Job Description

Title: Expert Business Process Management

Grade: L2

Location: Islamabad

Company: JazzCash

Design the processes that power a better customer experience

At JazzCash, digital financial services are more than transactions. They are the foundation that enables millions of people and businesses to pay, send, save and access financial services every day.

As Expert Business Process Management, you will support the design, implementation and governance of business processes to enhance efficiency, strengthen customer experience and ensure compliance across JazzCash. You will work with cross-functional stakeholders to identify improvement opportunities and enable customer-centric product and service delivery.

You will also act as a key CX liaison in product and project development, ensuring that customer experience KPIs, call center insights and customer feedback are built into business processes and product decisions. You will report to the Stream Head Business Process Management & Standardization.

What you’ll own

• Support the development and execution of BPM strategies, frameworks and methodologies that 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.
• Maintain process governance, including OLAs/SLAs, KPIs and continuous improvement initiatives.
• Drive process improvement through root-cause analysis, CX deep-dives and data analysis, and recommend automation and AI-enabled solutions to reduce manual work.
• Represent CX in product and project development, bringing in customer experience KPIs, call center insights and complaint data.
• Support project planning and delivery, and lead assigned projects end to end with cross-functional teams.

What success looks like

• Processes are standardized, documented and governed with clear OLAs/SLAs and KPIs.
• Process improvements and automation reduce manual work and improve customer experience.
• Customer experience insights are built into product and project decisions.
• Process gaps and customer pain points are tracked, and improvements are measured after implementation.
• Assigned projects are delivered on time with cross-functional 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

You may be a strong fit if you

• Hold a Bachelor’s degree in Business Administration, Management, Industrial/Process Engineering, Computer Science or a related discipline (a Master’s such as an MBA is preferred).
• Bring 2-5 years of experience in business process management, project management or product support, preferably in fintech, telecom or financial services.
• Know BPM principles and methodologies (e.g. Lean Six Sigma, BPMN) and process modeling tools, with an understanding of call center operations and KPIs.
• Have strong analytical and problem-solving skills, turning data into action, with effective communication and stakeholder management.
• Have project management knowledge and familiarity with fintech or branchless banking regulations (PMP, Agile or Scrum and BPM, Lean Six Sigma or automation certifications are a plus).

Benefits

Why JazzCash

JazzCash is Pakistan’s leading mobile financial services platform, part of the JazzWorld group, giving tens of millions of people their first real access to digital financial services - from payments and savings to credit and merchant solutions.

Here, you will build the technology backbone behind a platform that moves money for a meaningful share of Pakistan’s population - turning technical decisions into real financial inclusion at national scale.

You will not just keep the platform running. You will build what JazzCash becomes next - product by product, system by system.

Build. Secure. Scale.

As part of the JazzWorld group, a certified Top Employer, JazzCash reflects workplace standards benchmarked against leading global organizations. Our core values - Customer Obsession, Truthful, Innovation, Collaboration and Entrepreneurial - shape how we think, decide and lead.

Apply by: 2nd November 2026