Customer Service Manager

• Understand client expectations & deliver finest service delivery.
• Ensure end-to-end solution to the satisfaction of corporate clients.
• Engage RM, Product Sales, Operations Partners, and other key internal stakeholders to resolve client’s day-to-day account & transactional issues and queries within the agreed SLA while maintaining the highest quality standards.
• Coordinate daily interactions and activities with all units of the bank that contribute directly or indirectly to business objectives and goals.
• Collaborate with operations to define resolutions, process changes, and workflows to improve service levels and document the same.

Key Result Areas

• Ensuring SLAs are met and highest quality standards are maintained.
• Client satisfaction.
• Building close rapport with business & relevant stakeholders.
• Being an effective team player.

• Complete understanding of back-office processes vital to structure seamless solutions and provide appropriate customer service.
• Ability to analyze root causes of problems and track problem resolution effectively.
• University graduate, preferably with a minimum of 5 years of experience in Cash, Payments, and Operations.
• Additional 3 years of experience in corporate customer service or a client-facing role.
• Exceptional communication skills with complete command over spoken and written English; Arabic is advantageous.
• CRM knowledge.