Mashreqbank PSC jobs

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <ul><li><span><span>Interpret domestic and international sanctions (UAE, US, UK, EU, UN etc.) and maintain sufficient awareness and knowledge of Sanctions that impact the bank and/or its branches or subsidiaries.&nbsp;</span></span></li><li><span><span>Conduct investigation of complex and high-risk Sanctions alerts as per the regulatory requirements and in accordance with&nbsp;</span></span><span><span>internal Compliance policies and procedures.</span></span></li><li><span><span>Ensure full adherence to Group Sanctions Policy, including but not limited to related Sanctions Guidance and operating procedures.</span></span></li><li><span><span>Support Compliance Manager in identifying Sanctions risk themes and trends and improve sanctions risk management capability.</span></span></li><li><span><span>Review and disposition of Sanctions screening alerts through effective investigation and adherence to policies, standards and procedures. Highlight concerns, trends and patterns to Compliance Manager.</span></span></li><li><span><span>Coordinate with the business units in relation to resolution of alerts and client information.</span></span></li><li><span><span>Handle Sanctions referrals as per the Bank’s policy, ensuring no breach of the applicable sanctions policies, standards and guidance.&nbsp;</span></span></li><li><span><span>Provide effective support and maintain metrics as per internal procedures; prepare monthly and adhoc management reports.</span></span></li><li><p><span><span>Identify and escalate areas requiring attention or strengthening and recommend changes and improvements in line with industry standards and applicable regulations.</span></span></p><br></li><li><span><span>Record keeping</span></span><ul><li><span><span>All records of the unit must be kept in a confidential and secure state&nbsp;</span></span></li><li><span><span>Adhere to record retention policy and the SOP guidelines</span></span></li></ul></li><li><span><span>Maintain effective working relationships with Business, Operations and other Compliance functions.</span></span></li><li><span><span>Assist in Compliance projects as and when required including effective deployment of s</span></span><span><span>ystem and procedural changes as required</span></span><span>.</span></li><li><span><span>Effective knowledge of the Bank’s Compliance, Sanctions, AML and KYC / CDD policies and procedures.</span></span></li><li><span><span>Adequate understanding of various sanction programmes, e.g., OFAC, UN, UK, EU, UAE Target Financial Sanctions etc.</span></span></li><li><span><span>Experience within the financial services industry.</span></span></li><li><span><span>Clear understanding of relevant business and operations processes that support sanctions screening.</span></span></li><li><span><span>Good understanding of core banking and Sanctions screening systems and their interaction / use.</span></span></li><li><span><span>3 + years banking experience including compliance experience.</span></span></li><li><span><span>Compliance risk professional with experience in one or more risk compliance roles including relevant Sanctions experience.</span></span></li><li><span><span>Knowledge of Sanctions regulations and guidances.</span></span></li><li><span><span>Lateral thinker with an ability to interpret and solve complex issues.</span></span></li><li><span><span>Excellent communicator with strong inter-personal and influencing skills.</span></span></li><li><span><span>Ability to adapt to change and provide inputs where necessary.</span></span></li><li><span><span>Effective team player with ability to work collaboratively.</span></span></li><li><span><span>Professional qualification (like ACAMS, CGSS) is desirable.</span></span></li></ul><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>We are seeking an experienced Credit Risk Assistant Manager to join our Corporate Credit Risk team in Egypt. The successful candidate will play a key role in evaluating and monitoring corporate credit exposures, reviewing credit proposals, supporting portfolio risk management, and ensuring compliance with internal policies and regulatory requirements. The role requires strong analytical capabilities, sound credit judgment, and a proactive approach to managing risk while supporting business growth objectives.</p><br><p><strong>Key Responsibilities</strong></p><br><ul><li>Review and assess corporate credit proposals for new facilities, amendments, and renewals, providing independent risk recommendations.</li><li>Assist in managing and monitoring the corporate banking portfolio, including exposure quality, past-due accounts, and expired credit facilities.</li><li>Support the implementation and enhancement of corporate credit risk policies, procedures, and frameworks in line with the bank's strategy and regulatory requirements.</li><li>Conduct comprehensive financial analysis of corporate clients and ensure accurate risk ratings are assigned.</li><li>Monitor market trends, economic developments, and regulatory changes that may impact credit risk decisions and portfolio performance.</li><li>Identify potential problem accounts and recommend corrective actions to minimize losses and maximize recoveries.</li><li>Participate in credit risk reviews and provide balanced risk-reward assessments that support sustainable business growth.</li><li>Prepare independent credit risk summaries and risk opinions for management and approval committees.</li><li>Maintain accurate corporate credit risk databases and support the preparation of risk reports and portfolio analytics.</li><li>Build effective working relationships with business units, credit teams, and other stakeholders to ensure efficient credit decision-making and risk management.</li></ul><p><strong>Experience &amp; Qualifications</strong></p><br><ul><li>Bachelor's degree in Finance, Accounting, Business Administration, Economics, or a related field.</li><li>Professional credit certification or completion of a recognized Credit Risk course is mandatory.</li><li>Minimum <strong>8 years of banking experience</strong>, including at least <strong>5 years in Credit Risk Management</strong> or a related risk function.</li><li>Strong knowledge of corporate banking, SME lending, loan documentation, banking operations, accounting principles, and credit analysis.