinkage, occupancy, and adherence.</li><li>
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.</li><li>
Establish a consistent operations-excellence methodology across sites, queues, and channels with rigorous governance.</li><li>
Monitor operational health daily/weekly/monthly and intervene proactively when KPIs deviate.</li></ul>
Quality Assurance &ndash; Voice &amp; Digital<ul><li>
Lead QA across voice and digital channels (chat, in-app, social, email), ensuring adherence to service standards, regulatory scripting, and fraud/complaint protocols.</li><li>
Use speech analytics, conversation intelligence, and sentiment tooling to move QA from sample-based audits to near-100% coverage.</li><li>
Translate QA insights into targeted coaching, knowledge-base updates, and process fixes that close the loop between quality signals and performance.</li></ul>
AI, Data Science &amp; Automation<ul><li>
Build and lead a Data Science &amp; AI Ops function, operationalizing models, bots, and analytics into live-agent and self-service workflows.</li><li>
Forecast volumes, optimize staffing, identify contact drivers, and prioritize the automation backlog by ROI and customer impact.</li></ul>
Risk, Fraud &amp; Compliance<ul><li>
Ensure contact center operations comply with regulatory requirements, audit findings, and data-protection obligations.</li><li>
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.</li><li>
Maintain robust authentication, call-recording, and data-handling standards across all operations.</li><li>
Own the contact center's response to fraud incidents, complaint escalations, and regulatory inquiries.</li></ul>
Vendor &amp; Outsourced Operations Management<ul><li>
Manage outsourced partners end-to-end: contracting, pricing, SLAs, performance governance, cost/risk analysis, renewals, and exits.</li><li>
Maintain a lean in-house core for strategy, QA, and AI integration while leveraging partners for volume delivery.</li><li>
Foster vendor partnerships aligned to JazzCash values, customer obsession, and delivery standards.</li></ul>
Leadership &amp; Team Development<ul><li>
Lead and develop direct reports.</li><li>
Build succession depth, drive capability uplift, and create an environment where frontline staff and managers are motivated to perform and grow.</li><li>
Champion a customer-first culture from hiring and onboarding through daily coaching and recognition.</li></ul>
Budget &amp; Resource Management<ul><li>
Own department and outsourcing budgets; ensure cost-effective allocation without compromising quality or compliance.</li><li>
Track monthly spend, surface variances early, and drive remedial actions.</li><li>
Forecast staffing needs, plan recruitment and training, and drive cross-sell/up-sell revenue through outbound channels.</li></ul>
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<ul><li>
Bachelor's in Business Administration, Engineering, Computer Science, Operations, or related field; Master's preferred.</li><li>
10+ years in financial services, fintech, or telecom, with 5+ years in senior leadership running contact center or customer operations at scale.</li><li>
Track record of leading large cross-functional and vendor teams and improving CX metrics.</li><li>
Experience embedding AI, automation, analytics, or RPA into live customer operations with measurable outcomes.</li><li>
Excellent data-driven decision-making skills</li><li>
Strong strategic orientation; able to translate business goals into operational plans and KPIs.</li><li>
Exceptional communication, stakeholder management, and executive presence with senior leaders, regulators, and vendor partners.</li><li>
Detail-oriented with the ability to lead multiple priorities under pressure.</li><li>
Customer-first attitude, bias for action, and judgment to balance speed with control in a regulated environment.</li></ul> 

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.</div>

Head of Customer Operations

Rastgar Engineering Company

Location: IslamabadJob Type: Full TimeExperience: 1&ndash;2 YearsEducation: Minimum Intermediate; relevant certifications preferredJob DescriptionRastgar Engineering &mdash; a leading manufacturer and global exporter of heavy-duty truck and trailer components &mdash; is looking for a Digital Media Assistant to join our media and marketing team.This role is ideal for someone who&rsquo;s skilled in website SEO, AI-powered content creation, and Google Analytics, and can use these tools to improve online visibility, website performance, and customer tracking.Key Responsibilities:<ul><li>Create and publish AI-generated web content using tools like ChatGPT or Jasper</li><li>Manage website updates using WordPress, Wix, or other CMS platforms</li><li>Conduct on-page SEO (meta tags, internal links, keyword optimization)</li><li>Assist in creating visually appealing layouts using Canva or similar tools</li></ul>Skills Requirement:Candidates with experience on the following tools will be preferred:<ul><li>SEO (on-page &amp; technical basics)</li><li>Google Analytics (GA4)</li><li>Google Tag Manager</li><li>Meta Pixel / LinkedIn Insight Tag</li><li>AI Content Tools (ChatGPT, Jasper, etc.)</li><li>Canva / Graphic Support</li><li>Reporting / Dashboards</li></ul>Job Type: Full-timeEducation:<ul><li>Intermediate (Preferred)</li></ul>Experience:<ul><li>Media Assistant: 2 years (Preferred)</li></ul>Work Location: In person

