Managing Director leading global strategy for client experience & advisor support in Wealth Custody. Driving innovative solutions and ensuring exceptional service through diverse wealth management offerings.
MA
Hybrid Customer Service Manager – CoE, Client Experience and Conduct Group
Posted 4 months ago
About the role
- Customer Service Manager managing corporate clients' service needs through infrastructure and capabilities at Mashreq Bank in Pakistan. Leading teams and implementing customer service models within defined standards.
Responsibilities
- 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
Requirements
- As a Team Lead , Support Unit Head to build infrastructure and appropriate tools 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
- Effectively manage outsourcing processes and agreements with 3rd party providers on customer service activities.
- Help in Setting up the adequate teams to support customer service needs for all Corporate Clients
- Assure high quality of service to all business divisions within CIBG
- 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.
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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