Customer Service Manager - Banking

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    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