About SadaPay

SadaPay is transforming financial services in Pakistan with a digital-first experience that makes managing money simple, transparent, and hassle-free. With over three-quarters of the population still unbanked, we believe financial services need a radical shift. With SadaPay, all you need is a CNIC, a phone number, and a smartphone to get started; no paperwork, no long waits. Our 2 million users have left behind their worst banking frustrations, no hidden fees, free local transfers, and a payment experience that’s actually enjoyable. Pair that with friendly customer service and a vibrant debit card, and suddenly, finance doesn’t just work, it feels fun! 🚀

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Why is this role important?

We are looking for a BPO Assistant Manager to join our in-house Customer Experience (CX) team, responsible for managing CX operations at our BPO sites. The BPO Assistant Manager will bridge internal and external CX teams, ensuring smooth operations, meeting performance targets, and driving process improvements. This role will require a hands-on leader with experience in BPO environments, who can manage day-to-day operations, train teams, and ensure performance excellence.

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As a Sadanaut, you will:

• Operations Management:
  
  • Oversee and manage the external CX team at the BPO site, ensuring daily operations run smoothly and targets are met.
  • Ensure that processes are followed correctly, and continuously work to optimize operations for efficiency and performance.
• Training & Development:
  
  • Lead training programs for outsourced teams or teams available at the BPO site, ensuring they are well-prepared and capable of meeting the company’s service standards.
  • Implement ongoing training and development initiatives to keep teams updated on new processes, products, and CX expectations.

• Stakeholder & Vendor Collaboration:
  
  • Serve as the main point of contact between in-house CX teams and BPO vendor teams, managing expectations and ensuring effective communication.
  • Build and maintain strong relationships with vendors to ensure alignment on goals, expectations, and deliverables.
• Performance Monitoring & Reporting:
  
  • Track and manage performance metrics such as response time, resolution time, and customer satisfaction (CSAT) scores.
  • Provide regular performance reports to senior management, highlighting key achievements, challenges, and recommendations for improvement.
  • Drive improvements in KPIs through active monitoring and team coaching.
• Process Improvement:
  
  • Identify and implement process improvements to increase operational efficiency and reduce turnaround times.
  • Collaborate with internal teams to refine workflows and introduce new systems or technologies where needed.
• Queue & Target Management:
  
  • Ensure efficient queue management, staffing, and task allocation to meet performance targets.
  • Regularly review team workloads, ensuring resources are appropriately allocated to handle customer interactions and meet SLAs.
• Compliance & Quality Assurance:
  
  • Ensure that external CX operations comply with company policies, industry regulations, and quality assurance standards.
  • Conduct regular audits and performance reviews to maintain high service quality.

What it takes to become a Sadanaut:

• Experience:
  
  • 3+ years of experience in managing BPO operations or CX roles, with hands-on experience in managing outsourced teams.
  • Strong knowledge of BPO operations, customer service processes, and performance metrics.
• Skills:
  
  • Strong leadership and team management skills, with experience in training and developing teams.
  • Excellent communication and collaboration skills, with a focus on building strong vendor relationships.
  • Analytical mindset, with experience in data-driven performance monitoring and reporting.

• Attributes:
  
  • Ability to work in a fast-paced, target-driven environment.
  • Proactive problem-solving skills and a drive for continuous improvement.
  • Strong organizational and multitasking abilities.

A Sadanaut Hero If You Have (Preferred Qualifications):

• Experience in FinTech, e-commerce, or tech startups is a plus.
• Familiarity with CX tools like Intercom, Jira, or Zendesk is preferred.

Perks of being at SadaPay:

• USD-Denominated Salary: At SadaPay, all salaries are pegged to USD to help protect team members from inflation. If the dollar depreciates against the PKR, you'll always receive a minimum payment equal to your PKR salary.
• Remote-First Work Culture: We’re a remote-first company, allowing our team to work from the office, from home, or anywhere they choose. Teams may coordinate internally to determine if occasional office presence is needed.
• Flexible Leave Policy: We offer a flexible leave policy to support a sustainable work-life balance. We trust our colleagues to manage their work and leave responsibly.
• Comprehensive Insurance Coverage: Every Sadanaut, regardless of grade, receives Medical Insurance (covering both outpatient and inpatient care), including immediate family and parents.
• Provident Fund Contributions: Provident fund contributions are provided to all team members to support their financial growth.
• Technology and Resources: Each colleague receives a laptop and additional resources (relevant to their role) to ensure they can work efficiently and comfortably.

Equal Opportunity Provider:

At SadaPay, we are committed to fostering an inclusive environment where everyone feels welcome and valued. We strive to make every Sadanaut feel comfortable and respected in the workplace. Discrimination of any kind has no place here; instead, we promote a culture of respect and mutual support among colleagues. Our recruitment process is built on fairness and equality for all, irrespective of race, age, gender, color, religion, social status, disability, or ethnicity.