</li><li>Thorough understanding of Egyptian banking regulations, Central Bank requirements, and corporate lending practices.</li><li>Excellent analytical, communication, presentation, stakeholder management, and problem-solving skills, with strong proficiency in English and financial analysis tools.</li></ul><br><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <ul><li><p><span>Oversee the delivery of infrastructure services in Egypt.</span></p><br></li><li><p><span>Manage, plan, and ensure the efficient day-to-day operation of the country’s infrastructure.</span></p><br></li><li><p><span>Monitor all network and data center activities within the country.</span></p><br></li><li><p><span>Act as the first escalation point for production issues and incidents</span></p><br></li></ul><p><span><span>Managing both Team Network and System engineers&nbsp;</span></span></p><br><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>The Head of Mashreq NEO BIZ is responsible for spearheading the bank's digital transformation for SMEs in Egypt, targeting the NEO BIZ segment. This role involves developing innovative digital banking propositions, designing customer journeys, and achieving annual targets for customer acquisition, revenue, and profitability. The successful candidate will lead a team, collaborate with stakeholders, and ensure the bank's strategic direction aligns with market trends and customer interests.</p><br><span><span>JOB DESCRIPTION</span></span><br><span><span><strong>1</strong></span></span><span><span><strong>Job Title</strong></span></span><span><span>Head of Mashreq NEO BIZ</span></span><span><span>Department</span></span><p><span><span>Business Banking&nbsp;</span></span></p><br><span><span>Egypt</span></span><br><span><span>Direct Supervisor</span><span>:&nbsp;</span></span><span><span>Head of Business Banking Egypt</span></span><br><span><span><strong>2</strong></span></span><span><span><strong>Job Purpose</strong></span></span><br><ul><li><span><span>This role is primary responsible for shaping and implementing the strategy for NEO BIZ segment and for driving the roadmap in Egypt.&nbsp;</span></span></li></ul><ul><li><span><span>&nbsp;The role leads NEO BIZ profitable growth in Egypt, managing clients acquisition through own channels and increasing NEO BIZ clients engagement.&nbsp;</span></span></li></ul><ul><li><span><span>The role will identify Egypt industry, consumer and technology trends and innovation opportunities, leading the build of&nbsp; NEO BIZ Digital Proposition in Egypt, reusing and adapting group framework&nbsp;</span></span></li></ul><ul><li><span><span>Working closely with Head of Business Banking, the role is responsible for delivering agreed financial results for Mashreq Egypt NEO BIZ segment.</span></span></li></ul><ul><li><span><span>Can fulfil the role of Product Owner within a squad, having the end-to-end responsibility for the development, management,</span></span><span><span>harmonization</span></span><span><span>and phasing out of commercial products, services, channel formulas and processes</span></span><span><span> and is familiar with the relationship between these aspects, with a view</span></span><span><span>to achieving an optimum customer experience&nbsp;</span></span></li></ul><p><span><i><span>*</span></i><span>NEO BIZ&nbsp;</span><i><span>Egypt Segment include all clients fulfilling Mashreq Egypt segmentation criteria regardless acquisition channels (own digital or via partnerships)</span></i></span></p><br><br><span><span><strong>3</strong></span></span><p><span><span><strong>Key Result Areas</strong></span></span></p><br><br><p><span><span><strong>KRAs</strong></span></span></p><br><ul><li><span><span>Develop innovative, customer centric and profitable digital banking propositions for NEO BIZ, capitalizing on group framework, adapted to local market conditions.&nbsp;</span></span></li><li><span><span>Design and build customer journeys to deliver superior customer experience</span></span></li><li><span><span>Drive &nbsp;annual customer acquisition, revenue and profitability targets for the NEO BIZ Egypt</span></span></li><li><span><span>Be a subject matter expert across all aspects of NEO BIZ in Egypt</span></span></li><li><span><span>Lead won team and cross functional Teams to deliver challenging business and Digital priorities for NEO BIZ Egypt</span></span></li><li><span><span>Be a key decision maker in building NEO BIZ infrastructure in Egypt</span></span></li><li><span><span>Foster relationships with related key Business banking stakeholders, including customers, regulators, internal and external stakeholders</span></span></li><li><span><span>Sets overall strategy and lead opportunities for partnerships with strategic partners and value added service providers across various categories</span></span></li><li><span><span>Be responsible for overseeing operational activities including planning, budgeting and reporting</span></span></li><li><span><span>Leading own and other cross-functional teams to drive NEO BIZ related product proposition, partnerships and customer engagement from concept to launch, including defining vertical strategy and developing new agreements.</span></span></li><li><p><span><span>Designs strategy in the area of products,</span></span><span><span>channels, promotion, pricing, and</span></span><span><span>process quality, in keeping with</span></span><span><span>MASHREQ's brand policy</span></span><span><span>and with customer interests as the starting point</span></span><span><span>for their ideal customer journey.&nbsp;</span></span></p><br></li><li><p><span><span>Lead the development and implementation of NEO BIZ Egypt marketing and communications strategies with Marketing teams supporting all related teams with the associated business plans</span></span></p><br></li><li><p><span><span>Work closely with Head of Business banking to develop NEO BIZ Egypt strategic direction and tactical plans towards the implementation of an effective go-to-market where and when required</span></span></p><br></li><li><p><span><span>Translates the</span></span><span><span>strategy into practical policy. Formulates the</span></span><span><span>product, process and channel policy in keeping</span></span><span><span>with:</span></span></p><br><ul><li><p><span><span>Assortment policy</span></span></p><br></li><li><p><span><span>IT landscape/architecture</span></span></p><br></li><li><p><span><span>Internal and external legislation and regulations</span></span></p><br></li><li><p><span><span>Process principles</span></span><span><span>aiming for maximum</span></span><span><span>customer satisfaction, efficiency, and the lowest possible cost price.