Customer Service Manager

Job Purpose

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

Key result Areas

• 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

Knowledge, Skills and Experience

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

Same Posting Description for Internal and External Candidates