Mashreq

3 weeks ago

Assistant Manager, CCU.COE Egypt - CXC-RBG Customer Care Unit.Client Experience and Conduct Group-MEGPCOE

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Lead and manage a complaints team to deliver end-to-end customer outcomes and improve CSAT. Own productivity, capacity utilization, complaint backlog control, and ensure queues meet TAT and service targets. Drive complaint CSAT improvements through analysis of survey results and detractor themes, implement targeted recovery actions, and ensure communications are clear and professional. Ensure compliance with SOPs and consumer protection regulations through quality reviews, coaching, and risk escalation across stakeholders.

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead and manage a high-performing complaints team to improve end-to-end customer outcomes, CSAT, quality, productivity, and capability building.
•Own team and individual productivity, capacity utilization, and complaint backlog control; proactively manage queues, aging, and work allocation to meet TAT and service targets.
•Drive Complaint CSAT improvement by analyzing survey results, detractor themes, and response trends, identifying service gaps, and implementing targeted recovery actions.
•Ensure complaints are handled in line with SOPs, consumer protection regulations, and internal policies; conduct structured quality reviews and coach agents.
•Own and resolve mid-level/complex escalations, including head mailbox cases; coordinate with Business, Operations, IT, Fraud, and other units and escalate regulatory/financial/reputational risks early.

Key Requirements

•3–5 years of customer service experience in banking.
•Ability to perform as a supervisor/manager with excellent interpersonal and communication skills (written and oral).
•Understanding of retail banking, SME, and neo products, processes, and systems.
•Knowledge of regulatory/central bank regulations and standards, and how to handle complaints in line with SOPs and policies.
•Working knowledge of bank operating systems (CRM, flex, prime, BPM) and strong analytical and negotiation skills.

Experience:3-5 yearsBankingRetail bankingCustomer service

Skills:LeadershipCommunicationAnalytical skillsNegotiationProblem-solving

Languages:English

Tech Stack:CRMFlexPrimeBPM

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

Loading job details...

Preparing the role view and application actions.

Mashreq

3 weeks ago

Assistant Manager, CCU.COE Egypt - CXC-RBG Customer Care Unit.Client Experience and Conduct Group-MEGPCOE

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 14 hours agoStatus: Live

Job Summary

Location: Egypt

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead and manage a high-performing complaints team to improve end-to-end customer outcomes, CSAT, quality, productivity, and capability building.
•Own team and individual productivity, capacity utilization, and complaint backlog control; proactively manage queues, aging, and work allocation to meet TAT and service targets.
•Drive Complaint CSAT improvement by analyzing survey results, detractor themes, and response trends, identifying service gaps, and implementing targeted recovery actions.
•Ensure complaints are handled in line with SOPs, consumer protection regulations, and internal policies; conduct structured quality reviews and coach agents.
•Own and resolve mid-level/complex escalations, including head mailbox cases; coordinate with Business, Operations, IT, Fraud, and other units and escalate regulatory/financial/reputational risks early.

Key Requirements

•3–5 years of customer service experience in banking.
•Ability to perform as a supervisor/manager with excellent interpersonal and communication skills (written and oral).
•Understanding of retail banking, SME, and neo products, processes, and systems.
•Knowledge of regulatory/central bank regulations and standards, and how to handle complaints in line with SOPs and policies.
•Working knowledge of bank operating systems (CRM, flex, prime, BPM) and strong analytical and negotiation skills.

Experience:3-5 yearsBankingRetail bankingCustomer service

Skills:LeadershipCommunicationAnalytical skillsNegotiationProblem-solving

Languages:English

Tech Stack:CRMFlexPrimeBPM

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