</span></span></p><br></li><li><p><span><span>Directs implementation of this strategy, tracks</span></span><span><span>squad progress and adjusts wherever necessary&nbsp;</span></span></p><br></li></ul></li><li><p><span><span>Prioritizes</span></span><span><span>the backlog regarding strategy,</span></span><span><span>customer interests and feasibility in consultation with the</span></span><span><span>Digital and Business</span></span><span><span>leads.</span></span></p><br></li><li><p><span><span>Provides segment related information to internal and</span></span><span><span>external parties (such as the press and PR,</span></span><span><span>interbank consultations, internal and external</span></span><span><span>suppliers, consumer and interest groups, industry</span></span><span><span>regulators and the government).</span></span></p><br></li><li><p><span><span>Applies profound product/ service knowledge to</span></span><span><span>develop and maintain an attractive and compliant</span></span><span><span>value proposition and delivery excellence for</span></span><span>c</span><span><span>ustomers.</span></span></p><br></li><li><p><span><span>Develops, manages,</span></span><span><span>harmonizes</span></span><span><span>and phases</span></span><span><span>out the customer processes of products and</span></span><span><span>services, as well as everyday customer sales.</span></span></p><br></li><li><p><span><span>Manages, coaches, inspires, develops, evaluates</span></span><span><span>and assesses employees.&nbsp;</span></span></p><br></li><li><p><span><span>Creates the required</span></span><span><span>environment and enables</span></span><span><span>employees to do</span></span><span><span>their</span></span><span><span>jobs well, both now and in the future.</span></span></p><br></li></ul><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><span><span><strong>JOB DESCRIPTION&nbsp;</strong></span></span></p><br><span><strong>1</strong></span><span><span><strong>Job Title</strong></span></span><p><span>Head of Customer Care &amp; Social Care</span></p><br><br><span><span>Direct Supervisor</span></span><p><span>Head of Client Experience</span></p><br><br><span><strong>2</strong></span><span><strong>Job Purpose</strong></span><br><ul><li><p><span><span>Drive and champion a customer-centric complaint resolution standard across the Bank, ensuring superior service quality, NPS improvement, and regulatory compliance.</span></span></p><br></li><li><p><span><span>Own the customer resolution journey end-to-end, including root cause analysis, process improvement, and re-engineering initiatives.</span></span></p><br></li><li><p><span><span>Lead the transformation of the Customer Care Unit into a specialized, digital-first complaints function where 75–80% of complaints are resolved through AI, automation, and straight-through processing (STP).</span></span></p><br></li><li><p><span><span>Handle and resolve complex, unstructured complaints efficiently, enhancing customer satisfaction and brand reputation.</span></span></p><br></li><li><p><span><span>Inspire, lead, and develop the CCU team to embed a culture of accountability, innovation, and continuous improvement.</span></span></p><br></li></ul><br><span><strong>3</strong></span><span><span>Key Result Areas</span></span><br><p><span><span><strong><u>Customer Experience &amp; Complaint Resolution</u></strong></span></span></p><br><ul><li><span><span>Oversee complaint resolution, balancing operational efficiency, regulatory compliance, and customer satisfaction.</span></span></li><li><span><span>Drive digital-first handling where most complaints are resolved via AI/automation/self-service, reserving manual handling for complex cases.</span></span></li></ul><p><span><span><strong><u>Transformation &amp; Automation Leadership</u></strong></span></span></p><br><ul><li><span><span>Lead AI-led complaint triage, automation workflows, and STP processes.</span></span></li><li><span><span>Identify digital enhancements to reduce complaint recurrence, call volumes, and manual interventions.</span></span></li><li><span><span>Analyse complaint trends, root causes, CSAT, and NPS data to identify systemic issues and improvement opportunities.</span></span></li><li><span><span>Publish dashboards highlighting performance metrics, transformation impact, and proactive solutions.</span></span></li><li><span><span>Partner with business owners to reengineer processes, eliminate recurring complaints, and institutionalize best practices.</span></span></li><li><span><span>Ensure full compliance with regulatory standards, internal policies, and operational controls while embedding transformation initiatives.</span></span></li><li><span><span>Serve as communication lead for internal and external stakeholders, including regulators, vendors, and social media.</span></span></li><li><span><span>Monitor KPIs, SLAs, NPS, CSAT, and transformation milestones to ensure measurable improvement in complaint resolution efficiency and customer satisfaction.</span></span></li><li><span><span>Drive a culture of excellence where service standards are consistently exceeded, and transformation outcomes are visible and measurable.</span></span></li><li><span><span>Lead, coach, and develop the CCU team to adopt digital-first complaint handling, automation tools, and data-driven decision-making.</span></span></li><li><span><span>Promote a culture of ownership, innovation, and continuous improvement through trainings, huddles, and engagement initiatives.</span></span></li></ul><p><span><span><strong><u>Data-Driven Insights &amp; Continuous Improvement</u></strong></span></span></p><br><p><span><span><strong><u>Process Reengineering &amp; Governance</u></strong></span></span></p><br><p><span><span><strong><u>Stakeholder Engagement &amp; Communication</u></strong></span></span></p><br><p><span><span><strong><u>Service Excellence &amp; Performance Metrics</u></strong></span></span></p><br><p><span><span><strong><u>Team Leadership &amp; Capability Building</u></strong></span></span></p><br><br><span><strong>4</strong></span><span><span><strong>Operating Environment, Framework and Boundaries, Working Relationships</strong></span></span><br><ul><li><p><span><span>Operates within the Bank’s governance framework, regulatory obligations (including CPR standards), and internal complaint handling policies and procedures.