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