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

- 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