Media Assistant (AI Content Creator + Graphic Designing)

Achha Foods

Job PurposeThe Assistant Sales Operations Manager is responsible for supporting daily sales operations, ensuring smooth coordination between supply chain, logistics, and sales teams. The role focuses on maintaining operational efficiency, managing stock and financial records, and ensuring timely delivery and customer satisfaction.Key Responsibilities1. Sales Operations Management<ul><li>Assist in managing day-to-day sales operations to ensure efficiency and accuracy</li><li>Monitor daily sales targets versus achievements and identify gaps</li><li>Take corrective actions to improve performance and meet targets</li><li>Coordinate with sales teams to support revenue growth initiatives</li></ul>2. Financial &amp; Accounts Handling<ul><li>Manage accounts related to direct operations</li><li>Ensure accurate and timely closing of the daily cash book</li><li>Monitor financial transactions and maintain proper records</li><li>Coordinate with finance department for reconciliations</li></ul>3. Inventory &amp; Stock Management<ul><li>Prepare and maintain daily closing stock reports</li><li>Ensure stock accuracy and availability across operations</li><li>Coordinate with warehouse and supply chain teams to avoid stock shortages or overstocking</li></ul>4. Supply Chain &amp; Logistics Management<ul><li>Oversee logistics operations to ensure smooth and timely delivery</li><li>Coordinate with supply chain teams for efficient product movement</li><li>Ensure proper handling of dispatch, transportation, and delivery processes</li><li>Identify and resolve operational bottlenecks</li></ul>5. Customer &amp; Complaint Management<ul><li>Handle customer complaints efficiently and professionally</li><li>Coordinate with concerned personnel to resolve issues promptly</li><li>Ensure high levels of customer satisfaction, especially for corporate clients</li></ul>6. Corporate Client Management<ul><li>Manage supply requirements for corporate customers</li><li>Ensure timely and accurate order fulfillment</li><li>Build and maintain strong relationships with key corporate clients</li></ul>7. Systems &amp; Reporting<ul><li>Ensure proficiency and effective use of systems such as SAP, SAMS, or other ERP software</li><li>Generate daily, weekly, and monthly reports related to sales, stock, and operations</li><li>Maintain accurate data entry and reporting standards</li></ul>8. Cross-Functional Coordination<ul><li>Collaborate with sales, finance, supply chain, and logistics teams</li><li>Support strategic initiatives to improve operational performance</li><li>Communicate effectively with internal stakeholders</li></ul>Qualifications &amp; RequirementsEducation:<ul><li>Bachelor&rsquo;s degree in Business Administration, Supply Chain Management, or related field</li><li>MBA (preferred but not mandatory)</li></ul>Experience:<ul><li>2&ndash;4 years of experience in sales operations, logistics, or supply chain roles</li><li>Experience in FMCG or similar industry preferred</li></ul>Skills &amp; Competencies<ul><li>Strong analytical and problem-solving skills</li><li>Good understanding of sales operations and supply chain processes</li><li>Proficiency in ERP systems (SAP, SAMS) and MS Excel</li><li>Excellent communication and coordination skills</li><li>Ability to work under pressure and meet deadlines</li><li>Attention to detail and accuracy</li></ul>Job Type: Full-timePay: Rs65,000.00 - Rs80,000.00 per monthApplication Question(s):<ul><li>What are your Salary Expectations?</li><li>What is your Notice Period?</li></ul>Work Location: In person

Assistant Sales Operation Manager

easypaisa digital bank

<div>
 
 
 About easypaisa digital bank:
 
 
 
 easypaisa is Pakistan&rsquo;s first digital bank and has advanced Pakistan&rsquo;s digital finance landscape. Backed by our shareholders, Telenor Group-a leading telecom operator in Asia and the Nordics- and Ant Group-the force behind Alipay, the world&rsquo;s leading open internet platform, easypaisa deliver secure, convenient financial solutions to millions of Pakistanis.
 
 
 
 
 
 
 Position Summary:
 
 
 
 The incumbent is responsible for executing, managing, and supporting the day-to-day operational, partner coordination, and performance delivery of Easypaisa Bank&rsquo;s international remittance business under the strategic direction of the Head of International Remittances.
 
 
 
 
 
 The role ensures smooth corridor activation, partner onboarding, PRI compliance, transaction processing integrity, and service delivery, while coordinating internally with Product, Compliance, Operations, Treasury, and Technology to achieve business growth, regulatory adherence, and customer experience objectives.
 