</span></span></p><br></li><li><p><span><span>Ensures adherence to compliance, risk management, and operational control requirements while balancing customer advocacy.</span></span></p><br></li><li><p><span><span>Exercises decision-making authority within defined delegations and escalates matters beyond authority or with systemic/strategic implications.</span></span></p><br></li><li><p><span><span>Reports suspicious transactions, system lapses, or policy breaches promptly to the line manager and governance committees.</span></span></p><br></li></ul><br><br><span><strong>5</strong></span><span><span><strong>Problem Solving</strong></span></span><br><ul><li><p><span><span>Demonstrates ownership, proactive problem-solving, and a data-driven approach to resolving complex issues.</span></span></p><br></li><li><p><span><span>Liaises and coordinates across cross-functional teams to align stakeholders and ensure timely escalation.</span></span></p><br></li><li><p><span><span>Navigates complex problem scenarios, engaging senior management, regulators, and external partners as needed.</span></span></p><br></li><li><p><span><span>Strong troubleshooting skills to resolve difficult transactions and implement permanent solutions.</span></span></p><br></li><li><p><span><span>Communicates persuasively and empathetically, fostering trust while safeguarding the bank’s reputation</span></span></p><br></li></ul><br><span><strong>6</strong></span><span><span><strong>Decision Making Authority &amp; Responsibility</strong></span></span><br><ul><li><p><span><span>Financial Authority to execute discretionary waivers / reversals for customers justified by the investigations conducted for the respective complaints</span></span></p><br></li><li><p><span><span>Hiring of right resources, periodic capacity validation and assessment of training requirements</span></span></p><br></li><li><p><span><span>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</span></span></p><br></li></ul><br><span><strong>7</strong></span><span><span><strong>Knowledge, Skills and Experience</strong></span></span><br><p><span><span><strong><u>Knowledge</u></strong></span></span></p><br><ul><li><p><span><span>Retail banking products, services, systems, and backend fulfilment processes, including trade finance terminologies.</span></span></p><br></li><li><p><span><span>Complaint management lifecycle, customer journey mapping, and regulatory frameworks (CPR).</span></span></p><br></li><li><p><span><span>Emerging technologies in AI, automation, sentiment analysis, and predictive complaint resolution.</span></span></p><br></li><li><p><span><span>Lean/Agile practices, process improvement, and change management methodologies.</span></span></p><br></li></ul><p><span><span><strong><u>Skills</u></strong></span></span></p><br><ul><li><span><span>Analytical ability to identify themes, gaps, and actionable insights from complaints, CSAT, and NPS data.</span></span></li><li><span><span>Design and implementation of automation workflows, digital-first complaint handling, and STP models.</span></span></li><li><span><span>Strong stakeholder management and influencing skills across business, technology, and regulatory teams.</span></span></li><li><span><span>Financial decision-making within delegated authority, balancing customer satisfaction and risk.</span></span></li></ul> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><span><span>Responsible for planning, executing, and delivering technology projects within scope, budget, and timeline. This role ensures effective coordination between stakeholders, manages resources, mitigates risks, and drives successful implementation of IT solutions that support business objectives and operational efficiency.</span></span></p><br><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><span><span><strong>Job Description: Lead MIS Analyst &amp; Workforce Management (Voice &amp;&nbsp;</strong></span></span></p><br><p><span><span><strong>Non</strong></span></span><span><span>‑</span></span><span><span><strong>Voice Contact Center)&nbsp;</strong></span></span></p><br>Role Overview&nbsp;<p>The Lead MIS &amp; WFM Analyst will drive operational efficiency through advanced reporting, automated dashboards, accurate forecasting (including Erlang‑C), capacity planning, scheduling, and real-time monitoring across voice and non‑voice channels. The role ensures seamless alignment between workload demand, staffing supply, and SLA expectations.&nbsp;</p><br>Key Responsibilities&nbsp;<p>1. MIS, Reporting &amp; Automation&nbsp;</p><br><ul><li>Develop and publish accurate daily/weekly/monthly performance reports.&nbsp;</li><li><p>Build agent/team/process scorecards for voice &amp; non‑voice channels.&nbsp;</p><br></li><li>Provide SLA, AHT, abandonment, productivity, and quality KPI reports.&nbsp;</li><li>Automate repetitive reports using Excel Macros/VBA, Power Query, SQL.&nbsp;</li><li>Create real-time automated dashboards for leadership.&nbsp;</li><li>Conduct trend analysis, SLA deep-dives, variance analysis, and provide insights.&nbsp;</li><li>Maintain data integrity across MIS databases.&nbsp;</li></ul><p>2. Workforce Management (Forecasting, Scheduling &amp; Real-Time)&nbsp;</p><br>Forecasting&nbsp;<ul><li><p>Build interval-level forecasts using Erlang‑C/Erlang‑A for voice.&nbsp;</p><br></li><li>Forecast volumes for email, chat, back-office tasks using workload models.&nbsp;</li><li>Create short-term, mid-term, and long-term forecasts.&nbsp;</li><li>Conduct what-if analysis and assess seasonal patterns.&nbsp;</li></ul>Capacity Planning&nbsp;<ul><li>Prepare staffing plans with shrinkage, skill mix, channel distribution.&nbsp;</li><li>Suggest hiring, training, cross-skilling, overtime requirements.&nbsp;</li></ul>Scheduling &amp; Rostering&nbsp;<p><span><span>Classification: Internal Use&nbsp;</span></span></p><br><ul><li>Create optimized shift schedules and leave planning.&nbsp;</li><li>Ensure staffing adequacy across intervals for all channels.&nbsp;</li></ul>Real-Time Monitoring&nbsp;<ul><li>Monitor queues, adherence, occupancy, SLA delivery.&nbsp;</li><li>Coordinate intra-day adjustments with operations.&nbsp;</li></ul>Required Technical Skills&nbsp;<ul><li>Advanced Excel (VBA/Macros), Power BI, SQL.&nbsp;</li><li>Automation experience (Power Query, BI refresh, scripting).