Customer Service Manager, CSU.CXC - CSU-Egypt COE.Client Experience and Conduct Group-MEGPCOE

Act as focal point of contact for Corporate client queries & complaints 

Ensuring timely log , Track queries & taking responsibility for an E2E resolution 

Provide highest level of service to Corporate Customers both in UAE & overseas

• Understand client needs in order to effectively service the customers
• Be well versed with product, services, solutions of the Bank’s offering, as well as on problem resolution, escalation processes and problem tracking mechanism
• Support implementation of necessary applications and processes to automate the whole process, to minimize time response and to assure a proper identification and monitoring of problem resolution.
• Daily interaction and activity coordination with all units of the Bank that contributes direct or indirectly to the business objectives and goals.
• Regular interactions with OPS, TECH, FI, CIBG, and RBG.
• Report suspicious transactions, system lapses to the Team leader / Unit Head
• Strict compliance to established work instructions and operating procedures.
• Complete understanding of back office processes vital to structure a seamless solution and appropriate customer service.
• Ability to analyse root of problems and define escalation processes and to track problem resolution 
• University graduate preferable with minimum of 3-5 years’ experience in Corporate Customer service 
• Prior Cash management and operations experience of 2yrs – FI experience will be an added advantage
• Exceptional communication skills with complete command over spoken and written English. Arabic advantageous
• Deep knowledge of tech applications such as CRM, Flexcube, Payment platforms, operational processes activities and customer service.
• Clear understanding of market dynamics and the ability to assess the market going forward.