 
 
 
 
 The incumbent acts as the primary execution arm for implementing remittance initiatives, maintaining partner relationships, and ensuring operational readiness across all active corridors.
 
 
 
 
 
 
 Duties and Responsibilities:
 
 
 <ul>
 <li>
 Implement business plans and corridor strategies defined by the Head of International Remittances.
 </li>
 <li>
 Coordinate with sending partners (MTOs, banks, aggregators) to ensure timely activation and scaling of remittance flows.
 </li>
 <li>
 Monitor transaction volumes, identify gaps, and support initiatives to enhance throughput.
 </li>
 <li>
 Track corridor-wise performance and prepare actionable insights for management review.
 </li>
 <li>
 Serve as the operational liaison with international remittance partners for:
 </li>
 <li>
 Settlement coordination
 </li>
 <li>
 Technical connectivity follow-ups
 </li>
 <li>
 Product implementation matters
 </li>
 <li>
 Operational troubleshooting
 </li>
 <li>
 Support onboarding of new PRI partners by coordinating documentation, testing, and internal approvals.
 </li>
 <li>
 Maintain structured engagement with partners to ensure SLA adherence and service quality.
 </li>
 <li>
 Assist in managing interactions related to Pakistan Remittance Initiative (PRI) matters including:
 </li>
 <li>
 Submission follow-ups
 </li>
 <li>
 Partner approval documentation
 </li>
 <li>
 Reporting and incentive claims support
 </li>
 <li>
 Ensure all remittance activities comply with SBP regulations, AML/CFT requirements, and internal policies.
 </li>
 <li>
 Maintain readiness for audits, regulatory inspections, and compliance reviews.
 </li>
 <li>
 Coordinate with Operations to ensure:
 </li>
 <li>
 Accurate and timely processing of inward remittances
 </li>
 <li>
 Minimal transaction failures and returns
 </li>
 <li>
 Root cause resolution of processing issues
 </li>
 <li>
 Track reconciliation, settlement, and exception management with Treasury and Operations teams.
 </li>
 <li>
 Identify process gaps and recommend automation or workflow enhancements.
 </li>
 <li>
 Monitor receiver journey performance including credit timelines, complaint trends, and transaction success ratios.
 </li>
 <li>
 Work with Product and Technology teams to address service pain points and improve usability.
 </li>
 <li>
 Support awareness initiatives with partners to promote Easypaisa as a preferred payout channel.
 </li>
 <li>
 Prepare periodic MIS, dashboards, and corridor analytics for internal stakeholders.
 </li>
 <li>
 Analyze transaction trends, partner productivity, and revenue contribution.
 </li>
 <li>
 Assist in budgeting inputs, forecasting data, and performance tracking for the remittance portfolio.
 </li>
 <li>
 Ensure seamless execution of product launches and partner integrations.
 </li>
 <li>
 Track competitor activity, corridor trends, and global remittance innovations.
 </li>
 <li>
 Provide feedback to management on emerging opportunities and operational enhancements.
 </li>
 <li>
 Support feasibility assessments for new partnerships and corridors.
 </li>
 <li>
 Support the Head of International Remittances in driving departmental initiatives and execution timelines.
 </li>
 <li>
 Coordinate with internal stakeholders to ensure alignment on deliverables and project milestones.
 </li>
 <li>
 Assist in developing SOPs, workflows, and documentation for operational standardization.
 </li>
 <li>
 Ensure adherence to Easypaisa Bank&rsquo;s Code of Conduct, risk framework, and operational controls.
 </li>
 <li>
 Maintain proper documentation, audit trails, and regulatory records for all remittance activities.
 </li>
 <li>
 Uphold the Bank&rsquo;s behavioural values and compliance culture in all engagements.
 </li>
 </ul>
 
 
 
 
 
 Key Performance Indicators (KPIs)
 
 
 <ul>
 <li>
 Corridor activation and partner onboarding timelines
 </li>
 <li>
 Transaction volume growth across active corridors
 </li>
 <li>
 PRI processing and reporting accuracy
 </li>
 <li>
 Partner SLA adherence
 </li>
 <li>
 Customer experience metrics (TAT, complaint ratios)
 </li>
 <li>
 MIS accuracy and reporting timeliness
 </li>
 </ul>
 
 
 
 
 
 Role Relationship
 
 
 
 
 Internal
 
 
 <ul>
 <li>
 IT / Product Development
 </li>
 <li>
 Operations
 </li>
 <li>
 Compliance
 </li>
 <li>
 Branch Banking
 </li>
 <li>
 Human Resource
 </li>
 <li>
 Finance
 </li>
 <li>
 Internal Audit
 </li>
 <li>
 Channel &amp; Marketing teams
 </li>
 </ul>
 
 
 
 
 
 External
 
 
 <ul>
 <li>
 SBP
 </li>
 <li>
 Other Banks
 </li>
 <li>
 International Tie-Ups / Business Partners
 </li>
 <li>
 Channel partners
 </li>
 <li>
 Organizations dealing with immigrants workers (OPF, BEOE, Directorate of Immigration)
 </li>
 </ul>
 
 
 
 
 
 
 
 
 Knowledge and Experience
 
 
 
 
 Education:
 
 Bachelor&rsquo;s or Master&rsquo;s degree in Finance, Banking, Business Administration, or related field.
 
