Senior Manager VAS Management

Job Purpose:

To ensure seamless management, governance, and performance excellence of Zong’s VAS and Digital Services portfolio through effective operations, partner management, compliance oversight, and customer experience enhancement. The role focuses on maintaining service quality, operational efficiency, and financial integrity across all VAS and digital partnerships, ensuring customer satisfaction and sustainable growth.

Job Responsibilities:

• Service Operations & Complaint Management: Oversee daily operations of all VAS and digital services, ensuring uninterrupted performance and timely resolution of customer complaints within defined SLAs to deliver best-in-class experience.
• Customer Experience Management: Monitor service quality, customer journey pain points, and complaint-per-million (CPM) trends; collaborate with cross-functional teams to enhance satisfaction and reduce complaint ratios.
• Reporting, Analysis & Performance Tracking: Develop and maintain comprehensive dashboards and reports covering product performance, usage trends, churn, CPM, and revenue analytics to support decision-making and continuous improvement.
• Vendor Contract & Governance Management: Manage contractual frameworks, renewals, and performance evaluations for all VAS vendors; ensure alignment with commercial and legal requirements while driving vendor accountability.
• Payments & Reconciliation Oversight: Supervise end-to-end vendor payment cycles, revenue recognition, reconciliation, and dispute management in collaboration with Finance, RA and Procurement teams, ensuring transparency and accuracy.
• Audit, Compliance & Regulatory Adherence: Ensure compliance with PTA, SBP, and internal audit standards for VAS operations, consent mechanisms, and data protection; coordinate audit responses and implement corrective actions.
• Process Automation & Efficiency: Drive digitalization and process optimization across complaint management, vendor payments, and operational reporting to improve efficiency and reduce manual intervention.

Eligibility Criteria (Education, Knowledge, Experience and Skills):

Education:

• In principle have a minimum of bachelor's degree or above.

Work Experience:

• Should have preferably 7 yrs. or above relevant experience