Assistant Manager, CCU. at Mashreq in Egypt, Egypt

• Analysing survey results, detractor themes, and response trends
• Identifying service gaps and recovery opportunities
• Implementing targeted actions to improve CSAT score and survey response rate

• New joiners
• Low performers
• High-potential team members

<span style="font-family: "Aptos Display", sans-serif;">Operates within the Bank’s governance framework, regulatory obligations (including CPR standards), and internal complaint handling policies and procedures.

<span style="font-family: "Aptos Display", sans-serif;">Ensures adherence to compliance, risk management, and operational control requirements while balancing customer advocacy.

<span style="font-family: "Aptos Display", sans-serif;">Exercises decision-making authority within defined delegations and escalates matters beyond authority or with systemic/strategic implications.

<span style="font-family: "Aptos Display", sans-serif;">Reports suspicious transactions, system lapses, or policy breaches promptly to the line manager and governance committees.

<span style="font-family: "Aptos Display", sans-serif;">Demonstrates ownership, proactive problem-solving, and a data-driven approach to resolving complex issues.

<span style="font-family: "Aptos Display", sans-serif;">Liaises and coordinates across cross-functional teams to align stakeholders and ensure timely escalation.

<span style="font-family: "Aptos Display", sans-serif;">Navigates complex problem scenarios, engaging senior management, regulators, and external partners as needed.

<span style="font-family: "Aptos Display", sans-serif;">Strong troubleshooting skills to resolve difficult transactions and implement permanent solutions.

<span style="font-family: "Aptos Display", sans-serif;">Communicates persuasively and empathetically, fostering trust while safeguarding the bank’s reputation

<span style="font-family: "Aptos Display", sans-serif;">Financial Authority to execute discretionary waivers / reversals for customers justified by the investigations conducted for the respective complaints

<span style="font-family: "Aptos Display", sans-serif;">Hiring of right resources, periodic capacity validation and assessment of training requirements

<span style="font-family: "Aptos Display", sans-serif;">Authority to recommend process reviews, system changes and modifications across all related functions to improve TAT, technology changes and enhancements on processes and systems impacting the CCU and its performance, quality and customer satisfactions

Should be proactive and customer focused without compromising the bank’s interest. Courteous and respectful in communication

Understanding complete Retail Banking, SME, Neo products, processes and systems

Understanding of Regulatory / Central Bank regulations / standards

Thorough knowledge of features and benefits of all products and services of the bank and a fast learner

Working knowledge of all operating systems in the bank (CRM, flex, prime, BPM, etc).

Excellent interpersonal and communication skills (written and oral) with ability to perform as a Supervisor / Manager

Excellent analytical skills to enable resolution of complex problems.

Excellent Negotiation skills to handle challenging customers and arrive at a satisfactory resolution

3 – 5 years customer service experience in banking

Graduate.

<span style="color: rgb(51, 51, 51); font-family: "Aptos Display", sans-serif;">Retail banking products, services, systems, and backend fulfilment processes, including trade finance terminologies.

<span style="color: rgb(51, 51, 51); font-family: "Aptos Display", sans-serif;">Complaint management lifecycle, customer journey mapping, and regulatory frameworks (CPR).