 
 
 Experience:
 
 5&ndash;8 years of experience in international remittances
 
 
 
 Behavioral Skills &amp; Competencies::
 
 
 <ul>
 <li>
 Understanding of cross-border payment workflows and settlement cycles
 </li>
 <li>
 Data analysis and reporting skills
 </li>
 <li>
 Strong coordination and stakeholder management ability
 </li>
 <li>
 Knowledge of digital wallet-based remittance models is an advantage.
 </li>
 </ul>
 
 
</div>

EM International Remittance

Location: IslamabadJob Type: Full TimeExperience: 1&ndash;2 YearsEducation: Minimum Intermediate; relevant certifications preferredJob DescriptionRastgar Engineering &mdash; a leading manufacturer and global exporter of heavy-duty truck and trailer components &mdash; is looking for a Media Assistant to join our media and marketing team.This role is ideal for someone who&rsquo;s skilled in website SEO, AI-powered content creation, and Google Analytics, and can use these tools to improve online visibility, website performance, and customer tracking.Key Responsibilities:<ul><li>Create and publish AI-generated web content using tools like ChatGPT or Jasper</li><li>Manage website updates using WordPress, Wix, or other CMS platforms</li><li>Conduct on-page SEO (meta tags, internal links, keyword optimization)</li><li>Assist in creating visually appealing layouts using Canva or similar tools</li></ul>Skills Requirement:Candidates with experience on the following tools will be preferred:<ul><li>SEO (on-page &amp; technical basics)</li><li>Google Analytics (GA4)</li><li>Google Tag Manager</li><li>Meta Pixel / LinkedIn Insight Tag</li><li>AI Content Tools (ChatGPT, Jasper, etc.)</li><li>Canva / Graphic Support</li><li>Reporting / Dashboards</li></ul>Job Type: Full-timeEducation:<ul><li>Intermediate (Preferred)</li></ul>Experience:<ul><li>AI Content Creating &amp; Graphic Design: 2 years (Preferred)</li></ul>Work Location: In person

Media Assistant

Creative Chaos

<div>Job Summary: 
The Digital Marketing Manager at Creative Chaos will be responsible for leading and managing all digital marketing initiatives to drive brand awareness, customer acquisition, and retention. You will develop comprehensive digital marketing strategies, oversee a team, and work cross-functionally to ensure successful execution and optimization of campaigns across multiple digital channels.
Key Responsibilities:<ul><li>
Develop and implement end-to-end digital marketing strategies that align with business goals.</li><li>
Manage and optimize campaigns across paid media platforms including Google Ads, Facebook, LinkedIn, and programmatic advertising.</li><li>
Lead the SEO and SEM initiatives to improve organic search visibility and increase traffic.</li><li>
Oversee email marketing campaigns and marketing automation to boost engagement and conversion rates.</li><li>
Plan and manage content marketing efforts including collaborations with content creators and designers.</li><li>
Analyze campaign performance using analytics tools (Google Analytics, HubSpot, etc.) and provide actionable insights for continuous improvement.</li><li>
Manage digital marketing budgets and allocate resources effectively for maximum ROI.</li><li>
Lead, mentor, and support a digital marketing team to meet performance objectives.</li><li>
Stay updated on the latest trends and technologies in digital marketing to innovate and maintain Competitive advantage.</li></ul> 

Requirements 
<ul><li>
Bachelor&rsquo;s degree in Marketing, Business Administration, Communications, or a related field; Master&rsquo;s degree preferred.</li><li>
Minimum of 5 years of proven experience in digital marketing, with at least 2 years in a managerial role.</li><li>
Strong expertise in digital marketing channels including paid media, SEO, SEM, email marketing, and content marketing.</li><li>
Proficiency with digital marketing and analytics tools such as Google Ads, Facebook Ads Manager, Google Analytics, HubSpot, SEMrush, etc.</li><li>
Demonstrated experience managing budgets, campaigns, and teams effectively.</li><li>
Excellent leadership, communication, and project management skills.</li><li>
Ability to interpret data and drive strategic decisions based on analytics.</li><li>
Experience working in B2B technology, SaaS, or service-based industries is preferred.</li></ul></div>

Digital Marketing Manager

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