&nbsp;</li><li><p>Strong knowledge of Erlang‑C, Erlang‑A forecasting models.&nbsp;</p><br></li><li>Experience with WFM tools such as Verint and Avaya.&nbsp;</li><li>Understanding of ACD/IVR systems.&nbsp;</li></ul>Soft Skills&nbsp;<ul><li>Analytical thinking, stakeholder management, communication skills.&nbsp;</li><li>Leadership skills and attention to data accuracy.&nbsp;</li></ul>Qualifications &amp; Experience&nbsp;<ul><li><p>Bachelor’s degree.&nbsp;</p><br></li><li>5–8+ years in MIS &amp; WFM roles in a contact center environment.&nbsp;</li><li><p>Experience across both voice and non‑voice channels.&nbsp;</p><br></li><li>Automation expertise preferred.&nbsp;</li></ul>KPIs&nbsp;<ul><li>Forecast accuracy.&nbsp;</li><li>Schedule adherence &amp; staffing efficiency.&nbsp;</li><li>SLA performance.&nbsp;</li><li>Report accuracy &amp; automation success.&nbsp;</li><li><p>Productivity improvements.&nbsp;</p><br></li></ul><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <span><strong>Job Purpose</strong></span><br><ul><li>To ensure that customer experience with Contact Center or complaints team is of a superior nature by continuously monitoring calls and providing feedback to frontline liners in order to enhance service quality.</li></ul><br><span><strong>Dimensions</strong></span><br><p>Operating Budget</p><br>Not applicable<p>Number of Staff</p><br><br><p>Capital Exp. Budget</p><br>Not applicable<p>Other</p><br><br><span><strong>Key Result Areas</strong></span><br><ul><li>To monitor calls and evaluate performance of staff with regard to the quality of their service and sales techniques.</li><li>To conduct mystery shopping to customers &amp; staff to measure their overall satisfaction with the call experience.</li><li>To assist in evaluating overall quality of calls for the center and make necessary recommendations to raise the standard.</li><li>Provide feedback and suggestions on improving service scripts to achieve quality requirements.</li><li>To track that service promises made are fulfilled from end to end &amp; check gaps in processes/ fulfillments/execution.</li><li>To assist in the capture and report of customer feedback towards continual product development and make recommendations for product / process improvements based on customer experience and feedback.</li><li>Think creatively and challenge existing procedures to facilitate ongoing change based on customer feedback.</li><li>To work closely with QCC, team leaders and Unit Manager to make recommendations for training and dispel any ambiguity.</li></ul><br><span><strong>Operating Environment, Framework and Boundaries, Working Relationships</strong></span><br><ul><li>Operates in a Contact Center /CCU environment interfaces with Call taking staff.</li><li>Works closely with QCC, TLs and Service Management team.</li><li>Operates within standard rules and guidelines set by the bank and additional ones set by and unique to Contact Center and CCU</li></ul><br><span><strong>Problem Solving</strong></span><br><ul><li>Mostly related to call handling techniques and customer satisfaction.</li><li>Identifying the loopholes or weaknesses prevents us from consistently delivering a superior service experience and suggesting ways of overcoming these.</li><li>Includes root-cause analysis.</li><li>Also overcoming challenges of accurate performance measurement.</li></ul><br><p><span><strong>Knowledge, Skills and Experience</strong></span></p><br><br><ul><li>University Graduate (preferably with some finance / banking or math’s component).</li><li>Excellent communication skills preferably Arabic / English speaking.</li><li>Min 2 years’ experience in a service environment (at least 2 years’ experience in a call center), previous work in a role of Quality Assurance or Service Quality is an added advantage.</li><li>Proven excellent listening skills.</li><li>Analytical and conscious to detail.</li><li>Computer literate.</li><li>Positive attitude.</li><li>Full knowledge of banks products, process and system information.</li></ul><br><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>TBA</p><br><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><strong>Job Purpose</strong></p><br><p><span>A Senior Relationship Manager (Corporate Banking) is responsible for managing and growing a portfolio of corporate clients while achieving business and risk objectives.</span></p><br><p><span><strong>Key Result Areas</strong></span></p><br><ul><li><span>Manage and expand a portfolio of corporate clients.</span></li><li><span>Acquire new corporate customers.</span></li><li><span>Identify cross-selling opportunities across banking products.</span></li><li><span>Prepare and present credit proposals.</span></li><li><span>Monitor portfolio performance and asset quality.</span></li><li><span>Ensure compliance with internal policies and regulatory requirements.</span></li><li><span>Coordinate with credit, operations, trade finance, treasury, and legal teams.</span></li><li><span>Achieve annual revenue, deposit, and lending targets while maintaining high customer satisfaction.</span></li></ul><ul><li><span><strong>Knowledge, Skills and Experience</strong></span></li><li><span>Bachelor’s degree in finance, Business, Economics, or a related field.</span></li><li><span>Minimum 10 years of corporate banking experience.</span></li><li><span>Proven experience managing medium and large corporate clients.</span></li><li><span>Strong track record in business development and revenue generation.</span></li><li><span>Corporate lending and credit analysis.</span></li><li><span>Financial statement analysis and cash flow assessment.</span></li><li><span>Structuring loans and trade finance solutions.</span></li><li><span>Treasury and cash management products.</span></li><li><span>Knowledge of banking regulations, AML/KYC, and compliance.</span></li><li><span>Risk assessment and portfolio management.</span></li><li><span>Excellent relationship-building and networking skills.</span></li><li><span>Strong negotiation and influencing abilities.</span></li><li><span>Business development and sales mindset.</span></li><li><span>Strategic thinking and commercial awareness.</span></li><li><span>Communication and presentation skills.</span></li><li><span>Problem-solving and decision-making.</span></li><li><span>Leadership and mentoring capabilities.</span></li><li><span>Time management and multitasking.