- Facilitate with the day-to-day quality checks & governance activities for Corporate CSU / CX
- Ensuring proper check & balances in place for all CSU related Risk & operational activities from a control & risk perspective such as RCSA , Quality BCP , Access Management reviews.
- Acting as a Governance specialists for timely execution of tasks & checks and development of processes and systems that would mitigate / eliminate risks and ensure smooth execution of CCSU team & or Wholesale CX as per defined roles & KPIs
- Facilitate the CX Governance head with formulating and executing governance tasks
Responsibilities
- To ensure quality checks as per units defined process’ and KPIs
- To manage call center , CRM & other related applications and ensure all are according to the policy parameters.
- To ensure all activities are managed timely & effectively by governance team as per audit requirement & in line with Unit’s SOPs
- Review of logical security and system access controls and authorities.
- Review of RCSA Risk parameters
- Timely execution of RCSA testing as per defined frequency
- Finalization & constant monitoring of BIA & BCP
- Oversee the onboarding & training of new joiners within CSU
- Formulise training plans
- Managing platforms & execution of multiple VOCs across wholesale CX
Requirements
Qualifications
- University graduate (Preferably with some quality assurance / Internal control / Audit background in a service environment)
- Bilingual (English & Arabic)Min 5 years experience in financial institution with Customer Service / Call Center experience.
- Knowledge of the efficient working of Corporate Products , process & Bank systems
- Familiarity with VOC platforms
- Hands on experience with NPS , NES
- Excellent communication skills.
- Knowledge of Corporate products, process, audit control and system information is essential