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

Mashreq
Egypt
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Experience: 5+ yearsEducation: bachelorsSkills: ["Analytical","Reporting","Attention to detail","Communication","Stakeholder management","Problem-solving"]

Lead governance across Wholesale Customer Experience operations by running quality reviews, risk and control assessments, and governance reporting. Ensure compliance with internal policies, regulatory requirements, and operational standards through process documentation, business continuity activities, and oversight of corrective actions. Support customer insights and feedback programs, help with training and onboarding, and drive continuous improvement to strengthen service excellence and operational discipline.

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FursaFursa
Mashreq
Mashreq
3 days ago

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

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead governance across Wholesale Customer Experience operations by running quality reviews, risk and control assessments, and governance reporting. Ensure compliance with internal policies, regulatory requirements, and operational standards through process documentation, business continuity activities, and oversight of corrective actions. Support customer insights and feedback programs, help with training and onboarding, and drive continuous improvement to strengthen service excellence and operational discipline.
Location: Egypt
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Support governance, quality, risk, and customer experience framework across Wholesale Customer Experience operations.
  • •Ensure adherence to internal policies, regulatory requirements, and operational standards through quality reviews and risk/control assessments.
  • •Deliver governance reporting, business continuity activities, and process documentation.
  • •Oversee corrective actions to maintain governance controls and operational discipline.
  • •Support customer insights, training and onboarding, and continuous improvement efforts focused on service excellence.

Key Requirements

  • •Bachelor’s degree in Business, Finance, or a related field, with a minimum of 5 years’ experience in banking, customer service, governance, quality assurance, audit, risk, or internal controls.
  • •Strong analytical and reporting skills with attention to detail.
  • •Proficiency in Excel and PowerPoint.
  • •Understanding of governance, risk, control, and customer experience frameworks.
  • •Excellent communication, stakeholder management, and problem-solving skills; experience with VOC/NPS programs is advantageous.
Experience:5+ yearsBankingCustomer serviceGovernanceQuality assuranceAuditRiskInternal controls
Education:Bachelor's in Business, Finance, or a related field
Skills:AnalyticalReportingAttention to detailCommunicationStakeholder managementProblem-solving
Languages:US
Tech Stack:ExcelPowerPoint

Company Brief

Mashreq
Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1967
Glassdoor
Glassdoor: 3.3
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