Customer Services Manager
SSC Egypt
Posted on 21 Aug
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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- 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.
Desired Candidate Profile
- 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
Company Industry
- Recruitment
- Placement Firm
- Executive Search
Department / Functional Area
- Sales
- Business Development
Keywords
- Customer Services Manager
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