Customer Service Manager - Banking
SSC Egypt
Posted 30+ days ago
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
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
Desired Candidate Profile
- 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
Company Industry
- Recruitment
- Placement Firm
- Executive Search
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Service Manager - Banking
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