</span></li></ul><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br><br>Responsibilities:<br><ul><li>Management and review of allocated portfolio. Recommend appropriate credit facilities in line with the relationship strategy planned taking into account potential earning maximization and MBs risk appetite </li></ul><ul><li>Identify new prospects with the target market to pursue growth opportunities </li></ul><ul><li>Explore vertical and horizontal relationships with existing clients across their group J owner business divisions </li></ul><ul><li>External control follow ups include period clients calls with call reports, documentations, operational issues, account /facility utility organization, payment regularization, field visits ad gather latest market feedback </li></ul><ul><li>Internal control includes following up on credit reviews with credit product group, documentation process with documentation unit, credit approval process follows up with credit, operational issues with operations and other business segment </li></ul><ul><li>Prepare and structure team sheets, prescreen memos, financial models, risk rating modules and economic profitability reports </li></ul><ul><li>Gather all required information for new credit proposals. initiate with CRC preparation of credit proposals , financial spreads and financial models </li></ul><br>Qualifications:<br><ul><li>Relationship management skills </li></ul><ul><li>Communication and interpersonal skills </li></ul><ul><li>Strong credit skills and tertiary qualifications</li></ul><ul><li>Credit analytical capability </li></ul><ul><li>Credit experience </li></ul><ul><li>Financial spreading and modeling skills </li></ul><ul><li>Credit presentation skills </li></ul> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>The Credit Risk Analytics Senior Manager is responsible for leading the strategic analytics for corporate, SME, and retail risk management. This role involves driving continuous improvement in retail risk analytics and reporting, ensuring the identification and adoption of analytical tools to manage data effectively and generate the appropriate MIS for business use. The Senior Manager will document findings, draft and present actionable recommendations, and design strategies to resolve problems and improve risk management approaches. This position will also produce in-depth analytics and business recommendations to enhance strategy performance and optimize impairment costs, contributing to the overall effectiveness of the organization's risk strategy.</p><br><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>Responsible for the management of fraud related functions performance including both credit applications checks and cards transactions monitoring process for Egypt branch, whilst ensuring that all these activates are carried out with maximum efficiency and controls in accordance with established and approved procedures and agreed service standards under the direct supervision of country retail risk head.</p><br><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>The Retail Credit Policy and Portfolio Management Senior Manager is responsible for formulating, implementing, and overseeing credit policies and portfolio management strategies for retail lending products. This role ensures that credit policies align with regulatory requirements, business objectives, and the organization’s risk appetite while optimizing portfolio performance and mitigating risks. That position is overlooking both the conventional business and digital initiatives in line with the organizational strategy.</p><br><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>The CIC Senior Manager is responsible for leading and managing a team of retail credit assessors in the evaluation and processing of credit applications. The role ensures strict adherence to credit policies, drives high operational efficiency, and oversees team performance. The CIC Senior Manager is also responsible for managing credit risk, maintaining compliance with regulatory standards, and ensuring the delivery of excellent service while fostering a high-performing team environment. That position is overlooking both the conventional business and digital initiatives in line with the organizational strategy.</p><br><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p>The Manager, Microservices Development will lead the design, development, and deployment of scalable microservices-based solutions using cutting-edge technologies. This role demands deep technical expertise, strategic vision, and strong leadership to drive innovation and delivery excellence across cross-functional teams.</p><br><ul> <li>Lead and mentor a team of microservices developers, fostering a culture of innovation, collaboration, and continuous improvement.</li> <li>Define and execute the microservices strategy and roadmap in alignment with enterprise architecture and business goals.</li> <li>Collaborate with architects and senior stakeholders to shape the technical vision and ensure alignment with product and platform strategies.</li> <li>Architect and implement microservices using modern frameworks such as Spring Boot, Node.js, and Python Flask.</li> <li>Drive adoption of containerization (Docker), orchestration (Kubernetes), and cloud-native patterns (AWS/GCP/Azure).</li> <li>Ensure robust API design and integration using RESTful services, GraphQL, and event-driven architectures (Kafka, RabbitMQ).</li> <li>Oversee project timelines, resource allocation, and delivery milestones across multiple squads.</li> <li>Implement Agile methodologies and ensure sprint goals are met with high quality and velocity.</li> <li>Manage stakeholder expectations and ensure transparency through effective reporting and communication.</li> <li>Establish coding standards, code reviews, and automated testing frameworks.</li> <li>Monitor performance metrics and implement proactive alerting and logging strategies.</li></ul><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br><br>Responsibilities:<br><ul> <li>Possess strong understanding of digital technologies including AI, cloud computing, data analytics, and emerging trends.&nbsp;</li> <li>Align technology solutions with business goals by understanding organizational processes and challenges.&nbsp;</li> <li>Stay informed about market trends and competitor activities to drive strategic transformation.&nbsp;</li> <li>Lead development and execution of a digital roadmap with clear milestones and deliverables.