Customer Service Manager - Banking

1. Facilitate with the day-to-day quality checks & governance activities for Corporate CSU / CX 
2. Ensuring 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. 
3. 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 & KPIs 
4. Facilitate the CX Governance head with formulating and executing governance tasks

 

Responsibilities

• To ensure quality checks as per units defined process’ and KPIs 
• To 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 SOPs 
• Review of logical security and system access controls and authorities.
• Review of RCSA Risk parameters 
• Timely execution of RCSA testing as per defined frequency 
• Finalization & constant monitoring of BIA & BCP 
• Oversee the onboarding & training of new joiners within CSU 
• Formulise training plans 
• Managing platforms & execution of multiple VOCs across wholesale CX

 

Qualifications

1. University graduate (Preferably with some quality assurance / Internal control / Audit background in a service environment)
2. Bilingual (English & Arabic)Min 5 years experience in  financial institution with Customer Service / Call Center experience.
3. Knowledge of the efficient working of Corporate Products , process & Bank systems
4. Familiarity with VOC platforms 
5. Hands on experience with NPS , NES
6. Excellent communication skills.
7. Knowledge of Corporate products, process, audit control and system information is essential