Customer Service Manager

Job PurposeAct as a team lead or focal point of contact managing complex portfolios for all Trade & Non-Trade related Corporate queriesManage and drive specialized teams (Such as Trade advisory, Cash portfolios or Online Banking support etc.

) towards the achievement of goals and objectives of the businessSupport Unit Head to design, implement and execute all necessary actions to assure a high quality of customer service for Corporate customersImplement and monitor SLAs with internal units and develop the necessary agreements with 3rd party vendors to outsource activitiesDefine scripts per level of escalation and problem resolutionImplement necessary systems to monitor and track problem resolution, inquiries and performanceAnalyze performance reportsAnalyze data to identify Root Cause and related process improvementsAnalyze customer feedback reports to improve product functionality, processes and tech infrastructure.

Handling escalated concerns that fall outside the purview of team members / reporteesOverseeing the design and delivery of all training programsEnsure timely logs of all customer interactions in CRMKey result AreasSupport Unit Head to build infrastructure and appropriate technology to fulfil customer service needs. Analyze customer data and processes to organize and set up adequate customer service model and infrastructure.

Track all activities and generate performance reports and action reportsSet up the adequate teams to support customer service needs for all Corporate ClientsAssure high quality of service to all business divisions within CIBG / IBGBe the key driver in the definition and execution of overseas support and roll out of Corporate Customer serviceManage the team in an effective and motivated way to promote high quality serviceTrain staff on product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem trackingImplement the necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.

Problem Resolution Satisfaction (PRS) within industry standards. Build and sustain exceptional rapport with both Business and Customers. Drive VOC & NPS scoresKnowledge, Skills and ExperienceComplete understanding of back office processes locally and internationallyAbility to analyze root of problems and define escalation processes and to track problem resolutionAbility to deal with unstructured and complex problems related to customers, which will need to be resolved by coordinating with main processing units, branches, etc. Manage the work-related issues faced by the team members in their everyday activities and the inter-departmental interactions.

Broad authority to recommend process reviews, technology changes and modifications across all related functions across the Bank. Authority to manage the team in a way that optimizes the productivity and efficiency keeping in view the established operating procedures of the bank. To recommend steps towards improved customer satisfactions. University graduate with minimum of 5 years’ experience in Corporate Customer service with at least 3 years of managerial / team handling experienceIncumbent should have prior cash management and operations experience in a similar position.

Exceptional communication skills with complete command over spoken and written English; Arabic spoken skills advantageousExtensive knowledge of tech applications, platforms, operational processes activities and customer service. Clear understanding of market dynamics and the ability to assess the market going forward. Be able to dimension the impact of new technologies being introduced to be able to assess their impact on the Customer Service. Strong team management skills