Customer Service Manager - Banking

Corporate Csu / Cx Governance Specialist

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 specialist 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
• Formulate training plans
• Managing platforms & execution of multiple VOCs across wholesale CX