AVP - Customer Care & Social Care

Mashreq
Egypt
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 8-12 yearsEducation: bachelorsSkills: ["Customer-centric","Leadership","Accountability","Problem-solving","Communication"]

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.

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FursaFursa
Mashreq
Mashreq
1 month ago

AVP - Customer Care & Social Care

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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
Glassdoor: 3.3
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