Act as a team lead or focal point of contact managing complex portfolios for all Trade & Non-Trade related Corporate queries
Manage and drive specialized teams (Such as Trade advisory, Cash portfolios or Online Banking support etc.) towards the achievement of goals and objectives of the business
Support Unit Head to design, implement and execute all necessary actions to assure a high quality of customer service for Corporate customers
Implement and monitor SLAs with internal units and develop the necessary agreements with 3rd party vendors to outsource activities
Define scripts per level of escalation and problem resolution
Implement necessary systems to monitor and track problem resolution, inquiries and performance
Analyze performance reports
Analyze data to identify Root Cause and related process improvements
Analyze customer feedback reports to improve product functionality, proces...