Job Description :

- Managing a large customer support operations for a Banking back office

- Customer relationship management

- Responsible for meeting and exceeding expectation on all contractual SLAs

- Drive continuous improvement in service delivery through deep understanding of the client business environment and client expectations

- Continuously deliver and drive efficiency metrics for customers and employees

- People management of direct and indirect reportees

- Retain talent by ensuring high levels of employee engagement and satisfaction

Skills Required :

- Deep understanding of Banking back office processes like Payments, Clearing, Originations, Trade etc.

- Should have worked in a bank and should have handled these processes

- In-depth knowledge of the trends & impact of sales & other departments / related functions on these businesses

- SLA & KPI management & ensure that they are achieved on a Monthly basis.

- Operational rigours to drive multi LOB cross functional teams.

- Ensures continuous improvement in service delivery through Process Improvement Initiatives

- Ability to manage, develop & retain a large team

- Manage & understand forecasting & capacity management

- Analytical, execution-focused bent of mind, and strong numbers orientation

- Fluency In English and Arabic Language (preferred)

- Strategic and tactical thinking skills

- Ability to deep dive, and think high-level strategy as and when required.

- Demonstrated ability to empower teams

- 10-12 years experience in Banking Back office operations in Middle East

- Good educational pedigree, excellent communication skills

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.