Job Description
- 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...
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