Customer Services Manager - Banking

• Act as a team lead or focal point of contact managing complex portfolios for all Trade & Non-Trade related Corporate queries 
• Manage and drive specialized teams (Such as Trade advisory, Cash portfolios or Online Banking support etc.) towards the achievement of goals and objectives of the business
• Support Unit Head to design, implement and execute all necessary actions to assure a high quality of customer service for Corporate customers
• Implement and monitor SLAs with internal units and develop the necessary agreements with 3rd party vendors to outsource activities
• Define scripts per level of escalation and problem resolution
• Implement necessary systems to monitor and track problem resolution, inquiries and performance
• Analyze performance reports
• Analyze data to identify Root Cause and related process improvements 
• Analyze customer feedback reports to improve product functionality, processes and tech infrastructure.
• Handling escalated concerns that fall outside the purview of team members / reportees 
• Overseeing the design and delivery of all training programs

Ensure timely logs of all customer interactions in CRM 

Responsibilities

• Support 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 reports

• Set up the adequate teams to support customer service needs for all Corporate Clients

• Assure high quality of service to all business divisions within CIBG / IBG

• Be the key driver in the definition and execution of overseas support and roll out of Corporate Customer service

• Manage the team in an effective and motivated way to promote high quality service

• Train staff on product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking

• Implement 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.

• Complete understanding of back office processes locally and internationally 

• Ability to analyze root of problems and define escalation processes and to track problem resolution 

• Ability 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 experience 

• Incumbent 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 advantageous

• Extensive 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