Job Description

The Customer Service Manager will play a vital role in Wholesale CX department. This position requires a strategic and analytical mindset, with a focus on enhancing customer satisfaction and operational efficiency. The manager will conduct governance, control, and risk management, ensuring compliance with defined processes and KPIs. Additionally, they will manage process improvements, customer insights, and team training, contributing to the overall success of the department.

• Governance & Control: Ensure proper risk management and control measures, including RCSA, Quality BCP, and Access Management reviews.
• Perform daily quality checks and governance activities for Corporate CSU and CX.
• Review customer interactions to maintain accuracy, tone, and compliance with standards.
• Track and report quality scores, identify error trends, and provide feedback to team leaders.
• Maintain governance trackers for Wholesale CX deliverables and execute RCSA.
• Conduct BCP testing and ensure documentation meets group standards.
• Process & SOP Management: Stay updated with process and SOP changes, notifying relevant teams.
• Proactively identify process improvement opportunities and ensure accessible governance documentation.
• Oversee new joiner onboarding and training, ensuring a smooth transition.
• Customer Insights: Implement VOC tools to measure customer satisfaction and present findings.

• Bachelor's degree in Business, Finance, or a related field.
• Minimum 5 years of experience in a financial institution with Customer Service/Call Center expertise.
• Quality assurance, internal control, or audit background in a service environment is preferred.
• Strong analytical and reporting skills, with advanced Excel and PowerPoint proficiency.
• Excellent attention to detail and a good understanding of risk and control frameworks.
• Bilingual in English and Arabic, with knowledge of corporate products, processes, and system information.
• Familiarity with VOC platforms and hands-on experience with NPS and NES.
• Excellent interpersonal and communication skills.
• Ability to lead and manage a team, with a strategic mindset.
• A proven track record of driving process improvements and customer satisfaction.