Customer Service Manager

Job PurposeFacilitate with the day to day quality checks & governance activities for Corporate CSU / CXEnsuring proper check & balances in place for all CSU related Risk & operational activities from a control & risk perspective such as RCSA , Quality BCP , Access Management reviews.

Acting as a Governance specialists for timely execution of tasks & checks and development of processes and systems that would mitigate / eliminate risks and ensure smooth execution of CCSU team & or Wholesale CX as per defined roles & KPIsFacilitate the CX Governance head with formulating and executing governance tasksKey result AreasTo ensure quality checks as per units defined process’ and KPIsTo manage call center , CRM & other related applications and ensure all are according to the policy parameters.

To ensure all activities are managed timely & effectively by governance team as per audit requirement & in line with Unit’s SOPsReview of logical security and system access controls and authorities. Review of RCSA Risk parametersTimely execution of RCSA testing as per defined frequencyFinalization & constant monitoring of BIA & BCPOversee the onboarding & training of new joiners within CSUFormulise training plansManaging platforms & execution of multiple VOCs across wholesale CXKnowledge, Skills and ExperienceUniversity graduate (Preferably with some quality assurance / Internal control / Audit background in a service environment)Bilingual (English & Arabic)Min 5 years experience in financial institution with Customer Service / Call Center experience.

Knowledge of the efficient working of Corporate Products , process & Bank systemsFamiliarity with VOC platformsHands on experience with NPS , NESExcellent communication skills. Knowledge of Corporate products, process, audit control and system information is essential