&nbsp;</li> <li>Apply hands-on technical skills for feasibility studies, proof-of-concepts, and MVPs.&nbsp;</li> <li>Manage cross-functional projects with regular progress reviews and corrective actions.&nbsp;</li> <li>Ensure infrastructure readiness and scalability for digital solutions.&nbsp;</li> <li>Oversee execution of digital transformation initiatives aligned with strategic goals.&nbsp;</li> <li>Establish governance structures and methodologies for streamlined execution.&nbsp;</li> <li>Monitor and secure IT systems to ensure resilience and reliability.&nbsp;</li> <li>Engage stakeholders effectively through strong communication and collaboration.&nbsp;</li> <li>Build and lead high-performing teams for seamless project delivery.&nbsp;</li> <li>Drive employee training and upskilling to support digital adoption.&nbsp;</li> <li>Foster collaboration through networking with industry peers and stakeholders.&nbsp;</li> <li>Implement innovative IT services using design thinking principles.&nbsp;</li> <li>Analyze business and application data to derive actionable insights.&nbsp;</li> <li>Manage vendor relationships and procurement of digital technologies.&nbsp;</li> <li>Track KPIs to evaluate the impact of digital initiatives on business outcomes.&nbsp;</li> <li>Identify and implement process improvements for operational efficiency.&nbsp;</li></ul> <ul> <li>Communicate progress, challenges, and successes through structured reporting.</li> </ul><br><br>Qualifications:<br><p>4-8 years of experience in software development, with at least 3 years in microservices architecture.</p><br><ul> <li>Proven experience in leading large-scale distributed systems and cloud-native applications.</li> <li>Strong proficiency in Java/Spring Boot, Node.js. Experience in React JS is a plus</li> <li>Hands-on experience with Kubernetes, Docker, and cloud platforms (AWS/GCP/Azure).</li> <li>Familiarity with API gateways, service mesh, and observability tools.</li> <li>Experience with Agile/Scrum, DevOps, and CI/CD pipelines.</li> <li>Excellent communication, stakeholder management, and team leadership skills.</li></ul> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <ul><li><p><span><span>Interact with customers over the phone to understand their banking needs.</span></span></p><br></li><li><p><span><span>Provide excellent customer service to achieve customer loyalty.</span></span></p><br></li><li><p><span><span>Resolve problems over the telephone on the spot.</span></span></p><br></li><li><p><span><span>Convert sales opportunities to meet financial targets.</span></span></p><br></li><li><p><span><span>Clarify and explain procedures and products over the telephone.</span></span></p><br></li><li><p><span><span>Capture and report customer feedback towards continual product development.</span></span></p><br></li><li><p><span><span>Operates in a Call Centre environment where the interface with customers is over the telephone.</span></span></p><br></li><li><p><span><span>Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.</span></span></p><br></li><li><p><span><span>Mostly related to explaining procedures or providing information regarding retail banking products.</span></span></p><br></li></ul><p><span><span>Also involves root cause analysis and reversals of charges and fees when necessary.</span></span></p><br><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <p><span><span><strong>Job Purpose</strong></span></span></p><br><ul><li><p><span><span>Compliance AML Officer to perform compliance tasks as per all applicable regulatory requirements, internal compliance guidelines, policies and procedures.</span></span></p><br></li><li><p><span><span>Conduct enhanced due diligence on high risk account opening and provide decisions accordingly.</span></span></p><br></li><li><p><span><span>Daily processing of SAS AML alerts;</span></span></p><br></li><li><p><span><span>Undertaking AML transaction Monitoring reviews and investigations pertaining to the bank’s customers</span></span></p><br></li><li><p><span><span>To review and monitor accounts as required by the Bank’s KYC / AML policy and Compliance SOP.</span></span></p><br></li><li><p><span><span>Support the Compliance Manager in the implementation of Compliance initiatives in RBG &amp; CIBG- as may be determined / guided by HO-Compliance from time-to-time.</span></span></p><br></li></ul><p><span><span><strong>Key Result Areas</strong></span></span></p><br><ul><li><p><span><span>Maintain ongoing awareness/current knowledge of all applicable internal/external compliance requirements and existing/emerging legal/statutory/regulatory environment – identifying any issues that could impact the bank.</span></span></p><br></li><li><p><span><span>Assist the Compliance Manager in ensuring Bank’s internal procedures/policies remain compliant with regulations/changes and providing support to the relevant stakeholders as and when necessary.</span></span></p><br></li><li><p><span><span>Maintain a pro-active relationship with business, facilitating timely involvement to ensure compliant/workable solutions to business issues.</span></span></p><br></li><li><p><span><span>Providing support to other compliance staff members in their respective areas as and when required.</span></span></p><br></li><li><p><span><span>Assist the Compliance Manager in garnering a strong compliance driven culture/environment within Business Groups/ Divisions.</span></span></p><br></li><li><p><span><span>Provide support to Compliance Manager in creation of reports/MIS/MERs on issues of Compliance/AML and ensure timely onward submissions, as required.</span></span></p><br></li><li><p><span><span>Support the team &amp; Compliance Manager to create the Regulatory Reports for accuracy and assist to ensure that the same are submitted to the Regulators in a timely manner after being vetted by the Compliance Manager.</span></span></p><br></li><li><p><span><span>Assist the Compliance Manager in providing seamless support to the regulator, including Regulatory inspections.</span></span></p><br></li><li><p><span><span>Assist in the compliance related projects/UATs as and when required and ensure that they are successfully completed within the required time frame.</span></span></p><br></li><li><p><span><span>Conduct AML review of customer accounts based on AML Alerts and Analytical reports generated by the unit.