Assistant Manager, CX Governance.Egypt- Corporate Customer Experience.Client Experience and Conduct Group-MBEGP

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 10+ yearsEducation: bachelorsSkills: ["Analytical skills","Reporting","Problem-solving","Communication","Interpersonal skills"]

Own CX governance for corporate customer experience operations by overseeing service requests and complaints, ensuring SLA adherence, and analyzing complaint trends to drive improvements. Manage quality scoring and reporting, maintain access matrices, and ensure onboarded staff have the right systems and tools. Monitor Risk Control Self-Assessment (RCSA) and Business Continuity Planning (BCP) compliance, prepare related documentation, and assess capacity utilization to optimize performance.

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FursaFursa
Mashreq
Mashreq
1 day ago

Assistant Manager, CX Governance.Egypt- Corporate Customer Experience.Client Experience and Conduct Group-MBEGP

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Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live

Job Summary

Own CX governance for corporate customer experience operations by overseeing service requests and complaints, ensuring SLA adherence, and analyzing complaint trends to drive improvements. Manage quality scoring and reporting, maintain access matrices, and ensure onboarded staff have the right systems and tools. Monitor Risk Control Self-Assessment (RCSA) and Business Continuity Planning (BCP) compliance, prepare related documentation, and assess capacity utilization to optimize performance.
Location: Egypt
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Oversee resolution and handling of service requests and complaints, ensuring timely SLAs adherence.
  • •Develop and maintain a quality scoring system and communicate scoring results to identify performance gaps and enhancements.
  • •Share monthly performance and volumes reports with CX leadership using key metrics and KPIs.
  • •Monitor RCSA and BCP processes for compliance; prepare documentation and reports related to risk assessments and continuity planning.
  • •Update and maintain access matrices and ensure onboarded staff receive appropriate system access and tools to perform their roles.

Key Requirements

  • •Bachelor’s degree in Business Administration, Management, or related field.
  • •5+ years of experience in governance, compliance, or process improvement roles.
  • •10+ years of banking industry experience, preferably corporate.
  • •Strong analytical, reporting, and problem-solving skills.
  • •Knowledge of RCSA and BCP processes is a plus.
Experience:10+ yearsBankingCorporate bankingCustomer experienceGovernanceCompliance
Education:Bachelor's
Skills:Analytical skillsReportingProblem-solvingCommunicationInterpersonal skills
Languages:English
Tech Stack:RCSABCPEDMSCRMVOC

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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