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Customer Service Manager - Banking

Customer Service Manager - Banking

SSC HR SolutionsCairo, Cairo Governorate, EG
30+ days ago
Job type
  • Quick Apply
Job description
  • Facilitate with the day-to-day quality checks & governance activities for Corporate CSU / CX
  • 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.
  • 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
  • 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

      • Requirements

      Qualifications

    • University 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 systems
    • Familiarity with VOC platforms
    • Hands on experience with NPS , NES
    • Excellent communication skills.
    • Knowledge of Corporate products, process, audit control and system information is essential
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    Customer Service Manager • Cairo, Cairo Governorate, EG