Customer Service Manager

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Ensure effective risk management and control measures, encompassing RCSA, Quality BCP, and Access Management evaluations.

• Conduct daily quality assessments and governance activities for Corporate CSU and CX.

• Analyze customer interactions to uphold accuracy, tone, and adherence to standards.

• Monitor and report quality scores, identify error patterns, and provide constructive feedback to team leaders.

• Maintain governance trackers for Wholesale CX deliverables and implement RCSA.

• Execute BCP testing and verify that documentation complies with group standards.

• Remain informed about process and SOP updates, notifying relevant teams accordingly.

• Actively seek out opportunities for process enhancements and ensure governance documentation is easily accessible.

• Supervise onboarding and training for new joiners, ensuring a seamless transition.

• Utilize VOC tools to assess customer satisfaction and present the findings.

⛳️ Requirements

• Bachelor's degree in Business, Finance, or a related discipline.

• At least 5 years of experience in a financial institution with a focus on Customer Service/Call Center.

• Background in quality assurance, internal control, or auditing within a service environment is preferred.

• Strong analytical and reporting capabilities, with advanced proficiency in Excel and PowerPoint.

• Exceptional attention to detail and a solid understanding of risk and control frameworks.

• Bilingual in English and Arabic, with familiarity with corporate products, processes, and system information.

• Knowledge of VOC platforms and practical experience with NPS and NES.

• Outstanding interpersonal and communication abilities.

• Capability to lead and manage a team, demonstrating a strategic mindset.

• A demonstrated history of driving process improvements and enhancing customer satisfaction.

🏝️ Benefits

• N/A