Hybrid Customer Service Manager – CoE, Client Experience and Conduct Group

at Mashreq

• Job title: Customer Service Manager – CoE, Client Experience and Conduct Group
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Pakistan

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