</span></span></p><br></li><li><p><span><span>Responsible for conducting money laundering related investigations by analyzing customer transactions/ trend,&nbsp; drawing conclusion, and drafting Suspicious Activity Report for submission to relevant regulatory authorities.</span></span></p><br></li><li><p><span><span>Support business/ operations by providing compliant solutions to regulatory requirements and intervene where necessary to stop a transaction / process / business proposal – seeking guidance from Manager Compliance.</span></span></p><br></li><li><p><span><span>Actively participate in applications, systems and product development and provide value added recommendations to ensure that all systems and products in the bank have appropriate controls to ensure compliance with bank’s AML policy.&nbsp;</span></span></p><br></li><li><p><span><span>Perform additional tasks / conduct Compliance related investigations as required / determined by Compliance Manager, identifying any issues / concerns and report findings/recommendations for corrective action, as required.</span></span></p><br></li></ul><p><span><span><strong>Operating Environment, Framework and Boundaries, Working Relationships</strong></span></span></p><br><ul><li><p><span><span>Detailed knowledge on KYC / AML policies of the Bank;</span></span></p><br></li><li><p><span><span>Familiarity with various banking laws and practices;</span></span></p><br></li><li><p><span><span>Clear understanding of business requirements in relation to KYC / AML;</span></span></p><br></li><li><p><span><span>Detailed understanding of main systems and the interactions / use Core banking, SAS, Side viewer, Business objects etc., as applicable);&nbsp;</span></span></p><br></li></ul><p><span><span><strong>Knowledge, Skills and Experience</strong></span></span></p><br><ul><li><p><span><span>Graduate with&nbsp;0-2 years banking experience.</span></span></p><br></li><li><p><span><span>Good communication and inter-personal skills.</span></span></p><br></li><li><p><span><span>Computer literate and good command over spoken and written English</span></span></p><br></li></ul><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <ul><li><p><span><span>Interact with customers over the phone to understand their banking needs.</span></span></p><br></li><li><p><span><span>Provide excellent customer service to achieve customer loyalty.</span></span></p><br></li><li><p><span><span>Resolve problems over the telephone on the spot.</span></span></p><br></li><li><p><span><span>Convert sales opportunities to meet financial targets.</span></span></p><br></li><li><p><span><span>Clarify and explain procedures and products over the telephone.</span></span></p><br></li><li><p><span><span>Capture and report customer feedback towards continual product development.</span></span></p><br></li><li><p><span><span>Operates in a Call Centre environment where the interface with customers is over the telephone.</span></span></p><br></li><li><p><span><span>Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.</span></span></p><br></li><li><p><span><span>Mostly related to explaining procedures or providing information regarding retail banking products.</span></span></p><br></li></ul><p><span><span>Also involves root cause analysis and reversals of charges and fees when necessary.</span></span></p><br><br> The leading financial institution in MENA<br> <span>While more than half a century old, we proudly think like a challenger, startup, and innovator</span><br> <span>in banking and finance, powered by a diverse and dynamic team who put customers first.</span><br> <span>Together, we pioneer key innovations and developments in banking and financial services.</span><br> <span>Our mandate? To help customers find their way to Rise Every Day, partnering with them through</span><br> <span>the highs and lows to help them reach their goals and unlock their unique vision of success.</span><br> <span>Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.&nbsp;</span><br> <span>We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.</span><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <ul><li><p><span><span>Interact with customers over the phone to understand their banking needs.</span></span></p><br></li><li><p><span><span>Provide excellent customer service to achieve customer loyalty.</span></span></p><br></li><li><p><span><span>Resolve problems over the telephone on the spot.</span></span></p><br></li><li><p><span><span>Convert sales opportunities to meet financial targets.</span></span></p><br></li><li><p><span><span>Clarify and explain procedures and products over the telephone.</span></span></p><br></li><li><p><span><span>Capture and report customer feedback towards continual product development.</span></span></p><br></li><li><p><span><span>Operates in a Call Centre environment where the interface with customers is over the telephone.</span></span></p><br></li><li><p><span><span>Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.</span></span></p><br></li><li><p><span><span>Mostly related to explaining procedures or providing information regarding retail banking products.</span></span></p><br></li></ul><p><span><span>Also involves root cause analysis and reversals of charges and fees when necessary.</span></span></p><br><br> </div>

<h2 class="h5">Job description</h2> <div class="t-break" data-jb-field="description"> <ul><li><p><span><span>Interact with customers over the phone to understand their banking needs.</span></span></p><br></li><li><p><span><span>Provide excellent customer service to achieve customer loyalty.</span></span></p><br></li><li><p><span><span>Resolve problems over the telephone on the spot.</span></span></p><br></li><li><p><span><span>Convert sales opportunities to meet financial targets.</span></span></p><br></li><li><p><span><span>Clarify and explain procedures and products over the telephone.</span></span></p><br></li><li><p><span><span>Capture and report customer feedback towards continual product development.</span></span></p><br></li><li><p><span><span>Operates in a Call Centre environment where the interface with customers is over the telephone.</span></span></p><br></li><li><p><span><span>Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.</span></span></p><br></li><li><p><span><span>Mostly related to explaining procedures or providing information regarding retail banking products.</span></span></p><br></li></ul><p><span><span>Also involves root cause analysis and reversals of charges and fees when necessary.</span></span></p><br><br> </div>