Mashreq

1 day ago

Head of Customer Care & Social Care

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Lead the bank’s customer care and social care complaints function in Egypt, driving end-to-end resolution, root cause analysis, and process reengineering. Transform the Customer Care Unit into a digital-first operation where AI, automation, and straight-through processing handle the majority of complaints. Oversee complex complaint handling, monitor KPIs (NPS, CSAT, SLAs), ensure regulatory compliance, and develop the CCU team to improve service quality and customer experience.

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Drive and champion customer-centric complaint resolution standards across the bank, improving NPS and ensuring regulatory compliance.
•Own the customer resolution journey end-to-end, including root cause analysis, process improvement, and re-engineering initiatives.
•Lead transformation of the Customer Care Unit into a digital-first complaints function using AI-led triage, automation workflows, and STP.
•Oversee complaint resolution balancing operational efficiency, regulatory compliance, and customer satisfaction, including complex and unstructured cases.
•Inspire, lead, and develop the CCU team; monitor KPIs/SLAs and publish dashboards to drive continuous improvement.

Key Requirements

•Bachelor’s degree in Business Administration, Customer Service, or a related field.
•8–12 years of experience in complaints management, customer service, and transformation programs.
•Proven knowledge of customer care processes, complaint handling, and social media management.
•Strong communication and interpersonal skills to resolve conflicts and build rapport with customers and stakeholders.
•Analytical mindset with experience interpreting customer feedback and performance metrics (e.g., CSAT, NPS), including use of CRM systems and social media platforms.

Experience:8-12 yearsBankingCustomer careComplaintsDigital transformation

Education:Bachelor's

Skills:Customer-centricLeadershipAccountabilityProblem-solvingCommunication

Languages:EnglishArabic

Tech Stack:CRMSocial mediaAIAutomationStraight-through processing (STP)Dashboards

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: 3.3

Website LinkedIn Glassdoor

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Mashreq

1 day ago

Head of Customer Care & Social Care

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 13 hours agoStatus: Live

Job Summary

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Drive and champion customer-centric complaint resolution standards across the bank, improving NPS and ensuring regulatory compliance.
•Own the customer resolution journey end-to-end, including root cause analysis, process improvement, and re-engineering initiatives.
•Lead transformation of the Customer Care Unit into a digital-first complaints function using AI-led triage, automation workflows, and STP.
•Oversee complaint resolution balancing operational efficiency, regulatory compliance, and customer satisfaction, including complex and unstructured cases.
•Inspire, lead, and develop the CCU team; monitor KPIs/SLAs and publish dashboards to drive continuous improvement.

Key Requirements

•Bachelor’s degree in Business Administration, Customer Service, or a related field.
•8–12 years of experience in complaints management, customer service, and transformation programs.
•Proven knowledge of customer care processes, complaint handling, and social media management.
•Strong communication and interpersonal skills to resolve conflicts and build rapport with customers and stakeholders.
•Analytical mindset with experience interpreting customer feedback and performance metrics (e.g., CSAT, NPS), including use of CRM systems and social media platforms.

Experience:8-12 yearsBankingCustomer careComplaintsDigital transformation

Education:Bachelor's

Skills:Customer-centricLeadershipAccountabilityProblem-solvingCommunication

Languages:EnglishArabic

Tech Stack:CRMSocial mediaAIAutomationStraight-through processing (STP)Dashboards

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: 3.3

Website LinkedIn Glassdoor