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 ma...